The Role Responsibilities

The role holder is responsible towards supporting the client journey across GLAS units – GLS, LA Ops, Tradeco and Tax Ops and the related operational risk related controls. The person should also monitor the performance of operations through key metrics such as – volumes, productivity, accuracy, service levels, losses/lapses, issues and Risk registers

Key onshore GLAS activities include –
Stakeholder engagement
Loan Agency Ops back up support
Assurance testing for units within GLAS
Management of transaction exceptions
Loan closing activities
Support the E2E client journey and be the bridge between country and hub
MIS and reporting
Other activities, as advised from time to time
Ensure the client experience is seamless based on efficient processing, timely resolution of client exceptions
Identify and support strategy to streamline processes, enhance productivity, reduce risk, improve controls, and leveraging technologies
Ensure that the team works collaboratively to deliver excellent client service, and to within agreed service level agreements including turnaround times, productivity, and quality
Support the hub to ensure processes are delivered to the requirements of the client journey
Ensure that SLAs are periodically reviewed with the hub and other operational units
Ensure all GLAS activities processed by self are done accurately and in a timely manner
Ensure DOIs are reviewed and updated periodically.
Risk Management
Ensure operational incidents (losses or near misses) and client complaints are logged in accordance with relevant polices
Ensure root causes reports relating to operational incidents are completed in line with the Banks policies including meeting of all reporting time lines. This includes the implementation of any appropriate process and control changes to minimise the probability of a re-occurrence.
Where client complaints occur, be responsible for the resolution of that complaint, performing appropriate root cause analysis and striving to ensure that the issue is resolved in a timely manner and to the client’s satisfaction, and reasonably cannot occur again
Ensure any material issues are escalated directly to the Head GLS, LA Ops, Tradeco and Tax Ops, USA in a timely manner when required i.e. Significant risks, regulatory breaches, significant conduct issues, capacity or capability issues, and client complaints
Ensure that there are no material audit issues or operational risk failures
Business Continuity Management:
Support Business Continuity Plans
Ensure compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements. This includes compliance with local banking laws and anti-money laundering regulations and guidelines.
Ensure timely escalation to Management of any exception noticed related to work and the environment
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.
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters
Take personal responsibility for understanding the risk and compliance requirements of the role
Ensure compliance with the Group Operational Risk procedures
People and talent
Encourage cross-training and facilitate interchange of best practices amongst team members
Promote and embed a culture of openness, trust and risk awareness, where ethical, legal, regulatory and policy compliant conduct is the norm
Actively participate in projects and initiatives
Ensure proper training is given to team members whenever required, including to the hub
Ensure backup staff is identified and trained
Other Responsibilities .
Participate & encourage participation in CSR Initiatives
Embed Here for good and the Group’s brand and valued behaviours
Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures
Key Stakeholders
Colleagues in GLAS
Country COO team
Business stakeholders incl. clients
Operational Risk team

Our Ideal Candidate
Have banking operations and client management experience
Very good knowledge of lending products and processes
Risk Management and Control – the ability to identify, assess, monitor, control and mitigate risks to the bank
Good understanding of the bank’s Operational Risk Framework
Good interpersonal and communication skills

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