Senior Manager, Retail Operations

Job description / Role

This is Head of Retail Banking Operations covering:
* Account Services
* Retails Lending
* Credit Cards

Operations:
* Handles and makes decisions regarding operational issues to ensure compliance with local processes, CBJ requirements, Group requirements, Operational Risk requirements and agreed customer service standards
* Proactively reviews and analysis existing operational processes, controls and systems with a view to identify inherent risks and areas with weak controls and implements new processes and controls wherever deemed necessary to mitigate operational risks
* Continue working with GSSC hubs and outsourced vendors to ensure uninterrupted services to the respective businesses and improve services.
* Recommends and implements process/workflow changes for greater efficiency and controls
* Ensures that all relevant reconciliations are conducted on prescribed frequencies
* To ensure compliance with Regulatory and banks requirements including all Anti Money laundering related requirements
* Approve relevant transactions and documents
* Ensure that Job Descriptions, Job Objectives and Performance Appraisals of the department are up to date
* Review all processes for Cost efficiency, Risk mitigation and TAT reduction
* Help Retail Operations in cluster in all Operational related issues, guidance and to implement best practices.
* Make sure that Policies are being adhered in all areas within Retail Operations and make necessary arrangements to comply with the policies.
* To inform all Retail Operations related matters which include Risk related items, Implementation of best practices, Cost efficiency, TAT reduction to Cluster CIO.
* Continuous engagement with senior management on country agenda.
* Make sure that all regulatory requirements are in place and reporting is being done on timely basis.

Service Quality:
* Ensures that relevant functions in the unit are being performed with accuracy and efficiency ensuring adherence to Service Level Agreements with other departments/hub

Risk Management:
* Ensure they have a full understanding of the risk and control environment in area of responsibility.
* Proactive in seeing regular assurance that areas of responsibility are performing to an acceptable risk and control standard.
* 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 committees.
* Balance business performance delivery and cost management with risk and control matters to ensure that it does not materially threaten the Group remaining within risk appetite.

People and Talent:
* Manages and develops staff according to the Group's plan for people to effectively take care of training and development (bring their competencies to desired state in order to utilize departments human resources to its optimum level)
* Have open channels of communications with staff.
* Maintain high levels of motivation amongst staff by following through on their objectives and managing performance.
* Organize training for staff based on training gaps identified, with reference to ILDP
* Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
* Ensure the provision of ongoing training and development function's people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
* Employ, engage and retain high quality people.
* Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.

Requirements

* Market Knowledge: awareness and understanding of the wider business, economic and market environment in which the Bank operates.
* Business Strategy and Model: awareness and understanding of the bank's business strategy and model appropriate to the role.
* Risk Management and Control: the ability to identify, assess, monitor, control and mitigate risks to the bank. Also, an awareness and understanding of the main risks facing the bank and the role the individual plays in managing them.
* Financial Analysis and Control: the ability to interpret the bank's financial information, identify key issues based on this information and put in place appropriate controls and measures.
* Governance, Oversight and Controls: the ability to assess the effectiveness of the bank's arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas.
* Regulatory Framework and Requirements: awareness and understanding of the regulatory framework in which the bank operates, and the regulatory requirements and expectations relevant to the SIF role

Non-technical skills: ability to deliver 'effective governance'; capability to challenge fellow executives effectively; and willingness to work with the FCA/PRA in an open and cooperative manner.

About the Company

Standard Chartered Bank started in 1958 in UAE with its first branch in Sharjah. The Group’s business gradually increased in Dubai with the opening of several branches and today, Dubai is the administrative hub of the Middle East and South Asia Region. In its 43rd year, the Bank enjoys the position of having the most extensive branch network among foreign international banks in UAE with 10 branches emirate-wide.

Standard Chartered is an international bank, focused on the established and emerging markets of Asia, Africa, the Middle East and Latin America with an extensive global network of more than 600 offices in over 50 countries. The three principal business groups are Global Markets, Personal Banking and Corporate and Institutional Banking.

In UAE, we are one of the leading banks, offering an extensive range of products and services for personal customers, local companies, multinational corporate and financial institutions.