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Job Description

* Role Responsibilities Strategy
• Awareness and Understanding on the Group AML, Sanctions & CDD Procedures.
Business
• Awareness on the Retail and Business Banking CDD Operations.
Processes
• Able to perform CDD related work which may not be straight forward and repetitive.
• Has good understanding of processes and products.
• Should possess good knowledge on CDD processes.
• Possesses and applies technical expertise to his area of work.
• Keeps up to date with changes to products and CDD, AML processes.
• Should be well-versed on the money laundering and CDD policies and procedures.
• Able to identify opportunities to automate repetitive logic based manual activities.
• Perform independent activities concurrently.
• Give inputs from ground level after understanding the big picture.
• Participate in the discussion on any system changes / projects and provide inputs.
• Supports and involves in change management plans in achieving mutual objectives to manage change.
• To provide support for UAT / UVT during any workflow changes and Field level validations.
• Open to suggestions and experimentation.
• To have a sense of urgency in meeting deliverables in TAT and accuracy.
• To perform the assigned activities on time with no errors.
Process Management
• Identify and eliminate process waste (excessive movement & transportation, wait time, defects, underutilized people/resources & non value added processing steps).
• To conduct process reivew to eliminate the non-value added processing steps.
• Review the process e2e and update in the share point for any further oppourtunity / defects in the process.
• Assess process health through key metrics.
• To perform periodical KCSA checks to check on process adherence.
• Analyses and remedies inefficiencies in processes.
• Ensure updated DOI s and end to end system / process manual on a regular basis.
• Advises on multiple processes and trains staff.
• Drive the team on the sense of urgency for change.
• Makes decisions on area of control and can identify issues that need to be escalated.
Behavioural Capabilities Precision Accuracy
• Executes tasks and assignments accurately within team and self.
• Possesses ability to differentiate between quality and excellence in the real time BAU activities.
• Able to provide solutions and ideas to bring down errors.
• Create an error free culture by leveraging behavioural recognition, system requirements and other pressure points.
• Create a collaborative mindset towards driving quality work.
Client Centric
• Considers the impact of their actions on the end-to-end process and customer.
• Understands basic customer service requirement and able to apply same in own areas of work.
• Able to provide differentiated customer service for various types/ grades of customers.
• Treat all clients with respect and cultural awareness.
• Able to show empathy in terms of keeping the customer point of view while processing a transaction / working.
• Takes ownership of team goals and organizational goals in addition to their own.
• Good understanding of customer s requirements and whats generally offered by other similar set-ups.
• Is able to network with customers and able to manage expectations.
• Is able to serve customer with high quality service within boundaries of policies and procedures without compromising on mandated procedures and able to convince customers on exceptions.
• Is courageous to communicate to the customer on negative trends of service and actual root causes.
Communication
• Client communication skills ( especailly calling the client) is preferred and should posses very good soft skills.
• Possesses ability to translate complex information into easy- to-understand language.
• Proficient in both verbal and written communication.
• Escalates issues and concerns in a timely manner.
• Possess ability to understand differences in the target audience and accordingly modifies the communication style across differing cultures.
• Possess negotiation skills to achieve common goals.
• Be spontaneous in communication and handle criticisms effectively.
Problem Resolution
• Understands the situation and perform right escalations.
• Being able to provide data for performing root cause of the problem.
• Ability to speak up when in disagreement and opposition.
• Ability to understand the existence of crisis and conflicts.
• Able to work in a team with good interpersonal skills.
People and Talent
• Possess ability to understand the work plans and organizes their own work effectively.
• Able to identify sudden changes at a transactional level.
• Raises issues when they see the task is at risk.
• Completes work as assigned.
Stakeholder Management
• Know your stakeholders and their goals.
• Instill in your team a customer centric approach and develop a no-tolerance approach toward sloppy customer interactions.
• Constantly engage stakeholders in any changes envisaged and Manage expectations and concerns.
• Able to deliver meaningful MIS on areas of vital interest to stakeholders.
• Be a central bridge between stakeholders and the team.
• Serving on committees with members from across different functions.
• Attending professional / trade association meetings.
Risk Management
• Analyses, interprets and monitors operations risk and suggests mitigation techniques to reduce such risk.
• Check inherent risk of product and process in the operating environment and demonstrate support for the internal program through behavior, presentations, and discussions.
• Able to identify early warning signals and to initiate remedial action.
• Able to anticipate and detect fraud and take preventive measures keeping the global fraud environment in mind.
• Establish prevention and detection internal controls with an end-to-end perspective (from transaction to customer), which address potential risks of inefficiency, ineffectiveness, fraud, abuse or mismanagement.
• Use of internal/external audit findings to further improve service excellence.
• Promote & enable a culture of audit readiness at all times in order to ensure no failed audits.
• Instructs others in the area of operations risk assessment and monitoring.
Governance
• Awareness and understanding of the regulatory framework & Group CDD Procedures
Regulatory & Business Conduct
• Display exemplary conduct and live by the Group s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead the [Retail CDD Operations to achieve the outcomes set out in the Bank s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment].
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key Stakeholders
• Country CDD Operations, FCSU, Group CDD Operations
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Keyskills :
human skillsmusic makingearly warninglife insurancerisk assessmentcustomer centricchange managementfinancial marketsinternal controlsnegotiation skills