Company Info
Large organization
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.
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. 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). Business Manager, Markets COO
Job ID: 8041
Location: Victoria Island, Lagos
Area of interest: Operations
Job type: Regular Employee
Work style: Office Working
Job Summary
- This role could be based in Nigeria and Cote D’Ivoire. When you start the application process you will be presented with a drop down menu showing all countries, Please ensure that you select a country where the role is based.
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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2). Premier Service Manager
Location: Lagos
Employment type: Full-time
Job ID: 9248
Area of interest: Governance, Risk Management & Compliance
Work style: Office Working
Opening date: 19th Sep 2024.
Job Responsibilities
Client Service:
- Primary point of contact for portfolio of Premier clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors
- Provide the highest standard of client service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients
- Responsible for client satisfaction with service arrangements and delivery
- Work with internal stakeholders to provide end-to-end query resolution to client satisfaction
- Responsible for effective service recovery process through complaint logging and handling
- Maintain a professional SCB image through all interactions with clients
- Log and manage all service interactions (enquiries, complaints, incidents, client visits etc.) within GEMS and / or other relevant systems to ensure that client data is captured and available for client insights / analysis and identification of improvement initiatives
Premier Service Management:
- Leverage on metrics and client insights to understand clients’ needs, and continually identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling etc
- Work closely with Segment Service Managers (SSMs) as product service specialist in country
Participate in periodic Service Reviews for Premier clients:
- Review service performance with the clients and generate ways to continuously improve service standards
- On a selective basis, attend sales calls with Relationship Managers (RM), Product Sales and Segment Service Managers (SSMs) to sell our service capabilities and/or resolve clients’ operational and service issues
- Provide pro-active client updates
- Deliver product / channel training to clients
- Make proactive calls on clients to improve the utilisation level of facilities, increase transaction volume, and identify opportunities for channels and referrals for the business
- Build trusted partnerships with clients at the daily transactional / operational level
- Proactive management and end to end ownership of client complaints and incidents, through close collaboration with various internal stakeholders, whilst providing regular updates to clients as well as internal partners such as RMs, Product Sales and SSMs
Risk & Control:
- Comply with Operational Risk Framework for client service processes including but not limited to client identification, complaints and enquiry handling
- Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager
- Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations
Operational Excellence:
- Identify and assist in the implementation of service and efficiency improvement initiatives and facilitate transfer of best practice
Conduct:
- Embed the Group’s values and code of conduct, to ensure adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees
- Understand and ensure compliance with, in letter and spirit, all applicable laws, regulations and guidelines including those governing securities activities, company law, anti-money laundering, terrorist financing and sanctions; the Group’s policies and procedures; and the Group Code of Conduct.
- Take personal responsibility for understanding the risk and compliance requirements of the role.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters.
- Ensure all within direct reporting hierarchy are compliant with all laws, regulations, guidelines, Group policies and procedures and the Group Code of Conduct
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.
- Lead to achieve the outcomes set out in the Bank’s Conduct Principles
Key Relationships:
- External Clients:
- Respective Product Operations Team Leaders, and Operations Head in country
- RMs & Business Managers
- TB Product & Sales Managers
- Segment Service Managers
- Head Client Experience, CCIB in country
- Country CIO
- GBS Product Operations Teams e.g. Premier Service Fulfilment Teams
- Technology partners e.g. PSS, Collective Intelligence & Command Centre
Qualifications
Education:
- Bachelor’s / University Degree
Training:
- Experience in Client / Customer Service, Banking Operations, Cash Management
Languages:
- English
Role Specific Technical Competencies:
- Excel
- Clear Communication Skills
- Problem Solving
- Relationship building
- Empathy
- Effective Listening.
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:
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