Head - SME Operations - Standard Chartered Bank - Hong Kong

Job description


a) To ensure efficient and effective scope of operations is always in place within SME Operations covering various processing work, support and services, system functionality and stability, risk and control.

b) To keep a high quality output of work for all types of SME products including but not limited to Business Installment Loans ( BIL / GIL ), SME Mortgages, Program Lending, Company and Investment Accounts, at all time and be delivered to customers at competitive costs.

c) To streamline workflow and procedures and introduce automation process in order to cope with the ever changing needs of the market and ongoing expansion of businesses.

d) To provide full operational support to various business initiatives as driven by SME Business, Product & Marketing and Integrated Distribution channels, keep good working relationship, effective communication and professional consultation with business stakeholders.

e) To balance and to allocate suitable manpower and resources for “ peak and troughs “ business seasons according to marketing conditions and needs.

f) To stimulate staff morale in SME Operations and helping to resolve any arising problems and grievances.

g) To undertake periodic self-assessment on key controls ( KCSA ) and to ensure proper functioning and adequacy of controls are always in place.

h) Assist in coordinating, facilitating and promoting understanding of operational risk ( OR ) and effective implementation and management of OR within the Unit.

Key Roles & Responsibilities

a) The execution of strategies and policies as laid down by senior management including centralization of various loan operational functions, streamlining and elimination of excessive processing procedures, migration of job activities to Hub Centres ( Chennai and Tianjin ) in cost-effective ways.

b) Evaluation, customization, testing and implementation of system enhancements while strengthening risk control, improving service quality, reducing operational cost and enhancing productivity.

c) Reporting any system issues and problems to IS team for quick resolution and coordinate with all affected business units and branch network on emergency action and contingency plan resulted from these issues and problems.

d) Giving advice and consultation in relation to operational matters to SME Business, sales channels and branches, offering good support to Customer Charter and “ Here for Good “ and helping to promote the Bank Values and Net Promoter Score ( NPS ).

e) Support innovation, digitization or straight through process for any operations and processing work,

f) Complying with all regulatory requirements and policies such as PDPAO, FATCA and AMLO, strict adherence to CDD checking procedures, ensuring no violation of related regulatory requirements and report any suspicious activities to UORM, line manager and designated L&C personnel, whenever necessary.

g) To report team’s operational risk issues ( mishaps ) and/or any losses to RSM / UORM.

h)To assist UORM in developing and updating of procedures, controls and monitoring plans for Operational Risk Management.

i) To adhere to the agreed Key Control Self Assessment ( KCSA / CST ) plans and approach.

Qualifications & Skills

Solid working experience in banking industry, in particular, SME business and operations support.
- Sound knowledge on SME banking products.
- Sound knowledge of laws, regulations and practices relating to banking.
- Strong administration, people management and problem solving skills.
- Excellent negotiation and communication skills are required to deal with and maintain good relationship with business stakeholders, internal and external customers.
- Excellent communication skills, conversant in both spoken and written English.
- Able to identify potential risks, compliance issues and implementation of preventive measures.

Diversity & Inclusion

Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.

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