Team Leader

Key Responsibilities

• Manage daily operations to achieve service quality by meeting/exceeding service standards and achieving zero defect for Cash Management Operations (Pre-Processing, Processing (Payment and Clearing), Investigation, and Static Data Unit).
• Discharge operational duties for Cash Management Operations as instructed by the Manager of the Unit/Head of Department.
• Direct staff responsibilities as per the current Organization Chart in Cash Management Operations.
• Manage teams in building stronger relationships with clients and customers.
• Manage initiatives to innovate and digitize processes and intensify collaboration across the network.
• Accelerate the new generation of leaders.
• Manage initiatives to become more fit and flexible in the way of working.
• Focus on proving the commitment of being "here for good".
• Maintain a close working relationship with customers to ensure prompt escalation and action on service issues.
• Initiate and implement service quality initiatives.
• Uphold the values of the Group and company at all times.
• Ensure continuous improvement in timeliness to prescribed standards.
• Release deals as per the department operating instruction manual, customer instructions, and within timeliness and accuracy standards.
• Ensure compliance with all applicable rules/regulations and Company and Group Policies.
• Identify exceptions from the norms and initiate corrective and preventive actions.
• Comply with Group Money Laundering Prevention Policy and Procedures and Sanctions as applicable, and report all suspicious transactions to the Line Manager.
• Where applicable, ensure compliance with Group and Country Regulations.
• Lead through example, build appropriate culture and values, set appropriate tone and expectations for their team, and collaborate with risk and control partners.
• Ensure provision of ongoing training and development for larger teams, and that direct reports are suitably skilled and qualified with effective supervision.
• Employ, engage, and retain high-quality people.
• Set and monitor job descriptions and objectives for direct reports, and provide feedback and rewards based on performance.
• Promote an environment where team members develop a sense of involvement and contribute ideas for service quality excellence.
• Responsible for Audit and Risk Control Standards associated with Cash Services operations.
• Ensure approved generic Product Programs and their corresponding Country Product Templates are in place before product implementation.
• Proactively monitor and manage operational risks, system risk, and channel risk of products, and highlight potential and actual breakdowns of controls.
• Work with UORM to develop, design, and implement control measures and monitoring plans for compliance and operational risk management.
• Timely update of monitoring conducted in ORMA Optial.
• Ensure risks and issues identified are resolved appropriately and timely.
• Provide oversight across three hubs, ensuring compliance with regulatory and business conduct standards.
• Embed Group values and code of conduct to ensure adherence to the highest standards of ethics and compliance.
• 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.
• Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct, and compliance matters.
• Assist in ensuring consistent delivery of high-quality services through meeting/exceeding customer expectations, guided by Service Level Agreements, efficiency/accuracy standards, and good business processes.
• Assist in leading Cash Management Operations to achieve quality service by meeting prescribed objectives and goals.
• Assist in overseeing daily operations of the Payment team and contribute towards meeting team objectives.
• Manage staff individual performance against set objectives, providing support, motivation, and guidance.
• Contribute to the development of associates by guiding, coaching, motivating, supporting, and assisting selected associates.
• Primarily process within the TAT agreed with CPC in the SLA, and other functions as requested.
• Ensure productivity targets (efficiency, accuracy), defect management, and processing turnaround standards are achieved.
• Ensure awareness and full compliance of all laid down rules, regulations, policies, guidelines, procedures, practices, and code of conduct.
• Verify transactions processed by Service Lead, Senior Global Operations Officer, and Global Operations Officer, and authorize those within delegated release authority.
• Check and/or approve customer payment orders against the Payment system.
• Establish and maintain close working relationships with appropriate persons in Spoke countries, Group offices, and within the Company to facilitate open communication.
• Be guided and aware of roles and responsibilities for anti-money laundering prevention and sanctions-related checking.
• Exercise due care and diligence on day-to-day operational matters relating to anti-money laundering and sanctions-related checking.
• Conform and adhere to the team’s risk profile by following guidelines/policies/procedures for Operation Losses, Escalation Procedures, CMS Policies, and reconciliation of outstanding items, scanning, SCSTAR, and end-of-day reports.
• Ensure control and security policies/procedures governing all processes are in place, implemented, and reviewed.
• Ensure staff are equipped and developed with necessary knowledge, skills, and tools to achieve required competency.
• Facilitate the building of a performance-driven organization by setting SMART objectives, reviewing performance, and providing support.
• Responsible for succession planning for key positions, managing employee attrition, and developing plans for high-potential individuals.
• Contribute towards future strategic direction and process innovation of Payment by staying abreast of changes in customer needs, technology, and the business environment.
• Any ad-hoc roles changes will require Head of Department or Manager’s approval.

Key Measurables

• Achieves processing turnaround standards as stipulated in the Service Level Agreement (SLA) between the department and various Spoke countries.
• Meets productivity standards in terms of processing efficiency and accuracy of output.
• Supports the roll-out of appropriate quality management systems and achieves set quality objectives and standards.
• Coaches Cash Management Operation team members to achieve desired productivity and competency levels.
• Contributes ideas for improvement on processes, procedures, and end-to-end processing.
• Manages operational risk appropriately to avoid operational and/or reputational losses.

Skills And Experience

• Banking Products
• Branch Banking Systems
• Data Gathering and Analysis

Qualifications

• Academic or Professional Education/Qualifications: University educated

About Standard Chartered

Standard Chartered is an international bank, nimble enough to act and big enough for impact. For over 170 years, they have worked to make a positive difference for clients, communities, and each other. They question the status quo, embrace challenges, and enjoy finding new opportunities to grow and improve. The purpose is to drive commerce and prosperity through unique diversity, with a brand promise to be "here for good."

What We Offer

• Competitive salary and benefits to support mental, physical, financial, and social wellbeing.
• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (up to 12 months), and volunteering leave (3 days), plus a minimum of 30 days combined for annual and public holidays globally.
• Flexible working options based on home and office locations, with flexible working patterns.
• Proactive wellbeing support through a digital wellbeing platform, development courses, global Employee Assistance Programme, sick leave, mental health first-aiders, and self-help toolkits.
• A continuous learning culture with opportunities to reskill and upskill, and access to physical, virtual, and digital learning.
• Being part of an inclusive and values-driven organization that embraces and celebrates unique diversity, ensuring everyone feels respected and can realize their full potential.