Lead, Branch Operation Excellence

Job Summary
Enable efficient, reliable, responsive and professional operation support to front-line and regional service leaders to ensure high class services to customer and operation excellence. Initiate and collaborate branch optimization projects such as on infrastructures, process and service collaboration model. Explore resource optimization opportunities e.g. by outsourcing and automation projects. Lead national service management framework and execution to ensure consistent service, operation and risk control standards.

Key Responsibilities
Strategy

• Learn, understand and strictly adhere to compliance to local regulations requirements, bank policies and procedures in day-to-day responsibilities.
• Drive and support cost optimization initiatives to achieve cost saving target from process side.
• Oversee the daily operational activities across branch network, ensuring efficiency, accuracy, and adherence
• Ensure that our branches deliver a seamless, secure, and superior customer experience while adhering to all regulatory and internal control standards.
• End-to-end operational management of branches, driving standardization, optimizing processes, and leading a team of professionals to achieve high levels of performance and compliance.
• Integrate frontline service resources by developing and implementing Branch Operations & Services Capacity Model for standardization, optimization and productivity improvement. Review and monitor service headcount.
• Lead national service management framework and execution to ensure consistent service, operation and risk control standards. Design scorecards and key Branch Operations & Service-related metrics to measure and manage service team performance.

Business

• Provide efficient, reliable, responsive and professional operation support to front-line and regional service leaders to ensure high class services to customer and operation excellence in terms of execution accuracy, timeliness and effectiveness.
• Give full support to front-line service team for internal audits, regulatory on-site or offsite inspections and regular or ad hot self-assessment, retrieving documents/information required, preparing management reports, tracking audit issues, CST findings and ensure management actions are completed within due date.
• Working with PC / Frontline Enablement team in developing service staff training program to support branch operations & services to upgrade frontline capabilities and staff engagement.
• Work closely with front-line leaders to deliver DOI implementation training and refreshment trainings and focus on the effective user adoptions.
• Achieve Operations Excellence by proactively and independently leading and following through all frontline-line issues in terms of process, system, staff understanding & executions, audit inspection, regulatory issues, and other ad-hoc issues/incidences/service complaints.
• Ensure compliance to regulatory requirements e.g. by coordinating regulatory reports and monitoring job rotation policy implementation.
• Strong governance on vendor management in term of contract renewal, vendor performance tracking and management, risk governance to ensure end to end governance on vendor/third party services in line with TRPT policy and business strategy/expectation
• Initiate and collaborate branch optimization projects such as on infrastructures, process and service collaboration model. Coordinate branch facility maintenance work while managing cost efficiency.

Processes

• Apply structured frameworks and methodologies for design, execution and outcome review.
• Lead or join transformation projects with continuous exploration of improvement opportunities & innovative solutions. Drive initiatives to improve processes through optimization, simplification and automation.
• Plan and execute service-related change initiatives, from initial concept through to implementation and user adoption.
• Continuously identify, analyse and implement process improvements to enhance operational efficiency, reduce costs, and improve the customer journey.
• Continuously explore and optimize outsourcing arrangements. Set targets for Service Level Agreements, turnaround time, productivity and accuracy measures and ensure robust performance tracking and communication of benefits and results.
• Drive changes with minimizing business impact and driving user adoption & compliance. Coordinate the rollout of new products, systems, and processes that relevant to branch service team, ensuring effective implementation and staff proficiency.
• Act as the voice of the branches to head office, communicating operational challenges and advocating for necessary support or system enhancements.

People & Talent

• Lead, manage and mentor the branch operation support team. Foster a culture of continuous improvement, accountability, and high performance.
• Provide clear direction, set performance objectives, and conduct regular performance reviews and career development conversations for team members.
• Prioritization and allocation of team resources to ensure successful delivery of multiple concurrent projects and initiatives.
• Champion a collaborative and inclusive team environment, encouraging professional growth and knowledge sharing.
• Act as a role model for leadership behaviours and the bank's values, influencing positive change across teams.
• Build the culture and capability to support continuous process improvement within the business.

Risk Management

• Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies
• Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities
• Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank
• Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections
• Cooperate with any investigations or reviews on regulatory failure such as accountability review
• Conduct regular branch operational reviews and control self-assessments to identify and remediate control weaknesses, operational risks, and compliance gaps.

Governance

• Properly perform the duties on management and ensure the effectiveness of internal control
• Be responsible for regulatory failure or risks arising from or in connection of the event over which the employee has the duties of management and/or leadership
• Be responsible for significant losses due to failure of effectiveness of internal control
• Ensure processes algin with the bank's risk and control framework as well as relevant regulatory standards. Monitor the effectiveness of operational processes and proactively recommend enhancements to mitigate risks.

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

• Develop and manage stakeholder engagement strategies to ensure smooth implementation of new processes and systems.

Other Responsibilities
Embed Here for good and Group's brand and values in China Affluent Process & Risk Management; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);

Qualifications

• Education-Bachelor's degree in business, Finance, or a related field
• Languages-Proficiency in English and Chinese especially at writing skills

Skills And Experience

• Operations Process Management
• Project Management
• Data Analytical

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.