Senior Officer - GLS

Job Summary
Process and risk management
Handle and process transactions as outlined in Global Lending DOI, country specific DOI addendum, Delegation of authority provided to individual staff and Delegation of authority for business partners. Any non-documented or irregular process needs to be brought to the attention of GLS staff in the hierarchy of Senior Manager or above.
Supporting resolution of audit issues and CST exceptions within agreed timelines
Ensure nil CST exceptions identified for the transactions processed.
Identify and escalate processes not in line with DOI
Adherence to GLS escalation matrix and ensure operational discipline on adhering to policies and procedures
Ensure no repeat audit findings
Timely submission of MIS data requests and CST samples data requested- Respond to Re
sponsible person (RP) team within 2 working days from the date of receipt of queries/ clarifications.
Timely and accurate update of leaves taken including Sick / compensatory offs in People Soft.
Ensure adherence to 6S discipline
Ensure to get cross trained and be a fungible resource
Participate on testing and requirement discussions for the initiatives under Lending Transformation program.
Ensure Nil risk issues and events
Ensure to get trained and handle financial control process along with BAU
Measurement targets
External errors to be in line with Country SLA - 99.75%
Internal errors should not exceed 10 per quarter
Nil operational loss / near miss and potential loss events.
Adherence to Clean desk policy at all times
E-Sentinel checks assigned should be completed on daily basis or exception to be recorded with appropriate comments.
Investigate, resolve and reply to CORE exception reports within 3 days from the date of receipt of reports by the unit.
Partners and clients
Deliver and sustain Loan Drawdown / Increased roll over turn -around time for client authentication checks as 90 minutes and tracking of referrals/ rejects for markets handled.
Ensure queries / mails are responded within specified time frame
Provide support to data quality assurance in Transaction processing systems like ACBS or EBBS.
Measurement targets
BAU Mails to be responded within 1 hr from the time of receipt. Queries to be responded within 3 hrs from the time of receipt. Holding responses to be sent in case of anticipated delays on account of investigation required.
Commerciality
Ensure that all activities that we support and handle are updated in PS tool under specific categories. If any transaction processing continues to be captured as Ad-hoc volume in PS tool for more than 2 weeks, escalate to the Head of Global Lending Services in the GBS location to ensure a new activity line is created in PS tool and recharged to the respective country
Footprint Optimisation
Provide support in ensuring we are cross trained to handle BCP volumes across Chennai and Bangalore.
In times of volume surge in Bangalore/ Chennai or Tianjin, ability to shoulder responsibility with other location and handle transactions without client / financial impact.
Ensure all user ID across system are not left to dormant status when a BCP situation does not arise. Log into the systems at least once in a week to ensure access levels are checked and system access is live.
Technology
Ensure that all system related issues have a problem ticket attached to that.
Ensure all open technology issues are under follow up.
Data/ MI and reporting
Ensure timely update of transactions processed in PS tool for accurate productivity capture and capacity management
Adherence to minimum output index of 100% and efficiency of 90%
Operational excellence
Assist the unit in achieving seat utilisation target of 1.25 by effective utilization of seats by ensuring adherence to shift timings
To handle transactions of multiple markets to align with Hyper specialization model and leverage on cross
utilisation plans
Contribute towards building efficiencies by eliminating manual workarounds in processing and increasing automation.
Efficient time management by smart work- Suggest ideas for process improvement to Ideation
Measuring Targets
Hyper specialization – to handle minimum of 3 markets with one major market (HK, SG, IN, UK, UAE/ DIFC)
Provide at least 3 ideas for process improvement every 6 months
People
Perform active back up roles and be a team player.
To be part of training and assessments conducted by Training Team for GLS- minimum 3 days of training should be completed on training areas other than technical / domain training.
Hand hold new joiners and provide support to new joiners and treat them fairly
Completion of e-learning modules as mandated by the trainer/line manager.
Culture and Communications
Treat your fellow colleagues, and all bank staff/ client with respect.
Support the unit in maintaining disciplined work culture and highlight issues relating to breach of code of conduct of the organisation to the Head of Department or to higher authorities using the bank’s approved channels
Support the community by participating / leading CSR activities and clock minimum 3 days of volunteering in a year.
Key Responsibilities
Strategy
Responsibilities that are related to the development and implementation of a strategy, for example, Awareness and understanding of the Group’s business strategy and model appropriate to the role
Business
Responsibilities related to the delivery of business and / or financial objectives, for example, Awareness and understanding of the wider business, economic and market environment in which the Group operates
Processes
Reference the processes for which the Role Holder is responsible, as per the Operational Risk Framework definition of first / second line, for example, Responsible for executing and supervising the Budget process.
People & Talent
Promote and embed a culture of openness, trust and risk awareness, where ethical, legal, regulatory and policy compliant conduct is the norm
Risk Management
Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Group, as well as an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them. For example -The ability to interpret the Group’s financial information, identify key issues based on this information and put in place appropriate controls and measures. All responsibilities under the Risk Management Framework – both execution and supervisory – should be referenced, for example, Act as the Process risk control owner under the Group’s Risk Management Framework (including relevant Operational Risk Framework ownership for Liquidity risk
Governance
Responsibilities relating to the direction, planning, structure, frameworks (e.g. processes and policies) and oversight. For example, Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas; 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
Client Managers
RM
ARM
Skills And Experience
Spot Opportunities
Communication
Collaborate
Deliver Sustainably
Achieve Results
Solve Problems
Qualifications
For Grade C: 1 to 3 years of relevant work experience in the following areas:
Good knowledge Lending Product and process
Good attention to detail with high levels of accuracy;
Ability to work independently with minimal supervision and able to handle variety of fast changing situations in terms of work pressure and clients’ requirements;
Strong communication, client servicing and problem solving skills;
Excellent inter-personal and communication skills and the ability to adapt these to work with both external and internal clients;
The ab

Work arrangement
No