Global Operations Officer

Job Summary

To process / manage the operations and functions of multiple countries under Global Lending Services activities / product; ensuring consistent delivery of high quality services to customers and meeting objectives set by the Group using available resources allocated while maintaining operational risk to an accepted level.

Strategy

• Awareness and understanding of the Group’s business strategy and model appropriate to the role
  
  

Business

• Awareness and understanding of the wider business, economic and market environment in which the Group operates
• Ensure that the BCM framework has been implemented. Ensure BCP/BIA is in place and tested at required periodic intervals
  
  

Processes

• Ensure the client experience is seamless based on efficient processing, timely resolution of client exceptions
• Support strategy to streamline processes, enhance productivity, reduce risk, improve controls, and leveraging technologies
• Managing a team of highly efficient people responsible for GLS at all times by effective supervision
• Maintain effective cost budget planning & forecasting and deliver competitive cost income ratio.
• Identify migration opportunities for GLS and ensure overall governance on smooth migration.
• Ensure all the process exceptions are within the laid down group policies and procedures
• Focus on Core lending products – Identity lending products handled by other units and migrate to GLS; Similarly migrate non lending activities from GLS to relevant units
• Maintain structure of the department with a more balanced Span of Control.
• Able to work and support for different time zone for UK/ US/ UAE country
  
  

People & Talent

• Lead through example and build the appropriate culture and values
• Employ, engage and retain high quality people such that GLS is skilled and experienced to deliver its obligations
• Ensure the provision of ongoing training and development; ensure that direct reports are suitably skilled and qualified for their roles and that they have effective supervision in place to mitigate any risks
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives
• Promote and embed a culture of openness, trust and risk awareness, where ethical, legal, regulatory and policy compliant conduct is the norm
• Ensure effective succession and back-up plan in place for all key positions
  
  

Risk Management

• Proactive in seeking regular assurance that the teams are performing to an acceptable risk and control standard within the GBS hubs
• Act quickly and decisively when any risk and control weakness becomes apparent and ensure they are addressed within an appropriate timeframe and escalated through the relevant committees in line with the banks policies
• Ensure operational incidents (losses or near misses) and client complaints are logged in accordance with relevant polices
• Ensure root causes reports relating to operational incidents are completed in line with the Banks policies including meeting of all reporting time lines. This includes the implementation of any appropriate process and control changes to minimise the probability of a re-occurrence.
• Where client complaints occur, be responsible for the resolution of that complaint, performing appropriate root cause analysis and striving to ensure that the issue is resolved in a timely manner and to the client’s satisfaction, and reasonably cannot occur again.
• Ensure any issues are escalated to the Head GLS, GBS in a timely manner. Refer to GLS Escalation Matrix for guidance on issue escalation and timeline.
• Identify and escalate Risk Issues as per Enterprise Risk Management Framework (ERMF) Policy.
  
  

Governance

• Embed the Group’s values and code of conduct in GBS GLS to ensure that adherence with the highest standards of ethics and compliance with relevant policies, processes and regulations among employees form part of the culture.
• Ensure compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements. This includes compliance with local banking laws and anti-money laundering regulations and guidelines.
• Ensure compliance with internal Outsourcing Policy and Procedures whilst also adhering to local regulatory rules
• Manage the GBS GLS Malaysia budgets, seeking operational efficiencies
• Ensure the appropriate Service Level Agreements (SLAs) are in place and Journey Service Review Meetings (JSRs) have representation of GLS, GBS Malaysia and items as per Terms of Referece (ToR) are tabled for discussion for outsourced processes and activities
• To always strive to have a positive Voice of Customer (VoC).
  
  

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
  
  

Key stakeholders

• Peers, Subordinates in GLS Malaysia, other GBS locations and Lending Operations
• Peers in other units in GBS
• COO Lending and the Management Team
• Technology teams supporting ACBS,e-Ops and eBBS
• Business stakeholders and Country Process Owners for the countries supported
  
  

Other Responsibilities

• Embed Here for good and Group’s brand and values in GBS Malaysia/Financial Market/Global Lending Services. Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); Participate & encourage participation in CSR Initiatives
  
  

Our Ideal Candidate

• Education: Bachelor’s degree in Banking/Finance
• Languages: advantage to read, write and speak Mandarin
• Fresh graduate from Banking Operations / Finance field.
• Fair knowledge on lending products and processes.
• Risk Management and Control: – the ability to identify, assess, monitor, control and mitigate risks to the firm. Also, an awareness and understanding of the main risks facing the firm and the role the individual plays in managing them
• Governance, Oversight and Controls: – the ability to assess the effectiveness of the firm’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
  
  

Role Specific Technical Competencies

• Capacity Planning
• Solve Problems
• Take the Lead
• Build Resilience
• People Management
• Capacity Planning
  
  

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
  
  

What We Offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.