Team Leader, Channel Operations

Job Summary To manage the relationship between In-country CMF CSG and the business units as well as between other team members within TB CASH OPS To co-ordinate with respective In-country IMO teams and ensure that all activities are completed as per agreed Service Level Agreement Ensure there are NIL exceptions Customer complaints To handle requests of CCIB and WRB clients in channels platform Understand the importance of the client request and allocate the work accordingly on FIFO model To be highly vigilant before approving any requests Strictly following the DOI s and bring into LM s notice in case of deviations To maintain high quality in capturing details as per the request received in TP systems wherever applicable and driving the same across the team To ensure error free work with no operating losses where ever applicable Handle stake holder queries and provide quick resolution Responsibilities Communication Skills Clear and effective verbal and written communication Ability to convey complex information succinctly Strong interpersonal skills for team collaboration Leadership and Team Management Conflict resolution and negotiation skills Ability to delegate tasks effectively Strategy Manage teams in building a stronger relationship with our clients and customers Manage initiatives to innovate and digitize their processes as well as intensifying collaboration across the network To accelerate new generation of leaders Manage all initiatives to get more fit and flexible in the way we work Focus on proving that we are here for good Processes Ensuring continuous improvement in timeliness to the standards prescribed for the process from time to time Releasing deals as per the department operating instruction manual customers instructions and within the timeliness and accuracy standards specified Ensuring compliance with all applicable Rules Regulations and Company and Group Policies Identifying exceptions from the norms initiating corrective and preventive actions Comply with Group Money Laundering Prevention Policy and Procedures and Sanctions to the extend applicable and reporting all suspicious Transaction to the Line Manager Where applicable ensure compliance to Group and Country Regulations are managed to the extend agreed with the Countries and ensure all staff adhere to the same People and Talent Lead through example and build the appropriate culture and values Set appropriate tone and expectations from their team and work in collaboration with risk and control partners Ensure provision of ongoing training and development to larger teams and ensure that direct reports are suitably skilled and qualified with effective supervision in place to mitigate any risk Employ engage and retain high quality people Set and monitor jib descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives Promoting an environment where all team members develop a sense of involvement in the conduct of their regular work and contribute ideas with the objective of achieving excellence in service quality Business Maintain a close working relationship with the customers to ensure that service issues are promptly escalated and acted upon Initiating implementing service quality initiatives Uphold the values of the Group and company at all times Risk Management Responsible for the Audit and Risk Control Standard associated with Cash Services operations To ensure approved generic Product Programs and their corresponding Country Product Templates are in place before any product is accepted for implementation by Service Delivery To refer any instances to Group Operations and CORG via KPIs and monthly risk exception reporting To proactively monitor and manage operational risks system risk and channel risk of the products and to highlight any potential and actual breakdown of controls to Group Operations and CORG via KPIs and risk exception reporting Work with UORM to develop design and implement control measures and monitoring plans for compliance and operational risk management Timely update of monitoring conducted in ORMA Optial Ensure risks and issues identified are resolved in an appropriate and timely manner 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 Lead the country business unit function XXX team to achieve the outcomes set out in the Bank s Conduct Principles Fair Outcomes for Clients Effective Financial Markets Financial Crime Compliance The Right Environment Effectively and collaboratively identify escalate mitigate and resolve risk conduct and compliance matters Insert local regulator e g PRA FCA prescribed responsibilities and Rationale for allocation Where relevant - Additionally for subsidiaries or relevant non -subsidiaries Serve as a Director of the Board of insert name of entities Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association or equivalent Governance Provide oversight across three hubs ensuring 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 Embed the Group s values and code of conduct in SSC Cash to ensure that adherence with the highest standard of ethics and compliance with relevant policies processes and regulations among employees form part of the culture Skills and Experience Manage Conduct Manage Risk Manage People Operational Manage Change Manage Projects Business Products and Processes Qualifications Strong team player able to work in partnership with other individuals on day-to-day and long-term projects Strong stakeholder management and engagement skills Solution oriented able to manage through complex situations and able to work well under pressure with a high degree of accuracy Strong drive to deliver Knowledge of Client Management processes and target operating model Experience in client service and or front office experience desirable good product knowledge and understanding of a wide range of corporate structures Knowledge of the region - preferably an on-the-job experience in the region Excellent verbal and written communication skills is essential Fluency in English both speaking and writing is essential additional language skills may be needed based on local needs Project management skills desirable attention to detail strong follow-through and good judgment 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 41443