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.
The Role Responsibilities
Fully understand the Financial Market Operations (FMO) business strategy and leadership expectations and how it supports the Bank’s overall strategy
Provide oversight to the way queries are prioritised and handled for any Premium clients.
Demonstrate sound and objective judgement when dealing with conflicts due to prioritisation.
Drive process improvements on any daily processing or BAU tasks undertaken by FMO Clients Europe team or SCB Hubs.
Identify processing / training gaps within FMO Clients Europe or Hubs and propose solutions to address.
Manage complex client services scenariosUse extensive knowledge to identify process to resolveEnsure team is trained on the new or updated processes.
Understand the local regulatory requirement;Understand the key regulatory reporting process.
Key escalation point for Corporate and Investor clients.Supervise FMO Clients Europe daily WorkflowsEnsure all Client Queries and escalations are resolved swiftly.
Ensure that all operational policies and process standards are followed and adhered to.Identification and recording of key Operational Risk Issues.
Participation in the Operational Risk discussions as necessary.Daily monitoring and governance of BAU performed by the SCB processing hubs.
Work effectively with FMO Clients Europe and hub teams to give the best possible service to SCB clients.Ensure that FMO Clients Europe and Hub BAU processing is completed in line with agreed Clients SLA expectations.
Identification and recording of key Operational Risk issuesEnsure FMO Clients Europe actively capture Voice of Customer feedback, and follow-up on identified Action PointsMonitor GEMS service queues and follow through complaint case until proper closure.
Participate in any relevant projects and strategic initiatives requiring Client Service team support.Promote SCB group digital channels.
Given the German working laws and working week is MO-FR, this should be removed as a point. BCP plans are the basis for working in crisis scenariosAs an essential staff member, it is also required that the incumbent perform regular checks to ensure that his / her laptop is in working condition in the event that is required for work to be performed from home
Compliance : It is the individual responsibility of every employee to maintain a current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures and to comply fully with those laws, regulations, AML(Anti Money Laundering) policies and Business Specific AML Policies and procedures.
Our ideal candidate :