Manager - Entity Governance

Job Summary

•    Follow up with Supply Chain Management team to seek timely updates on overdue w.r.t third party risk management for vendor governance on monthly basis. 
•    Ensuring NIL overdue for third party vendor governance w.r.t renewals, annual reviews, service review meetings (SRM), control assessments by rigorous follow up with respective contract managers. 
•    Constant weekly follow up with contract managers to focus on reducing the overdue for vendor management. 
•    Timely escalation of overdue to senior stakeholders and CEO of SCCL. 
•    Quarterly deck preparation for executive review committee providing an update for various risk parameters for governance. 
•    Acting as a Senior branch Infrastructure SPOC and ensuring that there are NIL branch related issues w.r.t branch displays, courier services etc. 
•    Resolving any branch related issue by discussing / following up with vendor/ property team. 
•    Acting as a checker for referral onboarding, renewal, and annual review cases. 
•    Acting as a checker for referral pay-out processing. 
•    Ensuring end to end data submission for all audit related requirements (RBI, Concurrent audit, GIA)
•    Ensuring complete revert and closure for audit observations.
•    Ensuring all actions arising from the audit observations are actioned upon in timely manner. 
•    Managing and closing all relevant risk in internal system related to processes for customer service, vendor governance, branch infrastructure. 

•    Ensuring NIL observation in concurrent audit, GIA and any other audit. 
•    Preparation of EXCO Deck for Governance function by seeking inputs from all. 
•    Responsible for providing requirements / BRD for customer service to group team for system enhancement of CEMS system.
•    Ensuring testing for CEMS (Client Experience System) from Customer Service team perspective and providing feedback to the technology/project team. 
•    Ensuring successful implementation of CEMS system by engaging with various service handlers such as operations, credit, business and customer service manager. 
•    Responsible for handling client related queries and updating the same in CEMS system as a back up for customer service manager. 
•    Following up with respective complaint handler for resolving the requests/ complaints.
•    Providing inputs for preparation of processes related to various processes such referral onboarding, referral pay-out, vendor governance etc. 
•    Conducting training for business team for various processes such as referral onboarding and renewal on quarterly basis. 

Key Responsibilities

•    Escalate any issues to local and Group risk committees as necessary.
•    Continuously look for ways to optimise and streamline local processes ensuring high adherence to requirements, while minimising the burden on business team members
•    To work closely with senior stakeholders and internal teams to prioritize business requirements. 
•    To work closely with business team to resolve the queries raised by GIA, Concurrent audit or any other audit requirements. 

Strategy

Support the SCCL strategy execution

Leadership Capability, People and Talent  

•    Support SCCL strategy execution. 
•    Ensure that necessary regulatory requirement under various statues for referral management, customer grievance etc are met in timely manner. 
•    Ability to track and develop MIS for various forums and better transparency.
•    Lead through example and build the appropriate culture and values.  Set appropriate tone and work in collaboration with External Partners and Internal stakeholders.
•    Serve as backup for referrer and vendor governance activities. 
•    Help in rolling out risk framework and ensuring its checks are done in timely manner.
•    Coordinate and get faster resolution with branches, internal stakeholders, and external stake holders.

Risk Management

•    Execution responsibility for identifying, assessing, monitoring, controlling, and mitigating financial crime risk, sanctions risk and reputational risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them

Governance 

•    Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.

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.
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders
•    Business team
•    CEO/CFO/CRO/Branch SPOC
•    Compliance, Finance, GBS team
•     Auditors

Other Responsibilities
•    Exemplify ‘Here for good’ within the team
•    Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Skills and Experience

Experience and knowledge in managing customer complaints and service requests
Knowledge of PO creation & invoice processing
Problem Solving
An inquisitive mind that will ask the right questions to fully understand the risk posed in each individual case. 
MS -Office 

Qualifications

•    A Commerce graduate/ MBA with minimum 5 years of experience
•    Skilled to use MS office such as Excel and Power point. 
•    Good grip on excel functions such as v-look up, pivots, formulas, data analysis is mandatory. 
•    Understanding of end-to-end process from Vendor management, referral management and onboarding, Vendor governance, Invoice processing, making purchase order and invoice management and tracking. 
•    Experience in customer service and client management and knowledge about compliance matters w.r.t customers would be appreciated. 
•    Basic knowledge of regulatory reporting such as customer service, internal ombudsman. 
•    Pro-active, with the ability to probe and challenge existing processes and propose new ideas/changes.
•    Excellent organisational and planning skills with a disciplined attention for details.
•    A highly motivated self-starter with a hands-on, delivery focused approach 
•    Ability to adapt and function in a dynamic environment.
•    Exhibits strong interpersonal and negotiating skills that can effectively be used in motivating, influencing, and advising senior stakeholders. 

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• 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
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along 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.