Job Description
4. JOB PURPOSE Assist the General Manager Integrated Distribution and BORM in directing and overseeing the day-to-day management of Branches and operational risks at the business level
* Implement controls within the business unit to meet regulatory and internal requirements.
* Ensure proper functioning of day-to-day controls, periodic monitoring activities, and timely resolution of risk issues.
* Ensure standards of Customer Service are set and regular feedback of performance is given
5. KEY RESPONSIBILITIES Operational Risks/Compliance
* To ensure branches achieve a balanced scorecard in sales, service, operations and financial performance.
* The Implementation of new Branch Structures leading to an optimal Sales Service mix to enable Branches to meet their Sales Targets.
* Monitoring month to month Branch Sales Performance to ensure Sales Targets are achieved.
* Ensure high quality, knowledgeable service levels in branches to exceed customer expectations
* Build motivated, committed and focused Branch teams, consistently delivering creative, precise and customer-focused service
* Coach and train all direct reports.
* Identification and Development of Talent within the Region
* Ensure branches compile and forward quality FFG reports
* Monitor and ensure that all Branch Key Performance Indicators are achieved
* Fully comply with all policies, procedures and GKCSA/BKCSA to achieve satisfactory grades in local & Group Audits
* The Implementation and monitoring of KYC & CRM measures in line with Group and Regulatory requirements.
Service Quality
* Set and monitor standards of customer service and give regular feedback of performance to ensure delivery of quality service at all time and ensure high customer retention.
* Provide feedback on performance through the analysis of Mystery Shoppers report, Customer Focus Group Meetings.
* Monitor and support the collection and maintenance of high quality customer information, thus reinforcing the importance of data quality to the Bank's success.
Human Resources Management
* Develop a high quality and motivated staff force through role-modeling coaching and guiding: giving regular performance feedback; and identifying causes of disharmony and early resolution of grievances before they become Union issues.
* Optimize the use of manpower and other resources to achieve maximum productivity and cost-effectiveness and efficiency.
*
Branch Efficiency
* Set, monitor and achieve productivity goals in terms of Revenue per Dollar Cost and other key rations.
* Review the efficiency levels and effectiveness of branches and institute corrective procedures where necessary.
* Review/improve work processes, system/practices through process re-engineering and recommendation for system change and automation.
* Migrate best practices
Leadership/People Management
* Set goals and objectives for subordinates
* Monitor and communicate results achieved regularly
* Communicate information both generally and via regular formal meetings
* Identify causes for disharmony and early resolution of grievances
* Resolve issues and problems encountered with other business/support units quickly
* Identify and nurture superior performers to take on higher responsibilities
* Discuss performances with subordinates and agree on action plans to build on strengths and improve on weaknesses.
*
6. KEY RELATIONSHIPS INTERNAL
* BORM, UORMs, ORMAF, and Responsible persons undertaking business monitoring in various units.
* Head of Legal and Compliance
* IT personnel (Local and Group) & Systems and Processes personnel
* Training Manager(s) OL
EXTERNAL
* Auditors
* Regulators
* Vendors FOR
* Operational risk management, money laundering prevention, compliance and financial crime issues.
* Interpretation of and consultations on regulatory requirements.
* System Implementation, enhancement, user requirements and reporting requirements.
* Coordinating and conducting training for staff.
FOR
* Audit and reviews.
* Inspection and regulatory requirements.
* Compliance with SLA terms
7. KEY MEASURABLES * Cross team collaboration and leadership skills - proactive engagement with the General Manager, Integrated Distribution, BORM and all other responsible persons in the unit.
* Effectiveness of the control and monitoring of Operational risk, compliance risk and money laundering prevention at the business level.
* Satisfactory results on audit undertaken by Group Internal Audit, FSA, regulators and external auditors.
* Timely communication of changes to the regulatory environment and internal Policies from Legal and Compliance and Operational Risk Management Group.
* Timely reporting and escalation of real or potential significant operational risk exposures.
8. KNOW HOW AND EXPERIENCE * University degree holder and 5 years experience in Banking Operations gained through working in the Core areas of Banking.
* Professional qualification in Banking or Accounting preferred
* Good knowledge of the Group Operational and Compliance Risk Policies
* Analytical, problem solving and attention to detail
* Experience in Audit or Control an advantage though not a prerequisite
* Strong leadership, decision-making and management abilities.
* Proficiency in using key Banking systems and a good understanding of process mapping and process review
* A strong team player capable of interacting with senior business/risk management.
* A good performance track record.
9. Authorities * Free Access to General Manager, Integrated Distribution
* Free Access to all documents and records within the unit and for area of responsibility, with exception of information governed by specific policy
* Recommend and implement actions and solutions to mitigate operational risks and enhance compliance at the Business Unit level.
Key Roles & Responsibilities
Enter roles and responsibilities
Qualifications & Skills
Enter qualifications and skills
Diversity & Inclusion
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.
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4. JOB PURPOSE Assist the General Manager Integrated Distribution and BORM in directing and overseeing the day-to-day management of Branches and operational risks at the business level
* Implement controls within the business unit to meet regulatory and internal requirements.
* Ensure proper functioning of day-to-day controls, periodic monitoring activities, and timely resolution of risk issues.
* Ensure standards of Customer Service are set and regular feedback of performance is given
5. KEY RESPONSIBILITIES Operational Risks/Compliance
* To ensure branches achieve a balanced scorecard in sales, service, operations and financial performance.
* The Implementation of new Branch Structures leading to an optimal Sales Service mix to enable Branches to meet their Sales Targets.
* Monitoring month to month Branch Sales Performance to ensure Sales Targets are achieved.
* Ensure high quality, knowledgeable service levels in branches to exceed customer expectations
* Build motivated, committed and focused Branch teams, consistently delivering creative, precise and customer-focused service
* Coach and train all direct reports.
* Identification and Development of Talent within the Region
* Ensure branches compile and forward quality FFG reports
* Monitor and ensure that all Branch Key Performance Indicators are achieved
* Fully comply with all policies, procedures and GKCSA/BKCSA to achieve satisfactory grades in local & Group Audits
* The Implementation and monitoring of KYC & CRM measures in line with Group and Regulatory requirements.
Service Quality
* Set and monitor standards of customer service and give regular feedback of performance to ensure delivery of quality service at all time and ensure high customer retention.
* Provide feedback on performance through the analysis of Mystery Shoppers report, Customer Focus Group Meetings.
* Monitor and support the collection and maintenance of high quality customer information, thus reinforcing the importance of data quality to the Bank's success.
Human Resources Management
* Develop a high quality and motivated staff force through role-modeling coaching and guiding: giving regular performance feedback; and identifying causes of disharmony and early resolution of grievances before they become Union issues.
* Optimize the use of manpower and other resources to achieve maximum productivity and cost-effectiveness and efficiency.
*
Branch Efficiency
* Set, monitor and achieve productivity goals in terms of Revenue per Dollar Cost and other key rations.
* Review the efficiency levels and effectiveness of branches and institute corrective procedures where necessary.
* Review/improve work processes, system/practices through process re-engineering and recommendation for system change and automation.
* Migrate best practices
Leadership/People Management
* Set goals and objectives for subordinates
* Monitor and communicate results achieved regularly
* Communicate information both generally and via regular formal meetings
* Identify causes for disharmony and early resolution of grievances
* Resolve issues and problems encountered with other business/support units quickly
* Identify and nurture superior performers to take on higher responsibilities
* Discuss performances with subordinates and agree on action plans to build on strengths and improve on weaknesses.
*
6. KEY RELATIONSHIPS INTERNAL
* BORM, UORMs, ORMAF, and Responsible persons undertaking business monitoring in various units.
* Head of Legal and Compliance
* IT personnel (Local and Group) & Systems and Processes personnel
* Training Manager(s) OL
EXTERNAL
* Auditors
* Regulators
* Vendors FOR
* Operational risk management, money laundering prevention, compliance and financial crime issues.
* Interpretation of and consultations on regulatory requirements.
* System Implementation, enhancement, user requirements and reporting requirements.
* Coordinating and conducting training for staff.
FOR
* Audit and reviews.
* Inspection and regulatory requirements.
* Compliance with SLA terms
7. KEY MEASURABLES * Cross team collaboration and leadership skills - proactive engagement with the General Manager, Integrated Distribution, BORM and all other responsible persons in the unit.
* Effectiveness of the control and monitoring of Operational risk, compliance risk and money laundering prevention at the business level.
* Satisfactory results on audit undertaken by Group Internal Audit, FSA, regulators and external auditors.
* Timely communication of changes to the regulatory environment and internal Policies from Legal and Compliance and Operational Risk Management Group.
* Timely reporting and escalation of real or potential significant operational risk exposures.
8. KNOW HOW AND EXPERIENCE * University degree holder and 5 years experience in Banking Operations gained through working in the Core areas of Banking.
* Professional qualification in Banking or Accounting preferred
* Good knowledge of the Group Operational and Compliance Risk Policies
* Analytical, problem solving and attention to detail
* Experience in Audit or Control an advantage though not a prerequisite
* Strong leadership, decision-making and management abilities.
* Proficiency in using key Banking systems and a good understanding of process mapping and process review
* A strong team player capable of interacting with senior business/risk management.
* A good performance track record.
9. Authorities * Free Access to General Manager, Integrated Distribution
* Free Access to all documents and records within the unit and for area of responsibility, with exception of information governed by specific policy
* Recommend and implement actions and solutions to mitigate operational risks and enhance compliance at the Business Unit level.
Key Roles & Responsibilities
Enter roles and responsibilities
Qualifications & Skills
Enter qualifications and skills
Diversity & Inclusion
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.
APPLY
Ctry/Reg/Cluster Hd, Br Bank'g - Standard Chartered Bank
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