Senior Manager, Problem Management

•    Lead, facilitate and follow up on the investigation of problems, via root cause analysis (following on from incidents) and produce investigative reports

•    Assume the role of Problem Coordinator in the Problem Management process.

•    Record, coordinate, and report Problems, Tasks and Known Errors in the Source of Records (ServiceNow ITSM) including: 

•    Problem Logging 

•    Problem Investigation & diagnosis

•    Post Incident Review Evaluation

•    Impact details Evaluation

•    RCA stakeholders Identification

•    Steer RCA meetings

•    Root cause and RCA actions conclusion

•    Risk identification and escalation. 

•    Repeat Incident Analysis

•    Participate in or lead Service Improvement Plans (SIPs).

Strategy

•    Able to articulate the Objectives of the Organisation and translate it into operational objectives for current role. Ability to look at the bigger picture of the business strategy.

Business

•    Candidate must be efficient in English business writing and elocutions. Must be able to listen efficiently and summarize Root Cause discussions in clear and impactful reports

•    Have sound knowledge of Banking Industry in General in Retail, Transactional and Financial Market businesses.

Processes

•    Familiarity with Incident, Problem and Change Management processes

People & Talent

•    Exemplary behaviours as individual contributor, team player and take leadership and accountability. Charter self-development plans understanding skills and areas of further development as part of performance planning.

Risk Management

•    Adhere to the KPIs, ORFs and SLA committed by the organisation.

Governance

•    Adhere to all aspect of data quality, governance of global processes, audit and assurance

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

•    As designated in this global coverage role

•    Problem Management Process

•    Known Error Database

•    Regulatory Guideline

•    ServiceNow Tool

•    Incident & Change Management

•    Business Writing and Elocutions  

•    Technology Infrastructure – Operating Systems (UNIX, Windows), Database, Network and Cloud

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.