Job Summary
This role exists to ensure the effective, controlled and customer-focused execution of operational processes across retail banking liabilities products. The role is accountable for delivering accurate transaction processing, maintaining operational controls, and ensuring compliance with regulatory requirements and internal policies that safeguard the Bank and its clients.
The role oversees day-to-day delivery across liabilities operations, ensuring service standards, risk controls and operational performance are consistently achieved. Working across Operations, Business, Risk, Compliance, Technology and Service teams, the role identifies operational risks, resolves service issues and drives process improvements that enhance efficiency, customer experience and operational resilience.
By monitoring performance, strengthening controls and improving workflows, the role contributes to sustainable operational outcomes, regulatory compliance, reduced operational risk and scalable service delivery that supports business growth and customer confidence.
Key Responsibilities
Operational Delivery & Service Performance
- Deliver liabilities operations processes that ensure accurate, timely and controlled execution of customer and account servicing activities.
- Monitor operational performance, service levels and workflow effectiveness to maintain consistent delivery of agreed business and customer outcomes.
- Resolve operational exceptions and service issues that minimise disruption and improve customer experience.
- Implement operational priorities and resource plans that support volume fluctuations and service continuity.
Process Optimisation & Continuous Improvement
- Review operational workflows and controls to identify opportunities that improve efficiency, productivity and service quality.
- Drive operational improvement initiatives that reduce manual intervention, processing errors and operational bottlenecks.
- Analyse operational data and performance metrics to support informed decision-making and continuous process enhancement.
- Partner with technology and support functions to implement sustainable process and system improvements.
Risk, Control & Regulatory Compliance
- Maintain operational controls that ensure compliance with regulatory obligations, internal policies and risk management standards.
- Monitor operational risks, control effectiveness and exception trends to identify and mitigate potential issues proactively.
- Escalate material operational risks, control weaknesses and compliance concerns through appropriate governance channels.
- Support audit, regulatory review and control testing activities by ensuring evidence, documentation and remediation actions are effectively managed.
Stakeholder & Customer Service Management
- Collaborate with business, service, technology and support teams to deliver effective end-to-end customer outcomes.
- Manage stakeholder relationships to resolve operational challenges, service dependencies and process issues.
- Contribute operational insights and recommendations that support business objectives and customer service improvements.
- Support customer-focused initiatives that enhance service quality, responsiveness and operational effectiveness.
Operational Governance & Performance Insights
- Produce and maintain operational reporting that provides visibility of service performance, risk indicators and process outcomes.
- Use data analysis and profiling techniques to identify trends, performance gaps and improvement opportunities.
- Support governance forums with accurate management information, operational updates and risk reporting.
- Track delivery of operational improvement actions to ensure expected benefits and control outcomes are achieved.
Motivations
- Motivated by improving operational processes that enhance customer experience, service quality and operational resilience.
- Energised by solving complex operational challenges involving multiple stakeholders, risks and service dependencies.
- Thrives in environments that value accountability, continuous improvement, strong controls and collaborative problem-solving.
Skills And Experience
Must-have Skills
- Governance, Risk, and Compliance (GRC)
- Liability Management
- Accounting Transaction Analysis
- Capital Management
- Regulatory Compliance
Other Skills
- Talent Development
- Communication
- Continuous Improvement
- Inquiry Processing
- Integrity Management
- Investigation Management
- Stakeholder Engagement
Qualifications
- Exposure to high-volume retail banking or financial services operations where accuracy, service quality and control effectiveness are critical.
- Exposure to regulated environments requiring adherence to compliance standards, operational controls and risk management practices.
- Exposure to process improvement initiatives focused on enhancing operational efficiency, customer outcomes and operational resilience.
- Experience working across business, operations, technology, risk and compliance teams to deliver effective operational solutions.
- Exposure to operational performance management using service metrics, reporting and data-driven decision-making.
- Business English
About Standard Chartered
We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.
Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.
What We Offer
- Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
- 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 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.
Visit our careers website to learn more about us: www.sc.com/careers.
