Associate Vice President, Service Delivery Management Associate Vice President, Service Delivery  …

Standard Chartered Bank Malaysia Berhad
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Standard Chartered Bank Malaysia Berhad
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Associate Vice President, Service Delivery Management
About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.

Job Role
  • Facilitate and Manage the Service Delivery Forum; Promote collaboration and engagement between FCC and FCSU to drive value outcomes thereby enhancing quality of case disposition

The Role Responsibilities

  • Build services relationships with FCSU functions and FCC.
  • Finalize and calendarize the forum dates
  • Review topics received from participants for inclusion into agenda
  • Be up to date on matters from all FCSU business functions specific to the country
  • Keep country-wise hot spot list up to date and ensure hot spots are discussed and key updates shared.
  • Review operational data for significant Nonconformities/ Issues/ Themes, to decide on inclusion into agenda
  • Prepare and Circulate the Agenda (along with topic abstracts), at least 48hrs ahead of the forum.
  • Ensure there is good coverage of topics across AAA, Emerging Risks, Major Initiatives etc.
  • Attend the forum and ensure the operational performance and any significant non-conformities/ issues in the process/ procedures/ policies/ regulations are discussed
  • Share MI or any other supporting material, as pre-read, to participants ahead of the forum
  • Be autonomous and promote collaboration on all matters, bringing alignment across the businesses and countries
  • Ensure the meetings are inclusive and there is active participation from FCC and FCSU
  • Maintain meeting attendance, actions and decision logs for effective reporting and monitoring
  • Involve relevant stakeholders, as may be necessary/appropriate
  • Review the call ratings and results of the periodic dip tests and take necessary action
  • Ensure and maximizing collaboration between FCSU and FCC leveraging data to drive outcomes
  • Ensure to feed inputs from the forum back to process to enhance the quality of case disposition
  • Measure outcomes on initiatives/ program post-implementation to evaluate benefits realization
People and Value Behavior
  • Promote and embed a culture of openness, trust and risk awareness where ethical, legal regulatory and policy compliant conduct is the norm
  • Lead or influence significant programmes of work in support of the financial crime compliance objectives
Risk Management
  • Ensure significant Nonconformities/ Issues/ Themes etc. are reviewed by the RM, for attention
  • Report prominent issues/ prolonged inactivity/ non-cooperation of the participants etc., proactively to Head, Service Delivery Management for further action
  • Ensure proactive escalation of potential risks to the management team
  • In the event of major disconnect observed, ensure senior management are informed and that actions are taken quickly to remediate
Regulatory & Business conduct
  • Display exemplary conduct and live by the groups values and code of conduct
  • Take personal responsibility for embedding the highest standard of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes undestanding and ensuring compliance with, in letter and spirit, all applicable laws, regulation and guidelines and the Group Code of Conduct.
  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Our Ideal Candidate
  • Bachelor's or master's degree in of the fields of study and 8 to 10 years of relevant work experience relevant to below requirements.
  • Strong "people skills"
  • Excellent communication in English (articulation and writing)
  • Excellent listening skills
  • Ability to clearly articulate messages to different audience groups
  • Able to work effectively at all levels in an organization
  • Must be a team player and be able to work together and facilitate collaboration, networking and alignment within and across teams
  • Ability to establish and maintain strong relationships, manage stakeholders
  • Ability to deepen relationships with stakeholders through active consultation
  • Flexible and adaptable; able to work in ambiguous situations
  • Resilient and tenacious with a propensity to persevere
  • Forward looking with a holistic approach
  • Good analytical skills

Apply now to join the Bank for those with big career ambitions.
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