Business Support Manager, Global Banking

  • Up to GBP0.0 per annum
  • London, England, United Kingdom
  • Permanent, Full time
  • Standard Chartered Bank
  • 13 Feb 18 2018-02-13

Job Purpose and Dimensions The Job Purpose is to support the Global Banking strategy to improve client experience and enable the front-line to operate more effectively in accordance with globally consistent standards, controls and levels of conduct by delivering client focused and efficient operations.

This role is at the heart of the CIB turnaround agenda and contributes to a variety of high priority initiatives such as enhanced client experience, improved control environment, conduct risk management and #simplerfasterbetter processes

Success in the role requires:
Delivery - work with cross-functional working groups to identify key thematic issues requiring actions to improve efficiencies and/or controls and drive specific, tangible actions to achieve significant improvements
Stakeholder engagement - build an effective stakeholder relationship across the network to achieve transparency and consistency of execution
Navigation - demonstrate understanding of the mechanics of the organisation, so as to provide proactive advice and support in all situations to arrive at the best result in the shortest time

Examples of initiatives:
Governance / Process & policy improvements and implementation
Client Experience Forum and Complaints Handling
Facilitate the manager to run the CEF (client experience forum) for CIB Europe to improve client experience, including client complaints processes, initiatives to improve TATs, communications, systems. Liaise with Global CEF
Engage in constructive discussions with stakeholders formally and informally to increase awareness of CEF, identify gaps and opportunities and drive change

Inbound booking on-boarding and governance framework
Completion of inbound analysis to understand the various booking channels, the current onboarding and governance structures and the size of the book related to those channels
Drive delivery of a new governance model by completing the DOIs and embedding the revised policies & processes into BAU through training & communication, system changes, etc.
Oversee rollout of supporting MI
Coordinate across team members to ensure both a timely and quality deliverable

Credit and Credit Risk Monitoring Process,
Work closely with Credit Risk Operations, Credit and GPO to identify issues in the Early Alert end-to-end process
Manage in country or other remediation as required to ensure gaps in capability, process, or are brought up to a best in class standard

Support the Regional Head Business Support Risk & Governance for other high priority initiatives (Records management risk acceptance, revise for MifidII and process embedment, training, communication and awareness campaigns, audit, etc.)

Knowledge and Skills
A structured and organized approach towards problem-solving and a sharp focus on execution
Collaborative approach, interpersonal and networking skills to lead and support cross-functional teams for process improvements and influence peers' behavior
A practical 'can-do' attitude and not hesitant to reach out to teams for help when advice is required
Verbal and written communication skills to candidly discuss and present issues in a clear and coherent manner to facilitate discussions with stakeholders
Basic excel skills