Service Lead

2 weeks ago

Kuala Lumpur, Malaysia Standard Chartered Full time

**Job**: Operations

**Primary Location**: Asia-Malaysia-Bukit Jalil KL

**Schedule**: Full-time

**Employee Status**: Permanent

**Posting Date**: 08/Mar/2024, 12:29:05 AM

**Unposting Date**: Ongoing

**The Role Responsibilities**

**Job Role**

To perform specific duties as instructed by the team management and to assist the team management in overseeing the daily processing / delivery of trade services by the team to customers.

**Key Responsibilities**
- Assist manager in consistent delivery of high quality services to customers through meeting or exceeding customer expectation guided by the Service Level Agreement, efficiency / accuracy standards and good business processes / judgments.
- Assist the Manager in managing the cost budget allocated to the team by ensuring optimum utilization of available resources, implementation of creative cost-reduction solutions and minimizing wastage.
- Assist in Managing the operational risk of the team to avoid operational / reputational losses and ensure awareness and full compliance of all laid down rules, regulations, policies, guidelines, procedures, practices and code of conduct imposed by the Company / Group.
- Support the roll-out of appropriate quality management systems in the team to measure the qualitative performance of the team / individuals, facilitate improvement initiatives and help cultivate a “Service Excellence” culture among the team members.
- Verify transactions processed by Associates and release those that fall within own delegated release authority.
- Assist the team management in overseeing the daily operations of the team and contribute towards meeting the team’s objectives.
- Ensure that the set productivity targets (efficiency, accuracy, etc) and processing turnaround standards are achieved (within own area of responsibility).
- Contribute to the development of associates by guiding, coaching, motivating, supporting and assisting selected number of associates.
- Ensure due care and diligence is exercised on day to day operational matters relating to Money Laundering and KYC, acquiring relevant knowledge and training; thus, providing support to superiors and subordinates.
- Key Control Standards Assessment within department with nil over dues.
- Follow up on corrective / preventive actions to a point where concerns arising from these findings are addressed to a satisfactory level.
- Ensure full compliance of all laid down rules, regulations, policies, guidelines, procedures, practices and code of conduct imposed by the Company / Group.
- Comply with Group / Local Sanctions Policy and Procedures.
- Comply with Group Money Laundering Prevention Policy and Procedures to the extent applicable and reporting all suspicious transactions including transactions having Red-Flag alerts to AML approvers.
- To promote the culture and practice of compliance within the letter and spirit of regulatory requirements and ethical standards in the conduct of business.
- To have good judgment and an inquisitive approach to practices and procedures on AML. To have personal authority and integrity, independence and resilience while handling such transactions.
- Wherever complexity exists in the transaction, conduct review to ascertain whether the transaction has any Money Laundering aspects and escalate to AML advisors.
- To perform translations in documents / instruments / instructions from Chinese to English language.

**Key Stakeholders**
- Unit Manager/ Manager Trade Services, Standard Chartered Global Business Services Sdn. Bhd
- Officers / Associates
- Trade Services, Spoke countries

**Other Responsibilities**
- Knowledge of core banking, products and operations with a good knowledge of Trade Finance Products.
- Risk Management: Risk awareness, especially around potential client data confidentiality breaches and reputational risks associated with client servicing. Ability to identify, Assess, Monitor, Control and mitigate risks to the firm.
- Knowledge of Group Policies and Procedures.

**Business Strategy and Model**
- Awareness and understanding of the firm’s business strategy and model appropriate to the role.

**Governance, Oversight and Controls**
- The ability to assess the effectiveness of the firm’s arrangements to deliver effective governance, oversight, and controls in the business and, if necessary, oversee changes in these areas
- Detailed orientated, team player, takes end to end ownership, drive for results to support / grow the business, sustain intensity and optimism while focusing on delivering excellent service to clients.
- Ability to establish and maintain effective working relationships with peers and business partners.
- Excellent interpersonal skills and positive attitude.
- Developing team members to achieve the desired level of productivity and competency.
- Meeting productivity standards in terms of processing efficiency and accuracy of output.
- Achieves the processing turnaround standards as stipulated in the Service

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