Job Title:       Head, Servicing and Transacting  

Organisation: Standard Chartered Bank (Stanchart)

Duty Station:  Kampala, Uganda

About US:

Standard Chartered PLC is a British multinational banking and financial services company headquartered in Hong Kong, China. It operates a network of over 1,700 branches and outlets (including subsidiaries, associates and joint ventures) across more than 70 countries and employs around 87,000 people. It is a universal bank with operations in consumer, corporate and institutional banking, and treasury services. Despite its UK base, it does not conduct retail banking in the UK, and around 90% of its profits come from Africa, United Kingdom, United States and the Middle East. Standard Chartered Bank Uganda is the longest established international bank in the country; the first branch was opened in August 1912. We had 11 branches up to 1972 and retained only one branch during the turbulence of the 70s. In 1998 we acquired 4 branches of former Cooperative Bank in November 1999. Standard Chartered Bank Uganda today has a network of 11 branches in Kampala, Jinja, Mbale, Mbarara and Gulu. Standard Chartered Bank Uganda has 29 ATMs and over 600 staff.

Key Duties and Responsibilities:

Strategy

• Envision “Servicing and Transacting” Journey by partnering with Business and delivering on the vision: Mobile First, real-time digital experience
• Focus on Grow and Fix markets, help Clients fulfill all their servicing and transacting needs on their mobile or wearable tech togs and keep them informed with real time status at key moments
• Stay ahead of the curve progressively by delivering disruptive “wow experiences” that delight clients and use of predictive data and analytics
• Reshape our economics with strategic and bold initiatives to turbo-charge productivity improvements
• Ensure robust sustainability framework for effective management of governance and operational risks

Also Read: Public Procurement Officers Job – Enabel

Service Management

• Analyse customer complaints and where a pattern is established ensure permanent solution is established.
• To ensure that Servicing & Transacting/ WMOPS units function efficiently to meet service standards for both internal and external customers.
• Drive the Customer Charter and Out serve Plus in Servicing & Transacting in order to maintain high standards of service.
• Resolve day-to-day problems in operations or escalate issues as appropriate.
• Supply cash both local and foreign, blank forms, and CIT seals to branches and businesses with minimum delay as per SLA.
• Network internally with businesses and externally with service providers.
• To solve issues and escalate unresolved issues as appropriate.

Processes

Projects

• Initiate / suggest improvement projects (e.g hubing, outsourcing, automation) and actively participate or drive the implementation of all approved projects related to Servicing & Transacting/ WMOPS.

Department Continuity Plans

• Ensure department has an up to date Business Impact Analysis (BIA) and Business Continuity Plan (BCP).
• Ensure users for each unit are represented in DRP/BCP tests conducted twice a year and test results documented.
• Ensure that the call tree for department is tested regularly as per BCP guidelines.
• Be a point of contact for all DR/BCP issues for the department.

People & Talent

• Identify knowledge gaps existing in the department which impact risk management, customers and branch service delivery, and ensure closure.
• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
• Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Employ, engage, and retain high quality people, with succession planning for critical roles.
• Responsibility to review team structure/capacity plans.
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives

Initiatives & Ideas

• Drive and proffer ideas and initiatives to improve: Operational Efficiency, Service delivery, TAT and Customer experience, as well as Employee Volunteering activities.

Risk Management

AML/CDD Monitoring

• Be alert to the risk of Money Laundering and assist the bank’s effort in combating it by adhering to key anti-money laundering principals, ensure the implementation and monitoring of CDD in line with the group and regulatory requirements, safeguarding of the bank’s records as well as reporting of suspicious transactions / unusual activities, and not disclosing suspicions to customers

Operational Risk

• To ensure effective use of the OR Tools, e.g KRIs, M7, and Copman control checks. Ensure completion and review of the exceptions noted, formulate action plans to minimize the Bank’s exposure to frauds and losses in all the units within the department.
• To carry out periodic reviews on all process flows to ensure compliance by the teams and enhance operational capabilities.
• To notify the businesses proactively on any identified gaps or abnormalities and ensure resolution within the shortest time (through Suspicious Activity reports, M7, Speak up and / or any other means).
• Ensure Audit socialization is done effectively for all units within the department in order to improve audit readiness.
• Review and share Audit Socialisation reports with unit members to ensure that operational weaknesses are identified and effective Management Action Plans (MAPs) are designed to close the gaps and prevent repeat findings.
• Ensure that the bank does not suffer loss financially because of errors, omissions, and control lapses.
• Assist in coordinating, facilitating, and promoting understanding of Operational Risk and in implementation and management of OR within the unit.

Reconciliation

• Ensure proper reconciliation of all suspense / sundry accounts used, is done and adheres to the reconciliation GPI.

Operational Controls

• Ensure all control gaps existing in key responsibilities are closed and all existing control measures are adhered to.

Governance

Vendor & Business Relationship

• To objectively review processes with the business periodically to achieve better service quality, improved TAT and customer satisfaction.
• Review of SLAs with GBS and other vendors for the outsourced activities to ensure continuous improvement in efficiency and effectiveness of the outsourced processes.
• Ensure compliance with:
• Controls and Procedures on Customer Due Diligence (CDD) introduced to address Money Laundering Prevention and Compliance Risk.
• Guidelines for the submission of Suspicious Activity Reports issued from time to time.
• Group Code of Conduct.
• Group Sanctions Policy and Procedures
• Group Speak Up Policy
• Group ICS policy

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,
• Lead the Servicing & Transacting / WMOPS 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.
• Bank of Uganda, Insurance Regulatory Authority, Uganda Revenue Authority prescribed responsibilities and Rationale for allocation

Other Responsibilities

• Any other duties and/or assignments that may from time to time be assigned by the COO as well as AME Head Servicing & Transacting.

Qualifications, Skills and Experience:

• The applicant for the Standard Chartered Bank (Stanchart) Head, Servicing and Transacting job must hold a University Degree
• At least three to five years of experience in relevant field
• Good analytical skill to understand and improve workflow and enhance productivity
• A broad and in-depth knowledge of banking practices with relevant working experience in operational units.
• A good working knowledge of Risk Management
• Must be Customer-oriented, as the primary responsibility is to ensure that the units provide a high standard of customer service.
• Good inter-personal and management skills.

How to Apply:

All candidates who wish to join Standard Chartered Bank should apply online at the link below.

Click Here

Deadline: 26^th July 2023

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