Associate Director - Policy & Process

This job is with Standard Chartered Bank, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Job Summary

The role requires the person to ensure that all Sales procedure / platforms, Scripts, Licensing requirements, Documentation and system support are complied with as per Group requirements as well as Local regulations. Also ensure that the staff needs to continuously enhance and digitize processes.

Key Responsibilities

Strategy

Ensure that all Sales procedure / platforms, Scripts, Licensing requirements, Documentation and System support are complied with as per Group requirements as well as Local regulations.

Ensure adequate controls (systemic / manual) are designed on an ongoing basis depending on issues / gaps observed

Business

Optimise efficiency while balancing the effectiveness of file processing within the Wealth function.

Ensure support of processes for Frontline and Operations that gets delivered through a rigorous cost management discipline.

Processes

Ongoing simplification of processes to free up Frontline and Ops capacity without compromising on controls

Support launch of new projects and Business initiatives

Convert physical paper-based process into digital modes

Reiterate & train the Frontline and Ops teams on process adherence

End to end Re-engineering of processes to bring down the turnaround time & client complaints

Ensure that all Sales platforms, scripts, licensing requirements, documentation are complied with as per Group and local requirements

Tracking and closure of A3 initiatives. 10 A3's completed by the team in 2022 and 3 are WIP

Tracking completion of WM e-learnings with frontline

Conduct of Voice of Frontline (VOFL) to proactively seek feedback from frontline on improvement areas

Tracking and reporting of US person to Group on a weekly and monthly frequency

Ensure audit readiness at any point of time. Audit - Liaising with the stakeholders to provide the details as sought by the auditors . Reviewing the submission and identify gaps if any before sharing with audit team, assist in drafting the response reviewing with management and incorporating changes as applicable. Preparing action plan and closely monitoring the closure of all agreed action points and submitting the closure pack with auditors. Ensuring positive outcomes during audit

System testing for any digital initiatives and preparing CRA documents as per Business requirements

Support Operational and Call back related activities / issues / errors by having oversight

Support all Business initiatives to ensure a smooth JFM

Institute a mechanism to categorise, monitor and track errors and TAT

Simplification of documents by making the process more effective and involving zero cost

Aligning all process notes in line with the SOP to ensure no gaps. Interacting with relevant stakeholders to get approvals and providing clarifications if any. Ensuring timely release of DOI in accordance to Group / Regulatory guidelines. Conducting subsequent trainings for frontline awareness in case of critical regulatory DOI changes

Review of Complaints trends and incorporating necessary changes in process to bring down the complaint numbers

Conduct Mystery shopping exercise as per Group requirements, engage with Senior Management and publish the reports

Identify and track Key Performance Indicators (KPIs) to support strategy testing environment and daily operations.

Act quickly and decisively when any risk and control weakness becomes apparent and ensure they are addressed within an appropriate timeframe and escalated through the relevant forums

Reviewing the cost for WM COO.

People & Talent

Ensure collaboration with multiple stakeholders and leveraging on talent and expertise

Risk Management

Identify and share industry best practices and work with the businesses for their feasibility and implementation.

Ensure all policies and procedures comply with Group Policies and Standards. Ensure proper and updated documentation in place for in-country policies and procedures.

Governance

Ensuring compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements.

Embed the Group's values and code of conduct in Credit Initiation to ensure that adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees forms part of the culture.

Accountable for satisfactory closure of issues / gaps arising from Internal Audits, peer reviews and regulatory reviews.

Conducting governance forums for WM

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 the Wealth Management team to achieve the outcomes set out in the Bank's Conduct Principles : [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.

Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• Country Wealth Management Business and Products
• Regulators
• Country Segment teams
• Country Support Functions, e.g. OR, CE, Finance, Ops, HR, PDU
• Group
• CFCC, Legal, Client Experience

External stakeholders

Auditors and Regulators

Other Responsibilities

Full compliance with internal Group & external regulatory requirements

Flawless and simplified sales execution

Wow client experience

Compliance to Audit and Risk related requirements

Skills and Experience

Course in Process re-engineering / Six Sigma

Qualifications

MBA Degree holder, preferably 8+ years of Wealth Management policies and sales governance experience.

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.