Senior Manager PDU

Job description / Role

Senior Manager PDU - Middle East

The Job Holder plays a very important role in introducing enhancements to current processes across Middle East, guided by the Group and local Re-engineering & Continuous Improvement agenda.

- Process managers to initiate and drive process improvement projects related to Retails Products. Improve customer and frontline experience
- Work with respective country stakeholders to ensure smooth implementations with positive impact to customers and performance in a manner through standardization process re-design / simplify processes, without compromising service & risks
- Support automation & application upgrade projects
- Process improvement initiatives related to Retails Clients, Business Clients and Commercial Clients.

The Job Holder should ensure migration of best practices from the UAE to NGLO and vice versa.

KEY RESPONSIBILITIES
* In consultation with Head of Process Re-engineering, deliver material benefits to the country businesses, based on identified areas for improvement and standardization. Work to support new projects and process engineering efforts, with emphasis on product and process standardisation projects across the group and regulatory projects
* Design End-to-End processes to meet Retail Clients (RC), Business Clients (BC) and Commercial Clients (CC) business objectives.
* Be the relationship manager for the Segment/Function allocated by the Head, Process Re-engineering. Act as back up for the other Re-engineering team members, as assigned by the Head, Process Re-engineering.
* Properly identify and engage all relevant stakeholders of our work and have a proper stakeholder management plan. Maintain a good relationship with stakeholders, drawing clear and agreed expectations with them and meeting those expectations at the right time.
* Work with teams to ensure processes are effective, reliable and fit for growth.
* To strive for continuous improvement aimed at bettering customer & frontline experience.
* Ensure that the VOC or Voice of the Customer is represented by providing robust solutions.
* Support Product, Operations, Credit, Operational Risk and other Segments, on a day-to-day basis and on Project basis, in areas of process changes, improvements and in new product launches. Execute these identified initiatives using approved project methodologies and templates for process improvements.
* Work with Head, Process Re-engineering in conceptualizing & designing processes, identifying key risks, and suggest controls and issue service oriented operating guidelines to all stakeholders, with their buy-in.
* Assist in creating business requirement documents; ensure that existing SCB systems, technology, and business practices are accounted for in the process design and implementation.
* Be an effective change agent.
* The job holder must ensure he/ she is fully aware of all the policies, regulations and procedures issued in relation to CDD, Money Laundering Prevention and Sanctions. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer. Ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff.
* Review and monitor risk mitigation and contingency plans
* Ensure all processes are approved and documented in various project phases accordance with the Groups standards prior implementation.
* Contribute towards the continued running of business operations for instance in critical situations and mass incidents.
* The job holder must familiarize with Bank's policies issued from time to time, and must also be familiar with various country regulations and laws, for effective discharge of Re-engineering responsibilities.
* Contribute to the development of agendas, objectives, engagement models, process and product standardisation, working methods and internal team processes of the global PDU team. Collaborate, share best practices and provide support to solve issues of in-country PDU teams.

Requirements

* Job Holder should have experience in a similar role [minimum 6 years and above] and be able to demonstrate the following experience:
* Awareness and understanding of business policies, processes and local laws and regulations is an essential ingredient.
* Sound knowledge in process design and risk management principles.
* Sound knowledge in various banking products [Retail], and functioning of Channels and segments.
* Strong leadership qualities, excellent interpersonal skills and multicultural awareness and sensitivity
* Self-starter, resourceful, ability to multi-task, adaptable, flexible and change agent

KEY MEASURABLES
* Designing effective procedures - controlling risk and facilitating better service.
* Document processes and procedures to give effect to regulations, policies and other initiatives of the business.
* Incorporate cost-effective system upgrades/fixes to achieve efficient procedures.
* Cross team collaboration and leadership skills - proactive engagement with Business, Customer Experience and OR Managers.
* No operational losses to be attributed to flaws in the processes designed/ rolled out.
* Timely and seamless implementation of the Global Projects and Regional Projects, ensuring delivery of the goals identified for the project
* Re-engineering Initiatives (% implemented, Quality & Effectiveness)
* Country NPS target score

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.