Associate Director Docbo Uae (arab Speaking Preferred)
Dubai, United Arab Emirates
Job Description
Job : Operations
Primary Location : Africa & Middle East-United Arab Emirates-Dubai
Schedule : Full-time
Employee Status : Permanent
Posting Date : 26/May/2023, 8:25:50 AM
Unposting Date : 02/Jun/2023, 5:59:00 PM
Roles and Responsibility
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. 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:
Roles and Responsibility
- Associate Director ? SnT DOCBO is responsible and accountable for owning and delivering end-to-end, best-in-class for servicing and transacting client journey for CPBB clients in UAE / GBS with core focus to manage day-to-day processes and people supporting the business.
- Managing team to embed and ensure key activities are performed as per the laid down procedures and agreed service level agreement with the stakeholders.
- Handling DOCBO process for executing instructions received from Domestic and/ or Cross Border Authorities to take appropriate actions like transfer or freezing of funds, information required, etc relating to accounts, transactions, funds, assets, documents and/or data relating to clients and/or counterparties of the Bank.
- Handling deceased process and activities and ensure no delay or gap in the process note or GPI.
- Yearly complete the review of DOCBO and deceased GPI.
- Ensure NIL pendings or TAT breach but if any then the same to be highlighted to all the relevant SMEs.
- Ensure to maintain dashboards and metrics to seamless monitor & track significant issues arising out of financial crime risk & assurance activities, regulatory inspections and operational performance
- Embedding highest standards of ethics, including regulatory and business conduct, understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines as per Group Code of Conduct.
- End to end preparation, checking and despatching of letters on receipt of enquiry from UAE Police department on returned unpaid cheques received via online mode as well as from branches through eOps system.
- Regulatory reporting/ requests for uploading in Central Bank (namely, debit and credit card details, 250K reporting, etc)
- To design, recommend and implement action plans for continuous process improvements in order to enhance both processing efficiency and operational controls and save costs.
- Cost centre management for cost centres under SnT client journey.
- Adopt DWD and the other principles as communicated by the Group COO such as having an End-to-end client focus, commitment to real time and high speed processing, quick decisions, etc.
- Implementing and driving the client journey objectives to CPBB?s strategic agenda
- Driving defined strategy/ scorecards/ objectives in areas of competitive advantage in the servicing & transacting domain (including change management within the domain)
- Drive and Embed digitization principles in redesigning for straight ? through-processing whenever possible
- Adopt existing and future process and technology initiatives and deliver outcome on standard metrics / scorecard for Servicing and transaction journey, e.g. productivity, accuracy, service levels, losses/lapses, issues and ORF related to servicing and transacting
- Achieve high productivity and efficiency thereby resulting in improved service quality and a high level of client experience by maintaining a strong stakeholder management across functions to deliver end state process. This includes prioritizing initiatives and decisions related to the process.
- Closely work with Client Journey Head / Retail COO to agree and resolve issues around the operating model, systems and processes to ensure these are considered and prioritised into investment plans, remediation initiatives and any other process as appropriate.
- Highlighting and resolving trade-offs between competing priorities by escalating to Client Journey Head and Retail COO as required.
- Supervising and management of back off processing relationship for Retail Country Operations with oversight and governance of the GBS teams in Chennai and KL and arrangement with Global Business sourcing team in an effective manner to ensure that there is no adverse impact on BAU, Service Quality, Risk controls.
- Align and drive the unit as per the refreshed strategic priorities to deliver our network, grow affluent business, optimize low returning markets, improve productivity, transform and disrupt with digital agenda.
- Drive and implement the 5 tenants of operations in the country client servicing and transacting journey and any relevant scorecard/strategy designed for the CJ & the overall CPBB COO function; by utilising the enablers to achieve exponential & customised customer obsession service, continuously work in enhancing the awareness as an industry leader among the teams, cooperate with relevant stakeholders to improve product/service offering as applicable, bring in effective process efficiency solutions and as applicable superior system solutions to drive operation transformation. In addition, continue to focus in achieving the financial targets to support business growth.
- Culture of inclusion: Create an importance of developing an inclusive work environment in ensuring sustainable business growth which helps to unlock the conscious and unconscious bias decision making, and equips to accelerate management capacity to include others.
- Ensure that all processes/ practices in the Unit comply with the Bank?s risk and compliance procedures to minimize security and risk exposure & ensure this is clearly defined/ trained and supported to enable best in class operation performance within the teams.
- As the unit head, be responsible for structuring projects, planning programmes, implementing strategy, governance, reconciliation and investigation procedures and work with other senior team members on diverse, complex processes/ transactions and projects.
- Work with the Retail Products team to support new product / special project launches and to set targets for Service Level Agreements, Turnaround time, productivity and accuracy measures and ensure robust performance tracking and communication of benefits and results.
- Work with users to analyse and develop processes and work on system/process enhancements.
- Lead the implementation of policies and procedures for the unit, ensuing consistency with Group standards
- Ensure that efficient quality service is provided to both internal and external customers that meet or exceed agreed service standards of the key products/ services offered by Retail Business.
- Continuously review procedures, controls and systems for improvements in quality, efficiency & TAT which may lead to system enhancements, optimisation of resources, costs savings & reduction/ eradication of redundancies & inefficiencies.
- Interact with other departments & stakeholders of the Bank to build synergies, ensuring that goals & objectives are keeping in view the wider interests of the organisation in order to streamline the requirements.
- Work in collaboration with Process Development Unit (PDU), Business Risk (BRM) and relevant stakeholders to ensure all processes are documented, up-to-date and being effectively implemented by the operations team in Dubai and Chennai and to maintain a strong and appropriate control and compliance environment within the unit
- Where possible, migrate activities/functions to GBS centres with a view to leveraging economies of scale on the cost, service and risk fronts.
- Ensure that all BIA, BCP & DR related activities are smoothly carried out for the unit.
- Periodic review of Vendor premises and ensure we are aligned with Group vendor management framework.
- Ensure adherence to all CST (Control Sample Testing), HCL (Health Check List), KCS/ KRI and ORF (Operational Risk framework), SRRM reviews, internal/ external escalation for referrals, etc
- Champion and act as a role model of the Group?s values and culture in the region
- Lead and support a change in mindset, building a culture of client centricity, agility, and accountability through standardised metrics and measurement, ensuring everyone in Operations are drivers and owners of client outcomes.
- Set effective metrics and standards, transparently communicating them to team members, providing feedback and rewarding employees accordingly. Set the appropriate tone and expectations for the wider team.
- Employ, engage, and retain high performance people, to maximise the success of design and delivery with succession planning for critical roles.
- Ensure team structure/capacity is reviewed frequently in line with actual v/s forecasted volumes to enable delivery of client outcomes.
- Ensure the provision of on-going training & development, ensure that direct reports are suitably skilled and qualified for their roles and that they have effective supervision in place to mitigate any risk.
- Develop a team structure to meet the needs of all stakeholders in line with COO expectations
- Develop and maintain Emiratisation talent ratio as per guidelines set by the Country Management Team.
- Adhere to risk Management scorecard, Risk Metrics and objectives related to your function
- Engage with in-country Risk team for effective management of identified risks
- Ensure there is a framework for effective management of operational risks in the servicing and transacting journey for Retail Banking clients and in compliance with applicable internal policies and external laws and regulations across our markets.
- Responsible for embedding of Operational Risk Framework linked to journeys related to servicing and transacting journey in Retail Banking, ensuring appropriate focus on High risk and Very High-risk issues.
- Responsible to minimise operational loss and audit failures and in conjunction with country journey head, and CPBB operations heads to ensure appropriate focus on issues and resolutions in collaboration with business risk management
- Work with the relevant NFRCs to ensure processes for transacting and servicing for retail clients are fit for purpose and meet regulatory requirements.
- As a member of the Retail Banking COO Leadership Team, ensure that direct reports execute responsibilities as outlined in the Group Operational Risk Framework.
- maintaining a strong and appropriate control environment covering Retail Banking businesses
- Restricting business if existing infrastructure and processes, capacity or capability are not fit to execute business within operational risk tolerance, regulatory standards or growth aspirations.
- Accountable to own regulatory audit / inspections on COO teams in country as well as offshore service centres through direct reports. Represent the bank as appropriate to regulators.
- Responsible for delivering ?effective governance?; ability to challenge fellow executives effectively; and willingness to work with regulators in an open and cooperative manner
- Ownership of cost related metrics covering but not limited to
- To effectively manage the unit from a cost / benefit / risk / service perspective.
- Submit budget requirements and meet the agreed-on budget objectives
- Initiating and leading business efficiency initiatives to meet country / group objectives
- Control over GBS RF files/ cost files/ accruals, through monthly tracking and analysis
- Cost centre related activities including but not limited to review of mapping of ownership, right transaction and escalation
- 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 the team to achieve the outcomes set out in the Bank?s Conduct Principles.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
- Internal: Country Management Team, Front Office, Inter-Department (on/off shore), Product, Credit, L&C, Tax, project teams, etc
- External: Auditor (Internal & External), Service Providers, Regulator(s)
- Solid knowledge of Retail Banking products and operations of branch and other distribution channels .
- Relevant business experience in operations, business analysis or project management.
- Clear understanding of the Bank?s Operational Risk Framework or equivalent experience gained in other organisations
- Demonstrated history of applying sound judgement with critical thinking skills and courage necessary to perform a control role and maintain effective working relationships
- Strong analytical skills, detail-focused with the ability to interpret large volume of information
- Problem solving skills with ability to influence across all levels of business
- Ability to independently drive initiatives with minimum hands-on supervision
- Strong people management skills
- Solve Problems
- Take the Lead
- Build Resilience
- Collaborate
- Communicate
- Deliver Sustainably
- Achieve Results
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. 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
- Be 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, parental/maternity (20 weeks), sabbatical (12 weeks 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.
- Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
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Job Detail
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Job IdJD1546276
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned