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Manager, FST

Manager, FST

ConfidentialBengaluru / Bangalore, India
3 days ago
Job description

Job Summary

  • The CIB Client Servicing Frontline Support Team member is responsible for incident management, root cause analysis, proactive monitoring for thematic & collaboration with cross- functional teams to ensure smooth day to day operations.
  • This position is critical in shaping the user experience by delivering efficient, empathetic, professional service and contributes to a streamlines IT support ecosystem. The role focuses on providing quick resolutions of common issues through knowledge base article & guided troubleshooting while ensuring seamless escalation of complex issues to next level support teams.

Key Responsibilities

Strategy

  • The CIB Client Servicing transformation initiative aims to harness cutting-edge technology to drive operational efficiency, data transparency, and Client Servicing decision-making across our footprint to foster SCB's leadership.

    • Business

  • Promote a user first culture, ensuring every interaction builds trust and confidence in the platform.
  • Implement clear triage and escalation pathways.
  • Support Client Servicing principles by driving efficiency, transparency, and accountability across the support ecosystem.
  • Use analytics from ticketing systems to identify recurring patterns and improve platform usability.

    • Processes

  • Deliver the objectives by effectively collaborating with Product Owners, Business Analysts, Technology team and other stakeholders.
  • Collaborate with Squad Lead to understand the delivery plan and be well prepared for the delivery.
  • Build a closed loop learning system where escalations feed into updated SOPs, FAQs and automation opportunities.
  • Conduct regular governance reviews with Client Servicing Program Leaders to align process performance with business and Client Servicing reporting needs.
  • Provide clear and effective communication or updates to internal stakeholders.
  • Work closely with technology teams to drive investigation, resolution and / or remediation of issues.
  • Liaise with the Technology team on UVT / Sanity checks post the system implementations.

    • People and Talent

  • Excellent written, communication and presentation skills; able to effectively engage, influence and manage senior business stakeholders.
  • Eye for detail and excellent problem solving and analytical skills, able to bring clarity and structure to areas of ambiguity.
  • Strong stakeholder management skills in handling wide ranging and senior stakeholders across segments / product areas.

    • Risk Management

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

    • Governance

  • Promote an environment where compliance with internal control functions and the external regulatory framework is a central priority of the business.

    • 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.

    • Key stakeholders

  • Product Owners
  • Client Servicing Technology
  • Client Servicing Architecture
  • FAST Change Managers
  • DDCP CXID
  • Global Process Owner – Coverage, Banking, WRB
  • CIB Coverage Chief of Staff
  • Product Owner – Product Enablement, Sales Enablement, Client Entity Enablement
  • Operational Risk – Coverage, Banking, WRB
  • CFCC

    • Skills And Experience

  • Platform
  • Problem Solving
  • Analytical Skills
  • Communication Skills
  • Knowledge of deal lifecycle and client management

    • Qualifications

    Education

  • Bachelor's Degree

    • Languages

  • English

    • 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.

    • Skills Required

    Communication Skills, Problem Solving, Platform, Analytical Skills

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