Job closed
Ref: HP048-1060
Job description / Role
Responsible for Client Signature Updates, ensuring appropriate checks are done, and that changes are done accurately, in a timely manner, and in accordance with globally consistent standards in all the relevant systems.
Key Roles and Responsibilities
Signature Update Process
* Manage the roll out of the revised Signature Update process and ensure the team adheres 100% to all agreed timeliness and quality standards
* Mitigate risks for this critical process by ensuring effective controls are in place and are regularly checked
* Establish regular SRM calls with CET to discuss issues, exceptions, and any other that needs to be discussed
* Liaise with all parties involved in the end to end process and ensure everyone's engagement towards the successful roll out of this revised process to UAE, and then to the rest of AME
Signature Update BAU
* Act as the Subject Matter Expert, and build and keep up-to-date knowledge on the Signature Update Process and other related processes, policies and applications
* Adherence to processes, DOIs, SLAs and relevant Group Policies and Guidelines at all times
* Perform pre- and post-fact checks on the signature update requests
* Responsible for raising the appropriate Authorised Signatory Updates in RMWB
* Assist the coverage teams in satisfying Signature Update requirements, such as by looking up supporting documentation in BOWB, eOPS, iCDMS, etc.
* Liaise with Legal for matters where their confirmation required
* Responsible for contacting the clients for cases where there is missing information or documentation
* Liaise with the Retail Ops for any rejections and concerns with the request
* Monitor and track Signature Update requests by maintaining Sharepoint
* Ensures follow ups and escalations are done with urgency in cases where SLAs are missed
* Socialization of approved procedures with RM/CCM, Sigcap and CET as applicable
Quality and Issue/Problem Management
* Maintain an issue log for all issues encountered and ensure these are resolved and regularly reviewed
* Proactively review potential issues/ concerns and escalate to management for attention/ support.
* Responsible for reviewing the KCSA/CST checks being done by CET
* Perform monthly reviews of the exceptions and referrals/rejections and look into opportunities to improve
Process Management
* Establish regular forum with all parties to continuously look into issues, problems, and process improvements
* Solicit feedback from stakeholders on how the process can become more efficient and effective
* Maintain along with the issues log, specific areas that can be improved, and follow up on these ideas
* Establish and maintain FAQs through continous coordination with Legal
Service Review Calls
* Maintain an open and good working relationship with CET
* Set up the SRM calls with CET, and ensure to highlight important issues on these calls
* Ensure metrics are obtained from CET and the same is reviewed and circulated prior to SRM calls
* Conduct the Service review calls, prepare the minutes and circulate to all parties
Team Management:
* Ensure the team have clear responsibilities and objectives defined through a robust P3 process and clear JDs
* Engage, manage, coach and motivate team members as required to ensure processes are managed efficiently and effectively
* Support the team in resolving issues between AS Update Specialists and functions as required
* Manage work distribution and flow of information within the team to ensure all team members are fully engaged
* Administer all system processes relating to the employee life cycle
* Ensure team members complete all mandatory trainings for their role
Other Activities:
* Support all other processes performed by the unit, particularly the CSDU/Offboarding activities
* Formulate process improvement ideas across processes and applications that affect or are managed by the team
Requirements
* Solid and proven relevant work experience (supporting Relationship Managers, or working in an operational middle office or client facing support function), within the banking or financial services industry
* Excellent client service skills, with proven ability to create and maintain good relationships (both internally and externally) is essential
* System operations and data management experience will give an advantage
* Project Management experience a benefit
* Operational experience (cross product) an advantage
* KYC, AML or Client Due Diligence, Client Documentation experience a plus
* Ability to work towards tight deadlines and under pressure, diligent and detail oriented
* Capable of making independent and sound judgement
* Excellent communication skills, and work well with teams
* Knowledge of Standard Chartered Bank's organizational structure, business lines and policies and procedures is a plus
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.