Responsibilities
Assist the branch manager in Implementation and oversight of the below responsibilities:
- Drive and implement strategies
- Accelerate client acquisition and penetration in target segments
- Develop targeting strategies by Segment and geographic presence such as consideration and pull-based sourcing.
- Inculcate a robust and deep-rooted service culture
- Ensure accurate and timely delivery of client journeys and scripts.
- Work with stakeholders to ensure achievement of Segment-wise targets. Conduct root cause analysis and de-bottleneck issues as required.
Performance Measurement & Tracking
- Responsible for defining strategy for conversion of leads provided by Segment.
- Work closely with Digital channels on fulfillment of Online acquisition and ongoing usage
- Work closely with Segment, Product and Performance Management Teams to ensure overall performance standards and KPIs are met
- Ensure high level of FLC and upkeeping the service standards in our touchpoints
- Ensure deliverables in budget/ scorecards are met
- Ensure contactability ratio of RM to clients
Ensure compliance and familiarity to standards
- Adherence to laws and regulations, internal risk and compliance policies and the Group Code of Conduct
- Timely completion of all mandatory risk and compliance training, including e-learning by the set deadlines
- Completion of all mandatory risk and compliance training and related compliance acknowledgements by each member of your team by the set deadlines
- Demonstration of adherence to the Group Management Responsibilities policy and fair accountability principles
- Prompt and decisive action when any risk and compliance weaknesses become apparent, addressing them in an appropriate timeframe, escalating where necessary, having carefully understood what happened and why
- Develop, rollout, maintain and where applicable, recommend procedures and controls that meet / strengthen the requirements of Group and local policies and standards.
- Ensure the teams are 100% compliant with rules and regulations, and ascertain adherence to operational risk controls and procedures in day-to-day management
- To be measured against the overall ORF standards of CR, and be accountable for adherence to Risk Assurance Framework laid down at group and country level.
- To ensure good ratings in internal / external audits, governance, compliance and GIA reviews
- Work with Country Learning and Talent Development/curriculum architects to set training standards at Country Level including those relating to compliance.
- Work collaboratively with Financial Crime Compliance, AML, L&C on Client Due Diligence and KYC processes.
- Provide input to governance and operational risk to define measures and controls for prevention of mis-selling, mis-representation, fraud and for adherence to Treating Clients Fairly principles.
- Ensure timely completion of CPD hours
- Embed strong 1st line credit and conduct mindset and capabilities
- Strengthen staff awareness/knowledge of cyber risk via training of good practices and lessons from market incidents
Financial Objectives
- Maintain MIS accuracy and discipline, and ensure adequate control on payment of incentive to sales channels, vendors and agencies
- Ensure effective resources allocation, capacity and cost management linked to participation model and related product / segment strategy and focus
- Periodic review with stakeholders on the sales channel's deliverables and effectiveness
- Deliver against budget/ forecast and ensure business delivery is done with good conduct
People Management
- Coach, equip, empower and energize both the frontline and support staff to deliver the best result
- Implement effective HR standards and strategies, manage succession plan, retain key talent, constant discipline in performance management.
- Engage Training to address training needs, implement training roadmaps
- Ensure sales channel's discipline in HR & training related matters
- Be an effective agent of change and role model for talented staff throughout the bank
- Establish effective FTE management and hiring to ensure seamless delivery of client experience at branches and hubs
Key Measurable
- Agreed sales target for individual team(s)
- Agreed service standards to customers
- Operation control and sales compliance
Strategy
Business
- Responsibilities related to the delivery of business and/or financial objectives.
Processes
- Reference the processes for which the Role Holder is responsible, as per the Operational Risk Framework definition of first / second line.
People & Talent
- Responsibilities that are related to the development and implementation of a strategy, for example, Awareness and understanding of the Group's business strategy and model appropriate to the role.
- 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.
Risk Management
- Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Group, as well as an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them.
Governance
- Responsibilities relating to the direction, planning, structure, frameworks (e.g. processes and policies) and oversight.
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.
Key Stakeholders
- List all responsibilities associated with the management of stakeholders. Eg: Product managers, IA/IS specialist, Cluster heads & etc.
Our Ideal Candidate
- RNF and CFMAS Certificates
Role Specific Technical Competencies
- Client Acquisition Experience
- Account Management (of HNW Individuals) Experience
- Technical knowledge and expertise in consumer banking products (i.e. Treasury, Equities, Funds, Insurance, etc)
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.
