Relief Operations Manager

Relief Operations Manager

Standard Chartered
5-8 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'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'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.
Scope of Role责范围:
Able to mobile working at different location to support front-line branch operations and services when in needs, or will support Employee Banking for concerned outdoor operations activities where applicable. Follow role and responsibility of respective branch service position to delivery required performance result during mobile working period. It is required to support following roles (not limited) in operation teams including people leader position 按照团队业务的需主管的工作安排,在有零售金业务的城市支有需的岗,或者负责Employee Banking相关的行外工作,时在支过程中始终守该岗的责求,完岗责岗业务目标,确业务有效达,需支的岗 (带领团队的岗)包括但于以下岗
Key Responsibilities/Challenges:

  1. General总则

  • Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies

  • Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities

  • Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank

  • Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections

  • Cooperate with any investigations or reviews on regulatory failure such as accountability review

  • 解认并守本地法律法规以渣打内部政策中关于个人问责和责的求;

  • 跟上本地问责法律法规的展,以有效地确并强化内控;

  • 审慎勤勉地履行岗责,以个人或团队员的身份,为任何导致银行或能法律制监管处罚大财务失或声誉负影而出努力;

  • 对未守相关规范和程未适当履行责以未执行整改措施承担相应责任;

  • 任何关于监管规定的调查或审查,例如,问责审查。

  • Business performance 业务表现

    • Have product/process knowledge for multiple business lines in RB to ensure seamless resource back up when in needs. Follow role and responsibility of respective branch service position to delivery required performance result during mobile working period

    • Support Employee Banking for outdoor operations activities based on agreed laid down procedure to perform and delivery result

    • Leveraging the mobility of work, able to find opportunity for service quality improvement and process optimization in term of cost efficiency, less turnaround process time, better risk management measures, identify process gap and governance control loops between support team

    • Support LM to drive, execute business strategy focus and initiatives for better working efficiency and effectiveness

    • Support LM in driving service performance in term of productivity, execution quality and process risk management in delegated service teams

    • 掌个人银行的产知识和相关作程,当有支需求时能够实现无衔接,按照支岗的责求完岗责

    • 按照约定的作手册,助Employee Banking进行行外工作

    • 负责在任何需支的岗上供满足业务线需求的高水准务和助

    • 善于利用工作地点的多性,现务质和优化作程的机会,时审核所在团队的作符内部程当地监管求,实现本优化,缩短作时间,完善风险管措施

    • 助主管高所在分支行的工作效率,推进和执行银行点工作战略计划安排

    • 助所在团队并确务团队良好的生产力良好的执行质有效的风险管

  • Operations, Conduct and Risk Control 作,行为规范和风险控制

    • Acknowledge, follow and able to work mobile in Pan China to support service team where having resource pressure and working location will be subject to detail arrangement on due with no objection and performing corresponding duties

    • Maintain and enhance sufficient awareness of operational risk management as well as uplift the bar of risk control awareness and prioritize risk identification and mitigation in daily operation

    • Adherence to laws and regulations, internal risk (including FCC risks as anti-money laundry, sanction, anti-bribery and corruption), compliance policies and the Group Code of Conduct Well manage client complaints and CDD

    • Have ownership to work with the branch/service team that relief staff work with to detect, escalate or solve any exceptions, errors or potential issues

    • System right will be adjusted to either maker or checker subject to the role support to and ensure transaction authorization within authority

    • Support branch service team and middle office adhere to bank Conduct Plan, and all control and assurance mechanisms to comply with all internal and external standards and policies in executions, and ensure conduct framework to be effective via well implementing RB Conduct Plan, and establish the appropriate control and assurance mechanism in daily work to comply with all internal and external standards and policies

    • Accountable for implementing and complying with AML requirements when performing duties

    • Relief Operation Manager should well know and fulfill Retail Banking LM supervisory responsibilities when back up SBOSM/BOSM/MO leader roles

    • 知晓并从银行出的人员调动通知和安排,在团队需人员支时,以在全国范围内活更工作地点,到在的支岗履行相应的岗责求

    • 助所在团队到断增强风险管识,风险管控识,在日常中时现异常情况并少潜在风险

    • 助所在团队守法律法规,内部风险(包括洗钱,制,贿赂和败等风险)规政策和集团行为准则的求,妥善处客户投诉客户尽调查

    • 对所在团队的工作具有高度责任心,善于现时上报解决工作中的失误,错误或潜在问题

    • 系统根支岗进行调整且确授交易在范围内作

    • 助所在团队严格守银行的行为规范守则,在执行中始终守银行内控风险管机制中求员工执行的内外部项规定政策,确所在团队的行为规范作能有效贯彻银行的规求

    • 严格执行和守洗钱的相关规定求

    • 支在支管岗(BOSM/SBOSM/MO Leader)时应熟知并认真履行RB LM Supervisory Responsibilities,包括在行为规范和风险控制方的管责

  • Client Centric Services in Operations 贯彻&ldquo以客户为中心&rdquo的务念

    • Embed client centric mind in daily operation as well as to maintain up best in class front-line service

    • Continue to advocate human banker and client centric service mindset in service staff for enriching internal and external customer experience

    • Achieve client satisfaction in daily services and operations

    • Build SCB a great place to work

    • 负责在支岗的日常工作中始终倡导&ldquo以客户为中心&rdquo的务念,给客户供最优质的务

    • 负责在支岗的务中始终秉承&ldquo以人为本,以客户为中心&rdquo的务念,并内外部客户的务体验

    • 负责在支岗的日常务中,始终以客户满为务宗旨

    • 负责助支部门将渣打银行构建为一个使员工和客户都喜欢的公

  • Self Development 自我展与

    • Actively participate in various training programs arranged by the bank and keep self-learning on the laid down procedures/manuals and local regulation

    • Development should comprise a mix of 70% learning on-the-job, 20% learning from others and 10% formal learning

    • Actively participate in various campaigns related to service team and achieve the target

    • Develop multi-product knowledge and job skills to support different segments and sales channels

    • Support CEPG attachment program by proactively attending and achieving target result if being nominated

    • Account for being a trainer in new joiner training program if new to the position (new hire or internal transfer) base on bank policy, and pass all required assessment by training timeline

    • 积与完银行安排的项培训项目,主动学习银行内部程/作手册以当地法规

    • 积培养个人展学习计划包括70%在学习,20%他人学习和10%课程培训

    • 积与与务团队相关的项竞赛活动并达到预期目标

    • 深入学习银行产知识业技能,确业务产知识以支业务线展需

    • 积主动加CEPG的轮岗项目,努力实现预设目标

    • 根银行政策为新入员工(新员工或内部调动)进行培训,确对新入人员培训严格守银行政策

  • Customer Right Protection 消费者益护

    • Fully understand the importance of Consumer Rights Protection, prevent damage to consumers&rsquo best interest

    • Implement regulatory requirements related to Consumer Rights Protection, ensure to complete relevant trainings

    • Always embed Consumer Rights Protection mindset when performing daily work

    • 在日常工作中,知晓并助促进所在团队充分解护消费者益的性,防止害消费者的利益

    • 在日常工作中,知晓并助促进所在团队始终守与消费者益护相关的法规求,且确完相关培训

    • 在日常工作中,知晓并助促进所在团队始终谨记以护消费者益为基础执行工作

    Selection Criteria:

    • A university degree with 5-8 years of banking operations experience in both retail product including lending/credit card/mortgage loan and small business products for relief operation manager role

    • Solid knowledge of bank products and services and banking procedures, equities markets, unit trusts and other personal investment services

    • Excellent interpersonal and communication skills, ability to deal with all levels of people, often in complex and difficult situations

    • Team player who shows initiative and assertiveness and good leadership qualities to motivate the team

    • Self-motivator who is keen to upgrade, improve personal knowledge and skills to meet job requirements

    • Good command of both spoken and written English and Mandarin

    • 大学本科学历

    • 应支务需5-8年个人银行(包括信贷信用抵押贷款)和中业银行相关工作验优先

    • 熟悉并掌银行产务求财险产

    • 具有出色的人际关系能力和沟通能力,能在场应付自如

    • 具有团队作精神,主动性,自信和激励团队的领导力

    • 有上进心,能自我激励,断高知识储备和技巧,以满足工作求

    • 具有良好的中英文写作和语能力

    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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