Standard Chartered Hiring for Head, Consumer, Private, Business Banking Client Servicing & Transacting, Bahrain Job at Manama Full Time

The role holder is responsible and accountable for owning and delivering end-to-end, best-in-class for servicing and transacting client journey for RB (Retail Banking) clients in UAE / GBS. The role holder is expected to align the client journey objectives to RB’s strategic agenda and responsible for identifying and creating areas of competitive advantage in the transacting and servicing domain, including change management within the domain.

Key responsibilities include:

• Responsible and accountable for designing the end-state vision of the transacting and servicing client journey and setting the framework and organisational structure to deliver this experience. Embed digitisation principles in redesigning processes for straight-through-processing whenever possible.
• Drive adoption of existing and future process and technology initiatives.
• Own end-to-end accountability of Operations team supporting the transaction and servicing element for Retail Banking clients.
• Redesign and embed Transacting and Servicing-related processes aligning to Clients’ requirements while adhering to the Bank’s Operational Risk Framework (“ORF”) and develop control measures to ensure processes are functional.
• Manage & implement appropriate processes to ensure Payments and Financial as well as Clearing related activities (eg: PGS activities, Utility payments vouchers posting, settlements and reversals, etc) are monitored performed with utmost vigilance to avoid any errors/ omissions.
• Supervising and management of back office processing of court orders execution as per set norms and despatch of relevant cashier orders are adhered as per standard practises as well as ensuring that correct stop payments are placed on cheques as per report received from ecoats to avoid any reputational and financial risk to the bank.
• Oversee activities related to Servicing, Non Financial Transactions Unit related to Static changes and WM processes to ensure they are performed as per the laid down procedures and agreed service level agreement with the stakeholders.
• Ensure DOCBO & Regulatory processes are being processed within timelines and there are no TA breaches or losses arising from it. To embed highest standards of ethics, including regulatory and business conduct, understanding and ensure compliance with, in letter and spirit, all applicable laws, regulations, guidelines as per Group Code of Conduct.
• Ensure to have periodic visits to vendor premises to review, govern & monitor vendor activities as per laid down procedures.

Illustrative processes but not limited to the below:

• Ensure to have an End-to-end client focus, commitment to real time and high-speed processing, quick decisions, etc.
• Implementing and driving the client journey objectives to RB’s strategic agenda
• Driving defined strategy/ scorecards/ objectives in areas of competitive advantage in the servicing & transacting domain (including change management within the domain)
• Drive and Embed digitization principles in redesigning for straight – through-processing whenever possible
• Adopt existing and future process and technology initiatives and deliver outcome on standard metrics / scorecard for servicing & transacting, e.g. productivity, accuracy, service levels, losses/lapses, issues as per the ORF.
• Achieve high productivity and efficiency thereby resulting in improved service quality and a high level of client experience by maintaining a strong stakeholder management across functions to deliver end state process.
• Closely work with Regional COO to agree and resolve issues around the operating model, systems and processes to ensure these are considered and prioritised into investment plans, remediation initiatives and any other process as appropriate.
• Supervising and management of back off processing relationship for Retail Country Operations with oversight and governance of the GBS teams in Chennai and KL and arrangement with Global Business sourcing team in an effective manner to ensure that there is no adverse impact on BAU, Service Quality, Risk controls.

Strategy & Business

Align and drive the unit as per the refreshed strategic priorities to deliver our network, grow affluent business, optimize low returning markets, improve productivity, transform and disrupt with digital agenda.

Drive and implement the 5 tenets of operations in the country client servicing & transacting organisation and any relevant scorecard/strategy designed for the CJ & the overall RB COO function

Culture of inclusion: Create an importance of developing an inclusive work environment in ensuring sustainable business growth which helps to unlock the conscious and unconscious bias decision making and equips to accelerate management capacity to include others.

Purpose of the bank: Driving commerce and prosperity through our unique diversity.
It’s critical for any organisation to have a clear purpose – to be clear on what we stand for, what we are trying to accomplish and what differentiates us from the competition. We should be able to articulate it to ourselves, our colleagues and importantly, to our clients

Our values: Our value behaviours constantly challenge us to represent the facts without being subjective by innovatively thinking out of the box showing our Entrepreneur skills of identifying opportunity and taking complete ownership in order to get desired results in a quick TAT through automation and fast paced actions of being agile while ensuring we are cheerful and spread positive vibes across teams.

Here for good: Our Group CEO reiterated our brand promise – Here for Good by mentioning that as much as we recognise the strengths we have, we can always do better. And we must never settle, we do the right thing and we do it together. It brings together our new Purpose, our valued behaviours and everything that helps us become a high-performance human bank and deliver on the Here for good promise.

Operational Management, Processes & Governance

• Ensure that all processes/ practices in the Unit comply with the Bank’s risk and compliance procedures to minimize security and risk exposure & ensure this is clearly defined/ trained and supported to enable best in class operation performance within the teams.
• Work with the Retail Products team to support new product / special project launches and to set targets for Service Level Agreements, Turnaround time, productivity and accuracy measures and ensure robust performance tracking and communication of benefits and results.
• Ensure that efficient quality service is provided to both internal and external customers that meet or exceed agreed service standards of the key products/ services offered by Retail Business.
• Work in collaboration with Process Development Unit (PDU), Business Risk (BRM) and relevant stakeholders to ensure all processes are documented, up-to-date and being effectively implemented by the operations team in Bahrain and Chennai and to maintain a strong and appropriate control and compliance environment within the unit
• Where possible, migrate activities/functions to GBS centres with a view to leveraging economies of scale on the cost, service and risk fronts.
• Ensure that all BIA, BCP & DR related activities are smoothly carried out for the unit.
• Ensure adherence to all CST (Control Sample Testing), HCL (Health Check List), KCS/ KRI and ORF (Operational Risk framework), SRRM reviews, internal/ external escalation for referrals, etc

Risk Management

• Adhere to risk Management scorecard, Risk Metrics and objectives related to your function
• Engage with in-country Risk team for effective management of identified risks
• Ensure there is a framework for effective management of operational risks in the transacting and servicing journey for Retail Banking clients and in compliance with applicable internal policies and external laws and regulations across our markets.
• Responsible for embedding of Operational Risk Framework linked to journeys related to transacting and servicing in Retail Banking, ensuring appropriate focus on High risk and Very High-risk issues.
• Responsible to minimise operational loss and audit failures and in conjunction with country and regional COOs, and RB operations heads to ensure appropriate focus on issues and resolutions in collaboration with business risk management
• Work with the relevant NFRCs to ensure processes for transacting and servicing for retail clients are fit for purpose and meet regulatory requirements.
• As a member of the Retail Banking COO Management Team, ensure that direct reports execute responsibilities as outlined in the Group Operational Risk Framework.

(a) maintaining a strong and appropriate control environment covering Retail Banking businesses

(b) Restricting business if existing infrastructure and processes, capacity or capability are not fit to execute business within operational risk tolerance, regulatory standards or growth aspirations.

• Accountable to own regulatory audit / inspections on COO teams in country / region as well as offshore service centres through direct reports. Represent the bank as appropriate to regulators.
• Responsible for delivering ‘effective governance’; ability to challenge fellow executives effectively; and willingness to work with regulators in an open and cooperative manner

Business Continuity Management:

• Accountable to ensure BCM framework adequately supports the business strategy. Where necessary provide executive sponsorship for major BCM initiatives.

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; Financial Crime Compliance; The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

People and Talent

• Champion and act as a role model of the Group’s values and culture in the region
• Lead and support a change in mindset, building a culture of client centricity, agility, and accountability through standardised metrics and measurement, ensuring everyone in Operations are drivers and owners of client outcomes.
• Set effective metrics and standards, transparently communicating them to team members, providing feedback and rewarding employees accordingly. Set the appropriate tone and expectations for the wider team.
• Employ, engage, and retain high performance people, to maximise the success of design and delivery with succession planning for critical roles.
• Ensure team structure/capacity is reviewed to enable delivery of client outcomes and meet the needs of all stakeholders.
• Ensure the provision of on-going training & development, ensure that direct reports are suitably skilled and qualified for their roles and that they have effective supervision in place to mitigate any risk.

Key Stakeholders

• Regional RB SnT Head
• Internal: Country Management Team, Front Office, Inter-Department (on/off shore), Product, Credit, L&C, Tax, project teams, etc
• External: Auditor (Internal & External), Service Providers, Regulator(s)

• Products covered: All Retail Products