Vice President, Credit Ops Lead, CRC GBS India

Key Responsibilities

Strategy Targeted Improvements

• Engage a wide range of internal stakeholders for discussion in order to streamline processes and implement changes
• Champion the adoption of Ways of Working within the teams
• Deliver significant improvement in frontline & client experience in terms of TAT, productivity and process improvements. Embed appropriate risk culture and standards of excellence. This will include strong emphasis and focus on:
  • Accurate and efficient credit and client onboarding, management and off boarding processes.
  • Heightened awareness of Risk, and associated controls.
  • Oversight of the Credit Documentation Unit / Limit Maintenance / Audit Confirmation / Governance & Reporting as applicable
  • Expansion into other process to support business and risk control objectives
• Lead local capabilities for onboarding and Credit Risk Control activities (e.g. Documentation, Limit Maintenance, Governance & Reporting, Audit Confirmation)
• Reinforce synergy between countries, regions and hubs, through close communication and consistency of standards
• Spearhead the delivery of change projects, improvement, remediation activities
• Continuously work on the expansion of the scope of Credit CoE including more processes and business segments, geographies
• Make significant contribution to Credit Transformation Initiatives related to Fit For Growth (FFG) programme

Automation and Streamlining

• Monitor the efficiency, effectiveness and quality of the operations from time to time and provide corresponding actions for improvement with respect to the changing business or customer needs
• Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes
• Drive adoption by the team, of the latest tools and techniques to improve performance

Business

• Lead CRC and strongly support Business frontline to deliver beyond client expectations
• Ensure that the CRC is ably equipped with the best-in-class MIS, Performance Management tools, and utility functions
• Set and manage all relevant team budgets
• Develop awareness of business changes, predict challenges and identify opportunities to optimise people & processes and add value to client & frontline
• Serve as a thought leader for the processes within GBS
• Set and Close collaboration with Group, Region and Country business and function stakeholders, shared utilities and other networks to achieve transparency and consistency of execution of the end state operating model, maintaining exemplary levels of conduct
• Effective relationship and key stakeholder management with and across the networks to identify and address issues/ concerns
• Create strategies and plans to support achievement of bigger strategies of the organization.
• Establishes the strategic intent to the Process/Business Unit and regularly communicates this with consistency and conviction
• Sets priorities for addressing process problems that limit performance.

Processes

• Establish clear processes (Credit Documentation Unit, Limit Maintenance, Governance & Reporting, Audit Confirmation), and adherence to DOIs
• Identify key processes for further streamlining, work on process improvements fine-tuning of the operating and organizational models, and ensure optimum delivery of processes in accordance with globally consistent standards, controls, and levels of conduct & valued behaviours
• Optimise CRC processes with the aim to improve client experience, reduce ‘time to revenue’ without impact on control standards
• Continuously improve productivity and efficiency of processes and people
• Drive a strong results-oriented CRC team supported by robust data-enabled performance management tools.
• Maintain oversight on and participate in the quality & timeliness of ‘Service Review Meetings’ (SRM) to be held every month between Business Teams & Country operating teams

People & Talent

• Develop a highly engaged CRC Team. Have a strong oversight on talent management and hiring
• Ensure a high-performance team and provide appropriate training with the aim to achieve optimum quality deliveries
• Employ, engage and retain high quality people with succession planning for critical roles and appropriate recognition and reward for high performance / potential
• Ensure successful implementation of Hybrid working arrangement
• Lead through example and build the appropriate culture and values, embedding a high level of team engagement
• Set the appropriate tone and expectations for team and work in collaboration with risk and control partners, global process teams, and local business teams
• Ensure participation of team in CRC training programmes for all staff executing relevant processes & foster cross-training of staff across managed areas
• Ensure implementation and tracking of performance metrics into the P3 of staff managed
• Manage and control overall attrition at acceptable level. Attrition of top performers to be managed. Minimize key man risks within team.
• Develop succession plan for self and for all critical resources in the team

Risk Management

• Ensure implementation of the OR Framework across managed processes
• Control operations to meet risk tolerance thresholds set for processes managed
• Proactively manage risks and establish/ monitor controls to improve the overall state of the risk management and operating framework in the country
• Work closely with Local Compliance, Credit, Legal, and Risk for guidance on complex policy/ risk issues and actively provide feedback for process gaps and revisions required
• Provide insights and highlight risks/ mitigation to senior management, governance forums, and group teams based on understanding of country dynamics and MIS & analytics
• Manage remediations as required to ensure capability, process, or data/ docs are brought up to a best-in-class standard over time

Governance

• Responsible for delivering effective governance for CRC in compliance with applicable internal policies and external laws and regulations
• Ensure that the risks are clearly identified and quantified, properly tabled in the appropriate forums
• Ensure, lead, and monitor strict adherence to regulatory requirements, best practices, and a state of ever-readiness for audit & regulatory reviews
• Ensure alignment of GBS teams and processes supporting the country
• Senior escalation point for stakeholders on process and governance related issues in country
• Represent the CRC and act as an alternate to the CRC Head in the relevant governance forums
• Coordinate across network to facilitate Local and Regional network business
• Ensure robust performance management in place using relevant Productivity / Performance MIS. Monthly, quarterly and annual review discussions to be completed by stipulated timelines
• Utilize metrics and the agreed service standards to drive decisions and improve operational service excellence

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

• Region and Country CIB & WRB Heads
• Operational Risk Teams
• Regional and country Client Management teams
• Enablement Forums and Product Owners
• Other Operational teams GBS Hubs & Countries
• CIB & WRB Regional / MT members
• Legal team; in-countries, Region and Group
• Credit & Risk teams; in-countries, Region and Group
• Client Managers & Credit Analysts
• GIA
• Risk and Control Governance Functions
• Technology Partners & Product Partners
• Global Client Management network
• COO Process owners and governance teams
• Front Office (RMs, CMs, CCMs)
• Credit Risk Managers

Other Responsibilities

• Embedding Here for good and the Group’s brand and valued behaviours in the Ops CRC CIB team
• Performing other responsibilities assigned under Group, Country, Business or Functional policies and procedures

Qualification & Requirements

Skills and Experience

• Operational Functions (Domain – Product, Process & Systems)
• Process Management
• Time / Resource Management
• Operational Risk
• Accuracy and Attention to Detail
• Effective Communications
• Managing Change
• Budget Management
• Manage People
• Data Analysis
• Manage Projects

Education

• Preferably Commerce Graduate / Post Graduate or CA / ICWA

Training

• At least 120 Months of relevant work experience in Banking Operations (Credit Risk, Documentation, Client Service, CDD, payments, trade, markets etc)
• Advanced Product & process knowledge (knowledge in terms of customers, products and transactions)
• Strong leadership skills – preferably an experience in leadership role in CIB leading teams within countries.
• Strong analytical skills and an understanding of Agile methodologies, preferably with relevant certifications
• Good interpersonal skills in networking and influencing decisions.
• Good communication skills – oral, written and presentation
• Good product knowledge including the processes and procedures
• Strong project management skills – preferably a project experience in Credit Risk, Documentation, Client Service, CDD, payments, trade, markets or other

Language

• English

Benefits

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies – everyone feels respected and can realise their full potential.