An'yst, Retail Banking Ops

Job***: Operations
• *Primary Location***: Asia-India-Chennai
• *Schedule***: Full-time
• *Employee Status***: Permanent
• *Posting Date***: 03/Mar/2023, 2:05:20 AM
• *Unposting Date***: Ongoing
• *The Role Responsibilities**
• *Job Role**

This role will be responsible for embedding and driving proper management, great service culture and efficiency in CPBB operations.
- Assist unit managers to drive service excellence through metrices and drive digitization while managing cost in an efficient manner.
- Efficient management and tracking of service related pillars in CPBB Operations and Wealth Operations Kenya.
- Guiding the team on efficiently management of customer service activities and analytics.
- To monitor and collate management packs that assist in efficient running of the team.
- Manage and track digitization and adoption for service requests done by clients.
- Collating packs for management meetings, MIS collation various purposes i.e.
- Provide support in driving New Ways of Working.
- Support in tracking country cost and Budgets.
• *Key Responsibilities**
- Manage and track digitization and adoption for service requests done by client
- Collating packs for management meetings, MIS collation various purposes i.e.
- Support Complaints tracking and resolution in co-ordination with various stakeholders including country Operations and Hub Operations.
- Support to manage Service Review meetings with global business services and track actions to closure.
- Supporting and tracking of key Thematic risk issues in recon and other operational areas.
- Support in reviewing key people metrics such as productivity, Capacity planning, KPI against volume processed.
- A3 - New Ways of Working.
- Support in tracking country cost - Head Count - Business Efficiency against the assigned targets and find ways to improve kenya financial performance against the budget.
- Other ad-hoc activities assigned by the operation leads in country.
- Prepare, extract, and analyse data for various operational activities managed in country and in the Hub. This ensuring accurate and timely statistical analysis of the turnaround time for CPBB Operations
- Maintain a focused and accurate record on Costs and assist in Cost Control in relation to budget.
- Analyze business performance, identifying appropriate drivers to identify cost savings.
- Maintain a clear and objective view of business performance through accurate monthly dashboards.
- Remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by ensuring key money laundering principles in relation to, knowing your customer, monitoring of accounts, reporting suspicious / unusual activities, safe guarding records and not disclosing suspicious to customers are adhered to.
- Track on incident reports and root-cause analysis for incidences that disrupt services and operations in CPBB Operations and Wealth Operations.
- Proactive identification of gaps through review of processes that could lead to incidences.
• *Strategy**
- Analyze business performance, identifying appropriate drivers to identify cost savings.
- Manage and track digitization and adoption for service requests done by clients - STP Rates.
• *Business**
- Maintain a clear and objective view of business performance through accurate monthly dashboards.
- Maintain a focused and accurate record on Costs and assist in Cost Control in relation to budget.
- Ensuring accurate and timely statistical analysis of the turnaround time for CPBB Operations.
- Analyze business performance, identifying appropriate drivers to identify cost savings.
• *Processes**
- Proactive identification of gaps through review of processes that could lead to incidences.
• *Risk Management**
- Supporting and tracking of key Thematic risk issues in recon and other operational areas.
• *Governance**
- Support to manage Service Review meetings with Global Business Services and track actions to closure.
• *Regulatory and 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 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.
- Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.
• *Key Stakeholders**
- Head Lending and Risk Operations Kenya
- CTOO, Kenya and East Africa Cluster
- Head, WM COO, Kenya &EA
- Head, CPBB COO Kenya
- Country Finance Teams
- GBS and GRU teams
- Hea