Head of Operations Intergrated Distribution at Standard Chartered Bank

JOB PURPOSE 
* To continually evaluate business processes and improve productivity in Integrated Distribution & Retail Clients 
* To support early detection& timely resolution of significant operational risks within ID 
* To deliver cost effective, consistent & high quality business solutions for ID units 

KEY RESPONSIBILITY 
* Custodian of ID process flows 
* Review & improve ID process flows, KCSs 
* Ensure compliance with bank policy & ensure bank's policy breaches are appropriately authorised 
* Support introduction & deployment of systems, technologies & processes to provide competitiveness & facilitate attainment of ID agenda items 
* Preparing, reviewing & testing ID units compliance with departmental procedures 
* Periodic engagement of all ID units on operational efficiency 
* Implement & develop processes, policies, procedures & surveillance systems to support ML monitoring & detection 
* Prevention & detection of money laundering & financial crimes 
* Monitoring of ID units for infringements on laws, regulations, processes, policies & procedures. 
* Implement regulatory requirements in the ID units 
* Participate in quality improvement projects across the ID units & other processing centres to drive operational excellence and cost reduction 
* Monitoring organisational structure & staffing requirements to match workflow within the branch operations functions 
* Review RDs of ID staff to identify and rectify issues that pose operational risks 

KEY RELATIONSHIPS 
* Internal 
* Branch Managers 
* Branch Customer Service Managers 
* Call Centre Manager 
* Internal Audit 
* Procurement 
* Finance 
* EB & NB 
* SCB Way 
* Digital Channel 
* Compliance 
* Legal 

EXPERIENCE/ KNOWLEDGE REQUIRED 
* Professional qualification in operations with over 5 years managerial experience in operational procedures 
* Atleast 2 year experience in branch operations 
* Good knowledge of Retail Clients products, practices & operational risk framework 
* Strong analytical, writing, communication & interpersonal skills 
* Proficiency in Microsoft packages; excel, outlook, PowerPoint & word 
* Excellent appreciation of banking operations & systems 
* Appreciation of local laws/ regulations governing operations of financial service institutions 
* Competence in processes/ systems analysis techniques 
* Good organising, time management, communication & interpersonal skills 
CONTRIBUTES TO 
* Competent management of operational risks & compliance requirements and issues 
* Efficient delivery of services in accordance with agreed standards 
* Efficient resolution of customer complaints 
* Provide input towards formulation of RC operations planning/ strategies 
* Add value to decision making regarding system upgrades & process re-engineering 
DIMENSIONS 
* Ensure SLAs between ID & other processing units are fully complied with 
* Smooth implementation of new systems & operational initiatives to meet business requirements 
* Improve productivity/ efficiency of branch support function through revamping processes & systems 
* Management of RC process/ system re-engineering which has a direct impact on operational efficiency 
AUTHORITIES 
* As per Delegated Authority 
COMPLEXITY/ JUDGEMENT 
* Efficient operational risk management (minimise loss as a result of errors, frauds & forgeries) therefore enhancing bank's profitability and reputation 

Key Roles & Responsibilities 

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Qualifications & Skills 

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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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