Financial Markets CCG, ECS Lead

Full time

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• Manage the team, providing steer, growth and development
• Be an SME on the below processes and lead strategic change for improvement and innovation.

• Learn the Sales Business and develop into being a key contributing member of the Sales Business.
• Be a role model for the team, driving the grwth and development of the team as well as improving the service level and process efficiency

Business

• Client onboarding and servicing covering
  • Enabling FM clients to access and execute on various internal (SCB) and external electronic platforms
  • Maintenance of client static data, pricing, risk, credit, limits, permissions
  • Providing timely client training and demos for clients using SC Markets, Flowbanker, and S2BMM
  • Providing pre & post execution servicing to clients
  • Troubleshooting a wide spectrum of client issues
  • Liasing with the various Technology Support teams and eCommerce stakeholders for issue escalation
  • Capturing client feedback and translating enhancement requests to Tech and respective POs
• Handle front line support for FM eCommerce activities across the Asia timezone as well as backing up other eCommerce regions when necessary
• Develop robust processes for control and support, including SLAs and reporting
• Close engagement with eCommerce team members and Regional / Global Head to align expectations and best practices
• Backing up the core ECS team in providing pricing, risk and execution support to global sales and trading desks

Processes

• Continuously improves business management efficiency by simplifying and standardizing operational processes and procedures.
• Identifies and implements best practices in resources and processes, ensuring consistency and relevance to the business.
• Identifies and drives opportunities to automate, especially in area of regular reporting.

People & Talent

• Nurture and develop the team
• Takes responsibility for identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, maintains an awareness and understanding of the main risks facing the Group and the role the individual and the team play in managing them.

Governance

• Provide oversight on internal processes to ensure standardisation and performance accuracy.
• Maintains awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.

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

• Collaborates with the following stakeholders to achieve client and business objectives:
• eCommerce team members globally
• Partners in Production support, Tech, Product, COO
• Sales and trading

Other Responsibilities

• As delegated by line management from time to time
• Contribute and add value to the CCG Brand and community

• FM E commerce platforms

Successful candidate will need to be of graduate calibre and posses the following skills:

• Track record of serving clients with client support background in a high pressure environment
• Prior exposure to eCommerce FX business with prior exposure to real-time trading systems, execution, and post-trade processes

Able to show experience / proficiency:

• Supporting customers from a wide international client base (institutional and corporate)
  • Working with processes (from a business support perspective)
  • Incident & crisis management
  • Client training
  • Issue prioritisation and resolution
  • Static data management
  • Change management
  • Handling client feedback
  • Fault tracking and remediation
• Communicating with
  • Clients located across Asia, Middle East and Africa
  • Senior stakeholders in Trading and Sales
  • Technology Support and Development teams

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

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.

Standard Chartered Global Business Services forms a critical component, enabling superior customer service by leveraging on scale and efficiency. The centre has evolved from being a cost-effective venture for Standard Chartered Bank to becoming an integral part of its operations and one of its Centres of Excellence.

Established in 2001, it now provides a multitude of services to Standard Chartered Bank which has a 150-year history in some of the world's most dynamic markets. The centre provides dedicated world-class technology, software and system development, information technology support services, banking operations and customer care capabilities to businesses globally.

It now houses one of the largest software development centres in Malaysia as well as the Bank's Collective Intelligence and Command Centre, a state-of-the-art facility which provides situational awareness and response capability to Standard Chartered Bank and its subsidiaries using the latest technologies for monitoring and analytics. It has a total workforce of more than 4,300 employees.

Standard Chartered Global Business Services was conferred the ICT Organisation of The Year Award in 2011 by The National ICT Association of Malaysia, making it the first Global Shared Services Centre of an international bank in Malaysia to win the prestigious award. In 2014, Standard Chartered Global Business Services was awarded the Silver Award for the Employer of Choice category in the Malaysia HR Awards organised by the Malaysian Institute of Human Resource Management.

Standard Chartered Bank's two other global shared services centres are based in India and China.

Follow Standard Chartered Global Business Services on

Standard Chartered Global Business Services forms a critical component, enabling superior customer service by leveraging on scale and efficiency. The centre has evolved from being a cost-effective venture for Standard Chartered Bank to becoming an integral part of its operations and one of its Centres of Excellence.

Established in 2001, it now provides a multitude of services to Standard Chartered Bank which has a 150-year history in some of the world's most dynamic markets. The centre provides dedicated world-class technology, software and system development, information technology support services, banking operations and customer care capabilities to businesses globally.

It now houses one of the largest software development centres in Malaysia as well as the Bank's Collective Intelligence and Command Centre, a state-of-the-art facility which provides situational awareness and response capability to Standard Chartered Bank and its subsidiaries using the latest technologies for monitoring and analytics. It has a total workforce of more than 4,300 employees.

Standard Chartered Global Business Services was conferred the ICT Organisation of The Year Award in 2011 by The National ICT Association of Malaysia, making it the first Global Shared Services Centre of an international bank in Malaysia to win the prestigious award. In 2014, Standard Chartered Global Business Services was awarded the Silver Award for the Employer of Choice category in the Malaysia HR Awards organised by the Malaysian Institute of Human Resource Management.

Standard Chartered Bank's two other global shared services centres are based in India and China.

Follow Standard Chartered Global Business Services on

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