Associate Manager, Channel Operations

Job Summary

Operations and Service Quality

• Ensure zero exceptions and customer complaints where applicable.
• Handle CCIB and WRB client requests in the channels platform and allocate work using a FIFO model.
• Maintain accurate details in transaction processing systems and ensure error-free work without operational losses.
• Maintain close customer relationships and promptly escalate and resolve service issues.

Strategy and Business

• Manage initiatives to innovate and digitize processes and intensify collaboration across the network.
• Initiate and implement service quality initiatives and support a stronger relationship with clients and customers.
• Manage initiatives that improve flexibility, collaboration, and operating effectiveness.

Processes and Compliance

• Release deals according to operating instructions, customer instructions, and required timeliness and accuracy standards.
• Ensure compliance with applicable regulations, company policies, group policies, and operating procedures.
• Identify process exceptions and initiate corrective and preventive actions.
• Comply with anti-money laundering and sanctions policies and report suspicious transactions to line management.

People and Talent

• Lead by example, establish appropriate team culture and expectations, and collaborate with risk and control partners.
• Provide ongoing training and development and ensure direct reports are suitably skilled, qualified, and supervised.
• Employ, engage, retain, and develop high-quality people and set objectives for direct reports.
• Promote team involvement and continuous contribution to service quality improvements.

Risk and Governance

• Maintain responsibility for audit and risk control standards associated with cash services operations.
• Monitor operational, system, and channel risks and highlight control breakdowns through KPI and risk exception reporting.
• Work with UORM to design and implement operational risk controls and monitoring plans.
• Provide oversight across three hubs and ensure compliance with banking laws, anti-money laundering regulations, and internal standards.

Qualifications

• Strong stakeholder management and engagement skills.
• Strong team-player capability and ability to partner on day-to-day and long-term projects.
• Solution-oriented approach, ability to manage complex situations, and ability to work under pressure with high accuracy.
• Knowledge of client management processes and target operating models.
• Good product knowledge and understanding of corporate structures.
• Excellent verbal and written communication skills.
• Fluency in spoken and written English is essential; additional languages may be needed locally.
• Client service or front-office experience, regional knowledge, and project management skills are desirable.

About Standard Chartered

What We Offer

• Benefits include retirement savings, medical and life insurance, flexible benefits, annual and public holiday leave, parental leave, sabbatical leave, and volunteering leave.
• The organisation offers flexible working options, wellbeing support, learning opportunities, and reskilling and upskilling resources.