Manager

Job Summary

• Job holder is responsible to ensure end to end processing of assigned following activities/products in line with agreed SLA &TAT. Activities: - Inward Clearing, Outward clearing under CTS, FINOPS, Credit Card Returned/Undelivered, transfer transactions(Including CMS cheques etc), ECS, Recon GL/Internal Suspense Accounts, Queries
• Job holder is accountable to ensure error free processing for all financial transactions (ebbs, e-branch, PSGL, FINOPS (Credit Cards Cheque Processing) & other related applications) within self allotted authorities and after obtaining the necessary approvals along with appropriate vouchers signed off to avoid any operational loss thereafter and averse comments in audit review.
• Job holder is responsible to ensure Zero Pendency in record/documents archival as per laid down process/timelines
  
  

Business

Key Responsibilities

• Ensure timely and effective resolution of complex customer queries and complaints.
• Maintain a client-centric approach, understanding customer requirements, and guiding team members to deliver exceptional service.
• Develop and implement strategies to enhance customer satisfaction and loyalty
  
  

Processes

• Oversee daily banking operations, ensuring productivity, accuracy, and timeliness norms are consistently met.
• Identify, share, and implement best practices within the team to standardize, simplify, and automate processes.
• Minimize non-value-added activities, reduce turnaround time (TAT), maximize paperless processing, and deskill activities.
• Lead process improvement initiatives through automation, Straight Through Processing (STP), digitization, or cost reduction solutions.
• Ensure cross-skilling of team members across various process elements and product areas to ensure flexibility and coverage.
• Utilize all training opportunities available to enhance team skills and knowledge.
• Maintain smooth interaction and effective TATs for all activities.
• Ensure the updating of all registers, trackers, and Management Information Systems (MIS) on a daily basis.
• Take ownership and drive end-to-end resolution of issues encountered.
• Ensure team members have sufficient process knowledge to independently perform operations and demonstrate proficiency.
  
  

Data Analytics

• Utilize data analytics to identify trends, patterns, and opportunities for process optimization and customer service improvement.
• Develop and maintain dashboards and reports to track key performance indicators (KPIs) and operational metrics.
• Provide data-driven insights and recommendations to senior management for strategic decision-making
  
  

Project Management

• Lead and manage projects aimed at improving operational efficiency, customer experience, and compliance.
• Develop project plans, timelines, and budgets, ensuring projects are delivered on time and within scope.
• Coordinate with cross-functional teams, stakeholders, and vendors to ensure successful project execution.
• Monitor and report on project progress, addressing any issues or risks promptly.
  
  

Compliance And Risk Management

• Ensure all activities comply with regulatory and compliance requirements, bank policies, and procedures.
• Identify and escalate potential risks or issues to the appropriate channels.
• Participate in regular audits and compliance checks, ensuring all documentation and processes are up to date and accurate
  
  

Team Leadership And Development

• Lead, mentor, and develop a team of banking operations staff, fostering a positive and productive work environment.
• Conduct regular performance reviews, providing feedback and setting development goals.
• Promote a culture of continuous improvement and innovation within the team
  
  

Reporting And Documentation

• Prepare and maintain accurate and timely reports for senior management.
• Document all processes and procedures, ensuring they are accessible and up to date.
• Maintain confidentiality and security of all banking operations and customer information.
  
  

Skills And Experience

• Bachelor's degree in Finance, Business Administration, Data Analytics, or a related field. A Master's degree is preferred.
• Proven experience in banking operations, data analytics, and project management.
• Strong understanding of banking products, services, and processes.
• Excellent customer service and communication skills.
• High level of accuracy and attention to detail.
• Ability to work under pressure and meet deadlines.
• Proficiency in data analytics tools (e.g., SQL, Python, R) and banking software.
• Strong project management skills, with experience using project management tools (e.g., MS Project, JIRA).
• Strong problem-solving skills and a proactive approach to identifying and resolving issues
  
  

Core Competencies

• Customer Focus
• Operational Excellence
• Data-Driven Decision Making
• Project Leadership
• Compliance and Risk Management
• Continuous Improvement
  
  

Risk Management

• Adhere to laid out processes and procedures while completing process actions
• Ensure no surprise culture : no failed Audit and to achieve at least satisfactory rating in all groups / external / internal audit / service quality audits.
• Comply with Group Money Laundering Prevention Policy and CDD Policies/Procedures to the extent applicable and reporting all suspicious Transactions to the Line Manager.
• Ensure adherence of BCSBI, Compensation Policy, Cheque Collection Policy guidelines and any other Group company policy.
• Inculcate the practice of doing Right the First Time ( FTR)
• Ensure appropriate and adequate documentation is in place for process action
  
  

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
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association
  
  

Key stakeholders

• Branches
• Contact Center
• Business Teams
• Regulators
• BRM
  
  

Role Specific Technical Competencies

• Expertise in MS office
• Typing skills
• Time Management
• Adaptability
• Problem solving
• Client Centricity
• Data Analytics
  
  

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.