Manager Card Facilitation Center

Job Summary

This role will be responsible to manage the Dispute Management Unit related activities and team effectively and ensure error-free window. Achieve high productivity and efficiency thereby resulting in improved Service quality and a high level of customer satisfaction

Key Responsibilities

• To contribute towards superior service delivery and cost control related to operations of the Dispute Management Unit by error free timely processing.
• To design, recommend and implement action plans for continuous process improvements to enhance both processing efficiency and operational controls and save costs.
• Ensure, in co-ordination with the ‘Complaint Management & Service Quality’ units, the delivery of high-quality customer service by an effective process to address customer inquiries and resolve their complaints to minimize client(s) attrition.
• Continuously review procedures, controls and systems & give recommendations & suggestions for improvements in quality, efficiency & TAT, system enhancements, optimization of resources & costs savings
• Ensuring changes to system, processes or product offerings are handled in an effective and seamless manner delivering the expected outcomes
• Monitor Screening alert generation methodologies and Silent 8 effectiveness to ensure they are fit-for-purpose, providing feedback to Country Head FCSO where false positives or immediate emerging risks are identified.
• Securing credible audit / review outcome for the unit.
• Apply Group and FCC policies and processes (Transaction Monitoring, Name Screening, AML surveillance, client screening, risk assessment) to manage risks.
• As directed by the Country Head Financial Crime Surveillance Operations, manage interaction / communication / meetings with stakeholders and other departments as and when needed in order to mitigate risks.
• Gathering and processing risk data related to Financial Crime Surveillance Operations processes to meet the Group’s risk reporting requirements.
• Effectively manage risks and create a robust control environment.
• Ensure adherence to all CST (Control Sample Testing), HCL (Health Check List) and ORF (Operational Risk framework).
  
  

Skills And Experience

• Advanced proficiency in Microsoft Office Suite
• Excellent verbal and written communication abilities
• Experienced in managing relationships with internal and external stakeholders
• Strong ability to analyze data and identify trends, patterns, and solutions
• 2 to 4 years of relevant experience
  
  

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.