Associate Director, Cash Cross Border, Advisory

Job ID: 36977

Location: Mumbai, IN

Area of interest: Operations

Job type: Regular Employee

Work style: Office Working

Opening date: 18 Aug 2025

Job Summary

This role is responsible for delivering excellent client service and product advice (Cash / Channel) for the Channel setup and related issues.

• Provide administrative support by accepting and arranging processing of various channels (straight2bank) and related products and services setup requests for all Corporate and Institutional Banking (CIB); including internal setups e.g. for Client Access, TB Implementation testing setups, various internal operations unit's setups relevant to SAT.
• Maintain a professional SCB image through all interactions with clients and internal stakeholders
• Responsible for ensuring all documentation is in place before handover to GBS teams for processing for simple and complex onboarding and maintenance setups
• Follow logging of all setups in unit in house tracker and GEMS / eOPS
• Referral management on setups in line with Global and Country DOIs
• To provide second level client support to resolve technical operating problems by conducting investigations, rectifying errors, including phone, email and on-site training and support,
• To ensure proper authorization process is followed when accepting setup registrations, submitting documents to GBS teams and file documentation as described in the respective DOIs
• Support new and junior team members by helping them in managing the BAU through knowledge sharing around systems and processes.
• Develop and maintain rapport with business stakeholders e.g. TB Implementation Managers, Product managers, Relationship and client managers as well as GBS Hub teams (cross functional) for superior onboarding and ongoing support to all clients
• Ensure discipline and risk control around client confidentiality in all interactions via calls and emails.
• Ensure strong due diligence on document safekeeping and data confidentiality.
• Perform /maintain oversight of recompilation controls around vasco tokens and documents.
• Support Team manager by handling / resolving first level escalations.

Key Responsibilities

Strategy

TB Solution Activation Team – Channel setups and training

• Timely escalation of setups off SLAs or any other issues being outstanding for clients, internal stakeholders
• Highlight significant issues/errors to team leader
• Awareness and adherence to Cash Business Continuity Plan (BCP) by maintaining due service delivery in crisis situations.
• Work closely with CMF / CM and TBS for quick and seamless client Channel related setups
• On a selective basis, attend sales calls with Relationship Managers (RM), Product Sales, other Front Office Teams
• Provide pro-active client updates
• Deliver product / channel training to clients
• End to end ownership of client channel setups and trainings, through close collaboration with various internal stakeholders, whilst providing regular updates to clients as well as internal partners such as RMs, TB Sales, other Front Office Teams.

Processes

• The role demands an individual with a robust Cash/Channel product knowledge and effective internal stakeholder and client management. Identify and assist in the implementation of smooth and seamless Channel setups for NTB & ETB clients

People & Talent

• Individuals with Straight2bank Channel and implementation knowledge
• People with Strong analytical skills, metric management, drive change based on thematic output
• Good knowledge of Cash product/processes
• Organized and detail orientated
• Effective interpersonal communication skills
• Organised and efficient working practices
• Good problem-solving skills
• Able to identify and manage both process and operational risks
• Ability to work under pressure
• Client focused service delivery

Risk Management

• Comply with Operational Risk Framework for TB SAT processes including but not limited to client documentation and related setup processes.
• Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager
• Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations

Governance

• Responsible for effective delivery of the key components of channel implementation/maintenance management that is the mainstay of the TB Solution Activation team

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 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.

Key stakeholders

• External clients
• Respective Product Operations Team Leaders, and Operations Head in country
• RMs & CM Managers
• TB Product & Sales Managers
• CMF / CET
• GBS SAT / GBS CADM Teams
• Technology partners e.g. PSS, Collective Intelligence & Command Centre

Skills and Experience

Communication skills

Qualifications

• Graduate / Postgraduate
• Exceptional communication skills (Written and Verbal)
• A person from commerce background is preferred
• Experience in a similar service role / banking knowledge.
• Multitasking abilities and a fast learner

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.