Service Lead
Standard Chartered
- Bukit Jalil, Kuala Lumpur
- Permanent
- Full-time
- Assist manager in consistent delivery of high quality services to customers through meeting or exceeding customer expectation guided by the Service Level Agreement, efficiency / accuracy standards and good business processes / judgments.
- Assist the Manager in managing the cost budget allocated to the team by ensuring optimum utilization of available resources, implementation of creative cost-reduction solutions and minimizing wastage.
- Assist in Managing the operational risk of the team to avoid operational / reputational losses and ensure awareness and full compliance of all laid down rules, regulations, policies, guidelines, procedures, practices and code of conduct imposed by the Company / Group.
- Support the roll-out of appropriate quality management systems in the team to measure the qualitative performance of the team / individuals, facilitate improvement initiatives and help cultivate a “Service Excellence” culture among the team members.
- Verify transactions processed by Associates and release those that fall within own delegated release authority.
- Assist the team management in overseeing the daily operations of the team and contribute towards meeting the team’s objectives.
- Ensure that the set productivity targets (efficiency, accuracy, etc) and processing turnaround standards are achieved (within own area of responsibility).
- Contribute to the development of associates by guiding, coaching, motivating, supporting and assisting selected number of associates.
- Ensure due care and diligence is exercised on day to day operational matters relating to Money Laundering and KYC, acquiring relevant knowledge and training; thus, providing support to superiors and subordinates.
- Key Control Standards Assessment within department with nil over dues.
- Follow up on corrective / preventive actions to a point where concerns arising from these findings are addressed to a satisfactory level.
- Ensure full compliance of all laid down rules, regulations, policies, guidelines, procedures, practices and code of conduct imposed by the Company / Group.
- Comply with Group / Local Sanctions Policy and Procedures.
- Comply with Group Money Laundering Prevention Policy and Procedures to the extent applicable and reporting all suspicious transactions including transactions having Red-Flag alerts to AML approvers.
- To promote the culture and practice of compliance within the letter and spirit of regulatory requirements and ethical standards in the conduct of business.
- To have good judgment and an inquisitive approach to practices and procedures on AML. To have personal authority and integrity, independence and resilience while handling such transactions.
- Wherever complexity exists in the transaction, conduct review to ascertain whether the transaction has any Money Laundering aspects and escalate to AML advisors.
- To perform translations in documents / instruments / instructions from Chinese to English language.
- Unit Manager/ Manager Trade Services, Standard Chartered Global Business Services Sdn. Bhd
- Officers / Associates
- Trade Services, Spoke countries
- Knowledge of core banking, products and operations with a good knowledge of Trade Finance Products.
- Risk Management: Risk awareness, especially around potential client data confidentiality breaches and reputational risks associated with client servicing. Ability to identify, Assess, Monitor, Control and mitigate risks to the firm.
- Knowledge of Group Policies and Procedures.
- Awareness and understanding of the firm’s business strategy and model appropriate to the role.
- The ability to assess the effectiveness of the firm’s arrangements to deliver effective governance, oversight, and controls in the business and, if necessary, oversee changes in these areas
- Detailed orientated, team player, takes end to end ownership, drive for results to support / grow the business, sustain intensity and optimism while focusing on delivering excellent service to clients.
- Ability to establish and maintain effective working relationships with peers and business partners.
- Excellent interpersonal skills and positive attitude.
- Developing team members to achieve the desired level of productivity and competency.
- Meeting productivity standards in terms of processing efficiency and accuracy of output.
- Achieves the processing turnaround standards as stipulated in the Service Level Agreement between the dept. and various Spoke countries.
- Must be client focused.
- Stakeholder Management
- B.A (Hons) in Accounting and Finance / Business Admin / Economy
- Minimum of 5 years of experience in Banking and or Service
- English, Malay, Mandarin (To perform translations in documents / instruments / instructions from Chinese to English language).
- Accounting work
- Trade Documentary credits work
- MS Office Application
- Written and oral communication skills in English
- Written and oral communication skills in Mandarin
- Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
- Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
- Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
- Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
- Time-off including annual, parental / maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with with minimum global standards for annual and public holiday, which is combined to 30 days minimum
- Flexible working options based around home and office locations, with flexible working patterns
- Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
- A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
- Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.