Associate Manager| Retail Banking Ops

The Role Responsibilities

Job Role

This role will be responsible for embedding and driving proper management, great service culture and efficiency in CPBB operations.
• Assist unit managers to drive service excellence through metrices and drive digitization while managing cost in an efficient manner.
• Efficient management and tracking of service related pillars in CPBB Operations and Wealth Operations Kenya.
• Guiding the team on efficiently management of customer service activities and analytics.
• To monitor and collate management packs that assist in efficient running of the team.
• Manage and track digitization and adoption for service requests done by clients.
• Collating packs for management meetings, MIS collation various purposes i.e.
• Provide support in driving New Ways of Working.
• Support in tracking country cost and Budgets.

Key Responsibilities
• Manage and track digitization and adoption for service requests done by client
• Collating packs for management meetings MIS collation various purposes i.e. Support Complaints tracking and resolution in co-ordination with various stakeholders including country Operations and Hub Operations. Support to manage Service Review meetings with global business services and track actions to closure. Supporting and tracking of key Thematic risk issues in recon and other operational areas. Support in reviewing key people metrics such as productivity, Capacity planning, KPI against volume processed. A3 – New Ways of Working. Support in tracking country cost – Head Count – Business Efficiency against the assigned targets and find ways to improve kenya financial performance against the budget. Other ad-hoc activities assigned by the operation leads in country. Prepare, extract, and analyse data for various operational activities managed in country and in the Hub. This ensuring accurate and timely statistical analysis of the turnaround time for CPBB Operations
• Maintain a focused and accurate record on Costs and assist in Cost Control in relation to budget.
• Analyze business performance, identifying appropriate drivers to identify cost savings.
• Maintain a clear and objective view of business performance through accurate monthly dashboards.
• Remain alert to the risk of money laundering and assist in the Bank's efforts in combating it by ensuring key money laundering principles in relation to, knowing your customer, monitoring of accounts, reporting suspicious / unusual activities, safe guarding records and not disclosing suspicious to customers are adhered to.
• Track on incident reports and root-cause analysis for incidences that disrupt services and operations in CPBB Operations and Wealth Operations.
• Proactive identification of gaps through review of processes that could lead to incidences.

Strategy
• Analyze business performance, identifying appropriate drivers to identify cost savings.
• Manage and track digitization and adoption for service requests done by clients - STP Rates.

Business
• Maintain a clear and objective view of business performance through accurate monthly dashboards.
• Maintain a focused and accurate record on Costs and assist in Cost Control in relation to budget.
• Ensuring accurate and timely statistical analysis of the turnaround time for CPBB Operations.
• Analyze business performance, identifying appropriate drivers to identify cost savings.

Processes
• Proactive identification of gaps through review of processes that could lead to incidences.

Risk Management
• Supporting and tracking of key Thematic risk issues in recon and other operational areas.

Governance
• Support to manage Service Review meetings with Global Business Services and track actions to closure.

Regulatory and 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 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.
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.

Key Stakeholders
• Head Lending and Risk Operations Kenya
• CTOO, Kenya and East Africa Cluster
• Head, WM COO, Kenya &EA
• Head, CPBB COO Kenya
• Country Finance Teams
• GBS and GRU teams
• Head, SnT Kenya

Our Ideal Candidate
• Bachelor's degree.
• Professional training in Reports writing, Communications / Presentation, Data analytics will be an added advantage.

Role Specific Technical Competencies
• CPBB Products (Retail, BB and Wealth)
• Communication [need to handle In-countries Business and GBS]
• Presentation and Reporting Skills (Power Point, Excel)
• Customer Service
• Reconciliation

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 160 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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, 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.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

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