Team Leader

Team Leader

Standard Chartered
4-7 years
Not Specified

Job Description


About Standard Chartered 
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.  
To us, good performance is about much more than turning a profit.  It%26#39;s about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good. 
We%26#39;re committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.
The Role Responsibilities
Domain Capabilities %26ndash;
Product / Domain Knowledge



    • Possesses interpretive knowledge on the domain and works from the operations and technology perspective.

    • Complete understanding of risk points in the product

      • The risk of not processing customer service requests on time is to be well known

      • The risk of not processing due to technical failure to be handled well and must be informed to the concern

      • The risk of not aware of the regulatory requirement

      • As and whenthere is a change in procedure advised by country,  share it with Unit Manager to socialise the same with the entire team to ensure adherence

      • Must be able to interpret the local guidelines and policies and apply to the current process

      • Understand the technical aspect of the TP system and guide the initiator accordingly to ensure end customer is not affected



    • Route exceptions in processing to Unit Manager to take a call accordingly

    • An awareness of linkages with other products/ process, linkages with various systems, hub resources and country resources.

      • Able to look at the larger picture where a complete understanding of the linkage to processes to various products cutting across systems / sub systems is identified to optimise the utilisation of resources



    • Able to relate how each one of it impacts and correlate to each other.




Process Management



    • Identify and share it with Unit Manager to eliminate process waste (excessive movement %26amp; transportation, wait time, defects, underutilized people/resources %26amp; non value added processing steps).

      • Reduce queries from CPC analysing the recent data



    • Ensure updated DOI%26rsquo;s and end to end system / process manual on a regular basis

      • Ensure that all processes executed are captured in DOI

      • Ensure that any non value added process /  checking in the DOI is reviewed completely and if found to be non productive, highlight the same to country and follow up for removal of such process from the DOI

      • Ensure processing is in line with Group policies and procedures and DOI

      • Sharing of best practices between Countries processing





  • Ensure Self and team members Upholds  the Values of the Group and Company at all times

  • Ensure Bank%26rsquo;s compliance obligations (Statutory/Group/Local Authorities including submission of returns) are met

  • Ensure sufficient back up is there for each staff

  • Ensure team members are corss trained in other process/markets handled by the larger teams

  • To inform the top management at the appropriate time at times of emergencies so that corrective action can be taken at the right time


Risk Management

  • Analyses, interprets and monitors operations risk and work with team manager to mitigate suitably

  • Able to anticipate and detect fraud and take preventive measures keeping the global fraud environment in mind. 

  • Establish prevention and detection internal controls with an end-to-end perspective (from transaction to customer), which address potential risks of inefficiency, ineffectiveness, fraud, abuse or mismanagement

  • Use of internal/external audit findings to further improve service excellence

  • Promote %26amp; enable a culture of audit readiness at all times in order to ensure no failed audits

  • To report Unit%26#39;s OR issues and losses to  the Unit manager

  • To adhere to the agreed KCSA plans and approach

  • To identify and report all exceptions on non compliance with standard controls

  • To identify and report all weaknesses inherent in the standard controls

  • To maintain proper record keeping on all KCSA related activities

  • To maintain independence in the conduct of KCSA, i.e. not selecting and reviewing sample of self-performed transactions

  • Escalation %26ndash; Keep Unit Manager advised of the regular operations and in particular, escalate exceptional occurrences, to enable appropriate action as well as report extraordinary occurrences and Corrective and preventive actions taken.

  • Ensure that staff is fully conversant with the compliance requirements

  • To archive records as per timeframes advised in the Procedure Circular/DOI and ensure destruction in a timely manner

  • To ensure all Manadatory E-Learning and Certification by team members are completed within due date


Behavioural Capabilities
Precision Accuracy

  • Executes tasks and assignments accurately

  • Possesses ability to differentiate between quality and excellence in the real time BAU activities

  • Create an error free culture by leveraging behavioral recognition, system requirements and other pressure points

  • Create a collaborative mindset towards driving quality work.


Client Centric

  • Instills a strong internal and external customer mindset in the team by setting service quality standards.

  • Takes ownership of team goals in addition to their own

  • Understands customer%26rsquo;s requirements, able to apply them and guide others

  • Understands the relative strength of each customer segment%26rsquo;s priorities and requirements

  • Able to generate and implement improvement ideas for error free processing and better customer service

  • Is able to serve customer within boundaries of policies and procedures without compromising on mandated procedures/ change process model


Communication

  • Clearly articulates and confidently expresses ideas and arguments

  • Listens well and offers positive and creative solutions

  • Ability to communicate in a collaborative manner without conflicts

  • Be able to give open and honest communication to demonstrate ethical leadership with integrity

  • Demonstrates presentation skills

  • Provide clear and specific guidelines to team members on any process change or any other actionable.


Problem Resolution

  • Uses sound judgment in solving unexpected problems

  • Able to suggest quick workarounds to handle problems

  • Able to identify and highlight problems and identify/implement actions to resolve same.

  • To be able to Analyse  Pass 1 and Pass 2 errors and take corrective action to prevent recurrence


Our Ideal Candidate

  • Communication skills

  • Multi Tasking

  • Decision Making

  • Should have basic product knowledge of Liability and Lending Products

  • Work experience for at least 4 years in Cheque Clearing activity is a pre-requisite


Apply now to join the Bank for those with big career ambitions. 
To view information on our benefits including our flexible working please visit our . We welcome conversations on flexible working.

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