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Job Summary

- Responsible for the management and delivery at the desired service standards of WRB Operations at SC GBS supporting various countries.
- To perform the above functions at the highest standards and yet strive to be customer focused, cost effective and error free.
- To ensure implementation of any recent processing platforms or transaction processing systems for the bank, ensuring the project's rollout success and relevance to the business agenda.
- To help the business in the area of procedure mapping and documentation for Operations activities, and also to review the processes with a view to reengineer or streamline it to put in place a better workflow or practice.
- To have an oversight of Operations unit in the area of operational risk assessment/control and ensure continued compliance to good practices and regulatory requirements. To contribute to a compliance culture on key laws, regulations and Group standards in Wealth & Retail Banking and at the same time, ensuring adequate mechanisms and prompt reporting of breaches to relevant Risk Forums and Legal & Compliance unit.
- To drive excellence in Customer Experience in all customer touch points within Operations.

Key Responsibilities

Core delivery

- Capacity Management, work force management, Productivity and Utilisation including load balancing
- Delivery against agreed service standards (TAT, Accuracy, Referrals) including all financial settlements to all external entities.




- Service management through forums like JSR's discussing service trends, key business strategies and actions required to be taken
- Revenue accounting, tax compliance and sustainable cost plus recharge model
- Deepen end to end digital capabilities from Multi touch to single touch to zero touch processing

Cost Management

- Manage costs within Budgets/Forecasts and deliver against budget targets for cost saves
- Monitor cost trends / unit cost and identify opportunities for reducing the same through automation and other initiatives
- Monitor and track margin trends and maintain at optimal levels at all times
- Futuristic estimation of costs and provide budget/forecast inputs
- Review and approve spends in line with delegated authorities and as per Group policy and procedures.
- Manage the cost centres efficiently wherein designated as cost centre owner.

People and Talent

• Ensuring talent on boarding and retention with succession plan in place for key roles and maintaining healthy bench-strength and leadership pipeline
• Ensuring framework for objective performance assessment of all team members
• Ensuring right-skilling and Cross Skilling among team members and training /certification for specific roles
• Enabling a conducive environment for people including effective engagement




• Empowering with appropriate delegated authorities

Risk Management

• Proactive identification, preventive controls and mitigation of key process / operational risks
• Strong detective controls and continuous learning and fixing from risk incidents
• Ensuring timely reporting of risk items as per the Group Risk Management Framework
• Drive risk management initiatives across the unit resulting in minimal or zero breaches and zero regulatory breaches whether data related or others
• Ensuring adherence to all Group Policies and Procedures and adequate training to staff to ensure compliance at all times
• Ensuring business continuity strategies are in place and tested at regular intervals as per standards agreed with country stake holders
• Approving existing BAU process documents (DOI/PCA) and UAT test results. -
• Ensure Risk Assessment template is filled and signed off by Head of Unit before BAU adoption of any new process or amendment of an existing process.

Transformation & Service excellence
• Enable and encourage continuous improvement initiatives with STP capability transformation of process
• Review and drive strategic opportunities in transformation to adopt exception processing operating model.
• Support and lead change initiatives and provide feedback for change proposals
• Deliver sustainable cost saves and service levels on par with or superior to competition

Leadership
• Contribute to overall WRB Operations leadership forum
• Set strategic goals including Aspirational goals and guide teams for achieving results
• Support growth and deve

📌 Manager, Wealth Operations (Chennai)
🏢 Standard Chartered Bank
📍 Chennai