Company Info
Large organization
200 + Employees
Standard Chartered Bank - 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.
Standard Chartered Bank – 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. As a leading international bank, we strive to help people and businesses prosper across Asia, Africa and the Middle East.
1). Associate Director, Financing & Securities Services Client Solutions Manager
Job ID: 15366
Location: Lagos
Area of interest: Operations
Job type: Regular Employee
Work style: Office Working
Job Summary
- The role’s principal responsibility is to actively manage and maintain a strong level of satisfaction among the most important clients within Financing & Securities Services (FSS). The client base includes some of the largest global financial institutions which have extremely exacting standards and expect global best levels of client service.
- The jobholder’s responsibility is to understand these requirements and ensure they are delivered consistently to a high standard. You will also interact strongly with other Business Account Managers (BAMs) regionally to exchange ideas and maintain uniformity across regions.
- The role requires an in-depth understanding of each client’s business model, based on sound industry experience coupled with analysis of the client’s individual needs.
- Collaboration and co-operation are hallmarks of success as the jobholder often needs to bring together multiple internal parties such as regional and Country Heads of Financing & Securities Services, Head of FSS Client Solutions, Operations, Product Management, Financial Institutions, as well as external entities, to find innovative solutions to complex, often multi-market requirements.
- In so doing one is expected to maintain the right balance between effective cost management and sometimes bespoke solutions.
- The role is also responsible for the client relationship throughout the implementation process and will act as the single point of contact for the client during the implementation phase. He/she will participate in meetings with the client and define the solution design.
Key Responsibilities
Business Account Management:
- Manages the most important Financing & Securities Services clients residing in-country
- Contributes to, and implements, the global client management strategy for Securities Services clients
- Manage existing clients to maximise their satisfaction and long-term contribution to the bottom line i.e. ensures upward trend of client satisfaction
- Retains existing business and creates opportunities for new business referrals to work alongside with Sales
- Be a trusted advisor to the client based on current and future needs to continue to develop the client relationship.
- Manages Client Due Diligence Questionnaires, Visits and completes Call Reports for each client engagement.
- Acts as country escalation point for client issues and requests
Client Services:
- Responsible for serving as primary contact person for clients and internal staff for advice, client enquiries, complaints, and any other service issues. Correct channels to be followed with client complaint handling.
- Perform end of day mailbox review and management & reporting
- Deliver excellent service against agreed service standards and in line with client satisfaction criteria.
- As an internal voice of client, work together with other key internal stakeholders to solve client issues timely with no/minimal escalation and identify opportunities to improve overall service for the clients.
- Foster long lasting relationships and rapport with clients at the transactional / operational level.
- Identify opportunities for service improvement based on useful metrics and demonstrate results
- Manage existing/strategic clients to maximize client satisfaction and contribute to the client incident management by ensuring timely rectification and escalation where required. Ensure root cause analysis is completed and preventative measures are implemented effectively.
- Service level reviews conducted in a planned manner with appropriate engagement from internal stakeholders (i.e. Head Client Solutions, Sales and/or SSO participation if needed).
- Manages allocated Client Service Reviews, completes Call Reports for each client engagement.
- Plays a co-ordination role for account opening, closing and general maintenance including Channel Management for the clients allocated.
- Build trusted partnerships with clients at the daily transactional / operational level
- Creates timely market newsflashes and co-ordinates timely review and distribution to clients
- Co-ordinates & Trains Clients on Straight to Bank (S2B) Channels. Setting up of client training sessions and co-ordinating with Implementation team where needed
- Allocated Client Service Level Management (SLM) ownership and co-ordination of regular updates with operations who own the content. Ensure SLM’s are kept up to date
- Monthly internal Management Reporting of monthly query stats, client complaints, market updates
Strategy:
- Works closely across the bank to ensure best in class & quality services are being provided to local BAM clients
- Works closely with Financial Institution (FI ) to align and understand client strategic growth opportunities for the local BAM clients
- Thorough understanding of clients and ability to deliver in challenging situations
- Build strong relationship and trust with local Business Account Manager (BAM) clients
- Anticipate and embrace change to retain and build a competitive edge
- Participate in relevant forums and committees to ensure that participants in these forums are adequately informed on regulatory compliance requirements.
Business:
- Achieves targets for revenue retention and defence from existing mandates
- Identifies innovative solutions to clients’ requirements, maximising re-use of existing capabilities
- Identifies opportunities for growth from existing business and for referrals to work with Sales for new products and services
- Researches clients to fully understand their business model and identify innovative ways to anticipate and manage their requirements
- Monitors competitor service offerings to identify and remediate any gaps
- Adds value to client relationships by developing Management Information, enabling clients to enhance their own efficiency and interaction with Standard Chartered Bank
- Ensure query resolution within the agreed timelines with internal and external stakeholders.
- Conversant with, and due regard for, all procedures and regulations as stipulated by Standard Chartered Bank, Compliance, and the Securities and Exchange Commission (SEC)
Processes:
- Acts as senior escalation point as per the agreed client matrix and takes leading role in managing issues to resolution.
- Has oversight of timely actions to remedy Service Level Agreements (SLA) breaches.
- Oversees periodic reviews of service standards and client SLAs.
- Manages important allocated client relationships.
- Monitors client survey feedback and implements appropriate actions in response.
- Ensures consistency of client management approach and collateral in all locations for which responsible
- Oversees management of BAU Due Diligence visits.
- Client complaints and any client escalations to be immediately reported to Manager.
- Ensure incidents are managed and resolved in a timely manner. Actively engage with internal stakeholders and support functions to overcome obstacles in resolution of incidents while providing timely updates to client and internally on progress made.
- Continually identify opportunities to improve client efficiency and performance, through e.g. optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities.
People & Talent:
- Leads through example and builds appropriate culture and values as part of a team
- Sets appropriate tone and expectations from country service teams and works in collaboration with risk and control partners.
- Attend ongoing training and development.
- Objectively provides feedback to Client Service managers and provide guidance when necessary
Risk Management:
- Takes responsibility for identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual and the team play in managing them
- Under Risk Management Framework – the role is responsible to act in accordance with I&CM FM-ORF guideline]
- Manage the implementation of a risk-based approach to compliance within the business, by following the Regulatory Affairs and Compliance framework, which outlines the relevant Compliance methodology to be applied.
- Assess all findings to establish trends and escalate all issues of a significant nature to the appropriate stakeholders on a timely basis (as and when these occur).
Governance:
- Assesses the effectiveness of the Group’s arrangements to deliver effective governance, oversight, and controls in the business and, if necessary, oversee changes in these areas
- Maintains awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
- Delivers ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.
- Advise clients of all new industry developments
- Build and maintain meaningful relationships with internal and external stakeholders (for example: Business Unit management, Assurance providers, Regulators, etc.) with the aim of understanding their needs.
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.
- Lead the [Nigeria / Financing & Securities Services Function 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.
Key stakeholders:
- Closely liaises with internal technology and operations teams to define common standards to adopt in managing the operational relationship with clients, under the auspices of the overall client management model
- Communicates Client Management strategy to business partners to ensure understanding of Client Management principles
- Works closely with Sales and Product Management to define client requirements and prioritise accordingly
- Facilitates client meetings with regulators and market infrastructures.
Other Responsibilities:
- Embed Here for good and Group’s brand and values in [Nigeria / Financing & Securities Services business unit / Client Solutions]; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures;
Qualifications
- Extensive end to end knowledge of Securities Services within Financial Markets
- Strong commercial awareness and ability to spot cross sell opportunities through developments in the market and client requirements.
- Exceptional relationship management skills.
- Strong ability to manage and effectively influence multiple stakeholders.
- Strong drive for results, ability to plan, track and follow through to drive results
- Proven risk management capabilities
- Proven experience of managing change
- Thorough understanding of complex clients and ability to deliver in challenging situations
- Facilitates collaborative working across the Bank and with key industry stakeholders
- Influence internal stakeholders to implement clients’ strategic requirements
- Acts as a trusted advisor based on a long term perspective on current and future needs
Skills and Experience:
- Client relationship management skills
- Highly developed knowledge of the securities industry
- Strong analytical capability
- Well-developed influencing skills
- Strong stakeholder management skills
Application Closing Date
Not Specified.
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2). Business Manager, Markets COO
Job ID: 8041
Location: Victoria Island, Lagos
Area of interest: Operations
Job type: Regular Employee
Work style: Office Working
Responsibilities
Strategy:
- Execute and implement the local Markets strategy and business initiatives for Cote d’ivoire and Western Africa cluster
Business:
- Execution and delivery of the global Markets agenda locally.
- Partner with local support functions and stakeholders to unblock any business issues.
- Be the “connector” between global and local and export best practices.
- Business budgeting and forecasting where required.
- Driving and management of a prudent cost culture.
Processes:
- Continuously seek out process simplification and process re-engineering opportunities to improve operational efficiency.
- Keep up to date with local regulations to assess impact / business opportunities and manage any changes to business processes and infrastructure.
Risk Management:
- Support local Markets Head in running of the local Markets Non-Financial Business Risk Forums (Markets NFRFs).
- Identify, assess and mitigate operational risks in-country.
- Execute controls, monitor, report and escalate operational risks where appropriate in-country.
Governance:
- Operate effective supervision of Markets, and oversight of Treasury Markets, and Capital Markets Products and Solutions (CMPS) in the dealing room, where applicable.
- Ensuring dealing room staff adhere to internal and external processes and procedures, and governance practices set out by the Markets risk committees.
- Support the local Markets Head in supervising and coordinating in-country audits
- Provide business support on dealing room management, eg. capacity planning, business continuity, access controls, Service Level Agreements, licensing, etc.
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:
- Local Markets Head
- Local Front Office desk heads, including Treasury Market, and Capital Market Product Services
- Regional and local Country Technology Operating Officer
- Markets Business Manager
- Compliance, local and Markets
- Operational Risk, local and Markets
- GIA
- Markets Operations
- Traded Credit and Market Risk
- Finance, local and Markets
Other Responsibilities:
- Embed Here for good and Group’s brand and values in Western Africa Markets COO team Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)
Qualifications
- Education: University Degree (Finance /Banking Preferable)
- Certifications: Accounting, Financial Risk Manager Qualification preferable but not mandatory
- Languages: English & French (preferable)
Role Specific Technical Competencies:
- Markets
- Project Management
- Governance and Control
Application Closing Date
Not Specified.
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3). Country Head of Audit, Nigeria
Job ID: 14994
Location: Lagos
Work style: Office Working
Job type: Regular Employee
Area of interest: Audit, Accounting & Finance
Job Summary
- The Country Head of Audit (CHOA) Nigeria at Global Internal Audit (GIA) plays a pivotal role in the third line of defence, ensuring independent assurance of management’s control over business activities.
- Responsible for leading the GIA Strategy, the role emphasizes customer experience, effective group change, and identifying efficiencies.
- The Head of Audit acts as a team manager, overseeing high-quality audits, adhering to professional standards, and promoting valued behaviors within the team. Engaging with various committees, the role involves representing GIA at formal meetings, challenging, and providing data-driven insights.
- Additionally, the Head of Audit contributes to risk assessment, manages audit delivery, and ensures effective stakeholder management, thereby safeguarding the assets, reputation, and sustainability of the Group.
- The position also entails effective budget management, risk assessment, stakeholder engagement, and adherence to governance and regulatory standards.
- The incumbent leads by example, fostering a culture of ethics, compliance, and continuous improvement within the GIA function.
Key Responsibilities
- GIA represents the third line of defence whose primary role is to help the Board and Executive Management to protect the assets, reputation and sustainability of the Group.
- GIA provides independent assurance on the management’s awareness of risks and the effective execution of controls within their business activities (the first line) and of the relevance, effectiveness and monitoring of risk and related controls maintained by the Risk Framework Owners and Policy Owners (the second line).
- As defined in the Audit Charter, all staff in GIA must exhibit the highest level of professional objectivity at work.
- They must make a balanced assessment of all the relevant circumstances and not be unduly influenced by their own interests or by others in forming judgments.
- GIA will adhere to the Definition of Internal Auditing, the Core Principles for the Professional Practice of Internal Auditing, Code of Ethics and the Standards for the Professional Practice of Internal Auditing that are published by the IIA.
- It is expected that all members of GIA strive to operate as role models for the Group’s valued behaviours. GIA methodology has defined “Habits of a Human Auditor” which are aligned to the Group’s valued behaviours and communicated across the function.
In addition to the responsibilities defined in the Audit Charter to protect the assets, reputation, and sustainability of the Group. The Head of Audit is expected;
- To lead through example, build the appropriate culture and values, develop valued, engaged, and motivated teams, grow our people, strengthen inclusivity, team engagement, wellbeing and psychological safety.
- Be a leader who helps grow the Bank, harnessing a strategic mindset and the ability to navigate complex situations and ambiguit:
- Contribute to the broader GIA strategy and to key deliverable as required
- Be a champion in managing change as Bank and GIA evolves with time
- Be an advocate of strategy and align and embed it in audit delivery
- To Team Manage audit delivery by taking responsibility for high-quality audits, providing insights and impactful commentary on the management of risks. Responsible, where serving as Team Manager, for the finalisation of audit issues and the audit report.
- To role model the valued behaviours and develop an environment in which positive behaviours are celebrated and poor culture is challenged.
- To oversee that work carried out by the team is executed in an efficient and effective manner, within the given budget and timelines, and in line with GIA methodology standards.
- To clearly identify the risks and impact of issues during issue writing, agreeing these issues with management and obtaining quality management action plans to mitigate the risks raised.
- To lead continuous monitoring of assigned countries / portfolio areas, and to build and maintain engagement with stakeholders.
- To take responsibility for the implementation and support of department-wide exercises such as annual audit planning, risk assessment and training.
- To support GIA audit teams by providing product / country knowledge and expertise for their audits relating to the individual’s area of responsibility.
- To attend and represent GIA at formal committees and Group meetings, providing meaningful challenge and data-driven insights, as required, e.g., Governance Committees and Country Non-Financial Risk Committees.
- To serve as the GIA portfolio / country subject matter expert – proactively engage with peers and stakeholders to maintain, build and share knowledge.
- Issue validation: All audit issue action plans agreed during audit fieldwork should be tracked through to completion in accordance with methodology requirements
Strategy:
- Contribute to the GIA risk assessment and design the subsequent risk-based audit plan for the assigned portfolio of CHOA Nigeria.
- Audits recommended by the HOA in the GIA audit plan should address the key risks identified in the detailed risk assessment and in the audit planning process and meet relevant regulatory requirements and coverage expectations.
- Periodically assess whether the audit plan remains relevant throughout the year as the risk profile of the business and entity changes. Propose changes as appropriate.
- Ensure that audit team operates in line with the Audit Charter during engagements, remains independent from management and free from interference.
Audit Delivery:
- To act as Team Manager, as necessary, on assigned audit work primarily involving Nigeria as well as other areas across the Group as required. This will entail managing the Team Leader and team members working on the audit to deliver the Audit Planning Memo, Process Risks Controls Matrix, agree issues and action plans with management and submission of draft report to the Team Manager for review.
- Provide clear guidance, detailed review and supervision of the audit team’s work so that audit deliverables meet quality standards and timelines in line with the GIA methodology.
- Provide guidance on business and audit technical knowledge and management skills to team leaders and team members to enable them to effectively deliver their assigned audit work.
- Provide technical input and challenge on audit work being undertaken within the scope of assigned product or country area of responsibility. This will include working with the audit team to produce outputs of high quality which address the areas of greatest risk.
- Support adherence to the GIA methodology in all areas of the audit engagement, as well as raising awareness and understanding of the methodology.
- Demonstrate sound knowledge of both business and technical areas and expert knowledge in the audit process, including the GIA system, so that audit work is carried out to a high standard that meets all methodology and GIA system requirements.
- Take the lead in presenting the draft report in the GIA report review process (to the tollgate or report approver); and
- Monitor the implementation and delivery of the agreed issues and action plans for the audits assigned, understanding the key risks arising, provide advice on resolution of issues to auditees and action plan owners and escalate audit findings that remain unresolved.
Business (Budget):
- Effectively manage the cost within the allocated budget for audit engagements.
- Identify and implement opportunities for cost savings and optimal productivity of assigned audit engagements.
Risk Assessment:
- Update the assigned Continuous Risk Assessment on a regular basis to identify changes in risk profiles and document these in a timely manner, proposing changes to the assigned audit plan, as appropriate.
- Promote early identification and escalation of risks, issues, trends and developments to relevant stakeholders. Be prepared to raise issues/concerns outside the normal audit process.
- Attend relevant meetings (e.g., Management Groups and risk Committees) provide insights and meaningful challenge, ensuring risks are appropriately identified, discussed and timely remediation plans are put in place.
- Adopt a proactive approach to risk assessment through stakeholder engagement and monitoring of the external environment to improve audit planning.
- Review MI and reports regularly to keep up to date with key trends within the business and audit deliverables.
Stakeholder Management:
- Establish and maintain effective working relationships with the management of business units which fall under portfolio responsibility.
- Effectively manage external stakeholders such as regulators and reviewers.
People & Talent:
- Build a collaborative and inclusive culture that creates psychological safety, treating people with courtesy respect and promotes wellbeing.
- Develop and manage audit talent by guiding the audit team’s development & career growth – Build the right skills, capacity and specialism in the right teams/locations.
- Deliver a robust succession plan.
- Empower the team to innovate and make creative decisions to meet business needs; recognise staff that innovate or go the extra mile.
- Contribute to building a high performing function through frequent check ins and coaching evidenced by use of Feedback mechanisms.
- Influence change within the department by highlighting potential enhancements.
- Identify and successfully complete key internal training for self-development; proactively seek an external lens to support delivery of meaningful audit work.
Governance:
- Manage the relevant Country stakeholders, as appropriate, and establish good working relationships to help the businesses improve the control environment and keep updated with changes in the business impacting their risk profile.
- Propose changes to audit plans, so the audit plan remains relevant.
- Lead by example on how to communicate audit-related matters and resolve any conflict between auditors and auditees during an audit. Use networks and relationships to build engagement and achieve results.
- Escalate delays in the execution of audit work, both to auditee management and GIA management, role model this behaviour to Team members.
- Be able to clearly explain issues identified along with the risks and root causes to GIA and business management, using language designed to be understood by non-experts; and
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. Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent).
- Support GIA to achieve the outcomes set out in the Bank’s Conduct Principles.
- Lead the Nigeria and other GIA teams as assigned 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.
Key stakeholders:
- Establish and maintain effective working relationships with the specific country management and business units.
- Effectively manage external stakeholders such as regulators and reviewers.
- GIA Executive Team, GIA Group and Country Leadership teams.
Other Responsibilities:
- Embed Here for good and Group’s brand and values in Group Internal Audit.
- Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
Qualifications
- Educational Qualification – Candidates should possess a minimum of Bachelor’s Degree
- Certifications – ACCA/ACA
Skills and Experience:
- Manage Conduct
- Manage Risk
- Manage People
- In-depth understanding of Wealth Management risk management and associated control requirements;
- Strong communicator, both written and verbal, with ability to clearly explain controls to be tested and risks identified to audit and business management;
- Confident and courageous to raise and escalate ideas or concerns in a professional and timely manner;
- Proactive, self-directed and able to work with minimum supervision;
- Ability to work within a global team.
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.
Deadline: Not Specified.
How to Apply: Interested and qualified candidates should use the links below to apply: