Senior Manager CRC

Role Responsibilities

Strategy
• Ensure uniform approach towards implementation of Global Client Management Model and adherence to DOIs
• Engage a wide range of internal stakeholders for discussion in order to streamline processes and implement changes
• Reinforce synergy between countries, regions and hubs, through close communication and consistency of standards
• Spearhead the delivery of change projects, improvement, remediation activities
• 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 Client Management destination model

Business

The Change & Transformation team supports the Head CRC and focuses on all aspects of business management with particular emphasis on Automation, elimination and rationalisation of process.

As such the Senior Manager Change and Transformation will:
• Lead engagement with multiple change / project teams & internal stakeholders within CRC on changes impacting CRC processes
• Collaborate with cross functional units for improving and maintaining the level of operational efficiency for CRC
• Assist with governance of the business to ensure that we operate within internal and external guidelines. To maintain an overall vigil and work with the Business to ensure operational controls commensurate with the risk appetite of the Bank.
• Develop awareness of business changes, predict challenges and identify opportunities to optimise people & processes and add value to client & frontline
• Serve as a thought leader for the processes within GBS
• Create effective presentation packs for Senior Management, internal stakeholders and cross functional stakeholders
• Set and Close collaboration with Group, Region and Country business and function stakeholders, shared utilities and other networks to achieve transparency and consistency of execution of the end state operating model, maintaining exemplary levels of conduct
• Effective relationship and key stakeholder management with and across the networks to identify and address issues/ concerns

Processes
• Lead Process Improvement for CRC
• Deliver comprehensive impact analysis covering short and long-term impacts.
• Identify key processes for further streamlining, work on process improvements fine-tuning of the operating and organizational models, and ensure optimum delivery of processes in accordance with globally consistent standards, controls, and levels of conduct & valued behaviours
• Optimise CRC processes with the aim to improve client experience, reduce 'time to revenue' without impact on control standards
• Continuously improve productivity and efficiency of processes and people
• Drive a strong results-oriented CRC team supported by robust data-enabled performance management tools.
• Apply strong analytical skills, intuitive thinking to carefully examine and use data
• Improve the flow of information within a unit through use of Microsoft excel, PowerPoint presentations
• Help businesses efficiently capture and use information
• Ensure all reported information is accurate and relevant
• Collate / download data and map the same as per the requirement
• Coordinating with different teams for the data and checking its accuracy
• Preparing Daily, Weekly & Monthly MIS Reports.
• Preparing PowerPoint presentations, Graphs and analytical reports basis the requirements in a timely manner
• Ability to manage multiple requirements and deliver as per the agreed timelines
• Should be a Team Player and flexible enough for multitasking
• Ensure timely escalation to Senior Management of any exception noticed related to work and environment

People and Talent
• To partner with the group and identify, drive and implement change management initiatives
• To embed the NWOW & change management culture within CRC GBS
• To present, communicate and socialise the change management areas of work and to positively manage the impact of such changes

Risk Management
• Ensure implementation of the OR Framework across managed processes
• Control operations to meet risk tolerance thresholds set for processes managed
• Proactively manage risks and establish/ monitor controls to improve the overall state of the risk management and operating framework in the country
• Work closely with Local Compliance, Credit, Legal, and Risk for guidance on complex policy/ risk issues and actively provide feedback for process gaps and revisions required
• Provide insights and highlight risks/ mitigation to senior management, governance forums, and group teams based on understanding of country dynamics and MIS & analytics
• Manage remediations as required to ensure capability, process, or data/ docs are brought up to a best in class standard over time

Governance
• Responsible for delivering effective governance for CRC in compliance with applicable internal policies and external laws and regulations
• Ensure that the risks are clearly identified and quantified, properly tabled in the appropriate forums
• Ensure, lead, and monitor strict adherence to regulatory requirements, best practices, and a state of ever-readiness for audit & regulatory reviews
• Ensure alignment of GBS teams and processes supporting the country
• Senior escalation point for stakeholders on process and governance related issues in country
• Represent the CRC and act as an alternate to the CRC Head in the relevant governance forums
• Coordinate across network to facilitate Local and Regional network business
• Ensure robust performance management in place using relevant Productivity / Performance MIS. Monthly, quarterly and annual review discussions to be completed by stipulated timelines
• 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. 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
• Region and Country CCIB Heads
• Operational Risk Teams
• Client Lifecycle Design Management Teams
• Regional and country Client Management teams
• Other Operational teams GBS Hubs & Countries
• Technology & Project Teams
• CCIB Regional / MT members
• Legal team; in-countries, Region and Group
• Enablement Forums and Product Owners
• Credit & Risk teams; in-countries, Region and Group
• Client Managers & Credit Analysts
• GIA
• Risk and Control Governance Functions
• Product Partners
• Global Client Management network
• COO Process owners and governance teams
• Front Office (RMs, CMs, CCMs)
• Credit Risk Managers

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
• Preferably Commerce Graduate / Post Graduate or CA / ICWA
• 100 to 120 Months of relevant work experience in the following areas:
• Advanced Product & process knowledge (knowledge in terms of customers, products and transactions)
• Banking operations experience (Credit Risk, Documentation, Client Service, CDD, payments, trade, markets or other) and service-oriented attitude.
• Excellent communication skills.
• Strong interpersonal skills with ability to network and influence decisions within the business and within infrastructure/ support teams.
• Excellent analytical and problem-solving skills.
• In-depth expertise in the Bank's Frameworks, control and governance.
• Knowledge of business practices, methodologies, products and operational processes.
• Flexible and responsive nature to handle multiple initiative and changing priorities
• Strategic thinker and with a macro dimensional view of the business.
• Microsoft Excel (intermediate)
• PowerPoint Skills (Advanced). Advanced presentation skills to present Business Plans/Outcomes for senior management.

ROLE SPECIFIC TECHNICAL COMPETENCIES
• Operational Functions (Domain - Product, Process & Systems) Advanced
• Process Management Advanced
• Time / Resource Management Expert
• Operational Risk Advanced
• Accuracy and Attention to Detail Advanced
• Understanding Customer Needs Expert
• Effective Communications Expert
• Problem Management Process Expert
• Interpersonal Relationships Expert
• Managing Change Expert
• Budget Management Expert
• Manage People Advanced
• Data Analysis Expert
• Strategy Formulation & Implementation Advanced
• Manage Projects Expert
• NWOW Expert
• Process Improvement Expert

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 , together with our brand promise, to be are achieved by how we each live our . 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 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