Standard Chartered Hiring for Associate Director, Client Delivery Job at Dubai Full Time

Roles and Responsibility
Strategy
Targeted Improvements

• Ensure uniform approach towards implementation of Global IMO Model and adherence to DOIs
• Engage a wide range of internal stakeholders for discussion in order to streamline processes and implement changes
• Act as a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client channel issues and identify opportunities to improve overall channel service for the clients

Automation and Streamlining

• Monitor the efficiency, effectiveness and quality of the operations from time to time and provide corresponding actions for improvement with respect to the changing business or customer needs
• Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes
• Drive adoption by the team, of the latest tools and techniques to improve performance
• Adherence to changes in line with the IMO destination model

Business

• Liaise with business units, local/group product, other supporting operations and external business partners when necessary to capture business opportunities in a timely and effective way
• Supporting various stakeholders on regulatory and audit requests
• Act as departmental coordinator for outsourcing matters. This requires detailed understanding of outsourcing policy, procedure and regulation
• Maintain good working relationships with the various Business Units, Finance, Risk, Technology and Operations community
• Undertake ad-hoc duties and when delegated by Line Manager and Country Head of IMO
• Identify process improvement opportunities and work closely with management to implement the change

Processes
General

• Deliver quality, risk management, efficiency and effectiveness as per agreed standards & metrics
• Drives relevant targets across team. Ensures that the team works collaboratively to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and to within agreed service level agreements including turnaround times, productivity, and quality
• Ensure work performed by team is error free with no operating losses and adheres to first-time-right principles. Contribute to the teams’ BAU productivity at the highest standards, ensuring minimal rework across the team within all processes managed.
• Manages document inventory, ensuring processes are in place and consistently adhered to by the team in line with global documentation standards and to enable retrieval of documentation in a timely manner
• Drives robust operating rhythm across team, ensuring allocation of resources against simple vs. complex and critical activities delivers best outcomes for clients and the Bank. Proactively plans capacity by forecasting volumes and measuring cycle times
• Identify process and service improvement opportunities and work closely with management to implement changes, facilitate transfer of best practices
• Drives implementation of change initiatives
• Ensure that appropriate internal resources, systems, procedures and controls are in place and are operating effectively
• Resolve escalations from team, including follow-up with clients, ensuring the “once to client” rule is adhered to as much as possible
• Appropriately challenge stakeholders in the value chain where necessary, facilitating resolution of complex cases and where blockages exist that impact execution
• Ensure, lead and monitor both strict adherence to regulatory requirements, and efficient preparation for Audit reviews
• Responsible for appropriate and timely escalation, especially significant risk issues, to any governance committees or to other stakeholders in senior management, risk or control functions as appropriate
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures

Client Due Diligence (CDD) and Regulatory Onboarding (e.g. FATCA, CRS)

• Demonstrate thorough understanding of the Group’s Client Due Diligence (CDD) policies and procedures, various systems, and how it correlates with business needs. Provides input and insight into relevant policy & project discussions as required.
• Ensures that applicable CDD standards are adhered to by team and all policy/ process/ procedure gaps are highlighted and resolved with relevant stakeholders and senior management on a timely basis
• Ensures all staff are adequately trained on policies & procedures. Ensures only staff accredited to handle CDD (including relevant Correspondent Banking accreditations) are granted access to the system and execute CDD activities
• Drive GIC and network onboarding processes

Credit Documentation

• Provide inputs into the Credit Issues Committee (CIC) pack, working closely with the Control & Governance team to ensure outcomes and relevant actions are completed within timelines
• Perform credit documentation activities for the deals flowing from CCIB
• Conduct checks on Credit Documentation output as applicable
• Ensure that the data sources used for the extraction of the return is correct
• Identify processing risks or inefficiencies and implement appropriate and effective changes
• Perform checks, ensuring that Credit Documentation output from Client Delivery GBS documentation teams (as required) adhere to policies and procedures
• Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures, as they relate to process, products, policies and regulations
• Identify processing risks or inefficiencies and implement appropriate and effective changes
• Generate daily / fortnightly / monthly reports for Senior Manager/ Business Head
• To check and process lodgement / withdrawal in Collateral Management System (CMS)
• Registration stamping and perfection of securities & CMS updates
• Perform collateral registration and de-registration

Enablement [Account Opening and Channels]

• 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
• Facilitate Channels on boarding, on-going maintenance activities including training and post implementation service support to our Straight2Bank clients
• Work closely with Transaction Banking Implementation Manager for complex implementations as per agreed process
• Provide Straight2Bank training to client for implementations via phone, web-ex, face to face
• Document Archival (hard and soft copies)

People and Talent

• Ensure staff are adequately trained to support both existing and any new requirements
• Provide/ secure / enable access to relevant role-specific and general training to the team
• Manage talent and hiring across IMO, ensuring high performance team and bench strength. Own the development of the individuals within the team, using performance management and staff development to provide a deep pool of talent and opportunities for individual growth
• Collaborate with members of the team and plan individual training to be completed over the P3 cycle, to achieve required competencies
• Enable team to function optimally, providing guidance and coaching to members. Drive and encourage cross-training and mentorship, facilitating interchange of best practices amongst team members and across teams
• Manage and control overall attrition at acceptable level. Attrition of top performers to be managed. Minimize key man risks within team.
• Develop succession plan for self and for all critical resources in the team

Risk Management

• Demonstrate high level of preparedness by self and team for any Audit and ensure NIL audit failures/ NIL adverse audits grading in reviews
• Understand the risk and control environment in their area of responsibility and drive rectification as required. Develop awareness of changes in the policy and regulatory environment, predict challenges and identify initiative opportunities to manage change implementation at the right time
• Ensure that Risk Management matters that are brought to the job holder’s attention are subject to direct remedial action and/or ensure adequate reporting to the relevant superiors and/or Risk Committees
• Proactively manage risks and establish/monitor controls to improve the overall state of the risk management and operating framework and across team
• Provide crisis management support on behalf of IMO head for ad hoc control and procedural issues
• Support the framework for effective management of operational risks across the Business and compliance with applicable internal policies, and external laws and regulations

Governance

• Effective management of IMO teams to provide support for the business
• Ensure CST scores are maintained within thresholds. Ensure rework is closely monitored and controlled. Conduct monthly rework forums to discuss repeat themes and arrive at corrective actions involving IMO. Ensure NIL observations in Control Assurance (CA) review
• Ensure robust performance management in place using relevant Productivity / Performance MIS. Monthly, quarterly and annual review discussions to be completed by stipulated timelines
• Ensure that appropriate internal resources, systems, procedures and controls are in place and are operating effectively and timely reporting/escalation of significant risk issues to senior management
• Ensure there are appropriate frameworks in place to guarantee that IMO team functions within the Group’s risk appetite and relevant risks are appropriately managed in conjunction with management, direct reports and other stakeholders.
• Ensure, lead and monitor both strict adherence to regulatory requirements, and also efficient preparation for Audit reviews
• Fulfil supervisory responsibilities in line with supervisory principles
• Maintain oversight on quality & timeliness of ‘Service Review Meetings’ (SRM) to be held every month between business Teams & Hub or Country CETs
• Manage in country or other remediation’s as required to ensure gaps in capability, process or data/docs are brought up to a best in class standard over time
• Utilize metrics and the agreed service standards to drive decisions and improve operational service excellence

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Valued Behaviours and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, for self and managed staff. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Achieve the outcomes set out in the Bank’s Conduct Principles: Financial Crime Prevention; The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders
Internal

• Country IMO Head
• Client Delivery & IMO Enablement Managers and Specialists
• GBO Hub teams and In-country CET teams
• Account Opening Teams
• Front Office (RMs, CMs, CCMs)
• Lending Documentation Unit
• Commodities Transaction Management Unit
• Business CRM
• Regional CDD Risk Managers
• Business Operational Risk Manager
• Client Documentation and Control
• Credit Documentation CoE

Other Responsibilities

• Embedding Here for good and the Group’s brand and valued behaviours in the Integrated Middle Office team
• Performing other responsibilities assigned under Group, Country, Business or Functional policies and procedures

Our Ideal Candidate

• Ability / experience managing individuals or teams
• Ability to build strong relationships with diverse stakeholders, work collaboratively with them to deliver exceptional client service & experience while balancing robust operational management
• Ability to directly influence stakeholders across value chain to secure resources and buy-in required to deliver operational and client service targets
• Ability to understand and derive insights & improvement opportunities from MIS and performance data
• Strong drive to deliver
• Ability to positively engage and build rapport with clients
• Has a clear understanding of the client needs being serviced; able to articulate and align team to them
• Knowledge and experience in relevant processes managed by the Integrated Middle Office
• Sound knowledge of local regulations (CDD, credit and lending, risk management)
• Superior writing and presentation skills in English

Role Specific Technical Competencies

• Manage Conduct
• Manage Risk
• Manage People
• Operational
• Process Management
• Data Conversion and Reporting

About Standard Chartered
We’re an international bank, nimble enough to act, big enough for impact. For more than 160 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
• 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, parental/maternity (20 weeks), sabbatical (12 weeks 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.
• Recruitment assessments – some of our roles use assessments to help us understand how suitable you are for the role you’ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers