Relief Operations Manager

Job Summary

Able to mobile working at different location to support front-line branch operations and services when in needs, or will support Employee Banking for concerned outdoor operations activities where applicable. Follow role and responsibility of respective branch service position to delivery required performance result during mobile working period. It is required to support following roles (not limited) in operation teams including people leader position 按照运营团队业务的需要及主管的工作安排，在有零售金融业务的不同城市支援有需要的运营岗位，或者负责Employee Banking相关的行外运营工作，同时在运营支持过程中始终遵守该运营岗位的职责要求，完成岗位职责及岗位业务目标，确保业务有效达成，需要支援的营运岗位 （含带领团队的运营岗位）包括但不限于以下岗位

Key Responsibilities

Key Responsibilities/Challenges:

General总则

• Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies
• Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities
• Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank
• Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections
• Cooperate with any investigations or reviews on regulatory failure such as accountability review
• 理解、认同并遵守本地法律法规以及渣打内部政策中关于个人问责和职责的要求；
• 跟上本地问责法律法规的发展，以有效地确保并强化内控；
• 审慎勤勉地履行岗位职责，以个人或团队成员的身份，为避免任何导致银行遭受或可能遭受法律制裁、监管处罚、重大财务损失或声誉负面影响而做出努力；
• 对未遵守相关规范和流程、未适当履行职责以及未执行整改措施承担相应责任；
• 配合任何关于违反监管规定的调查或审查，例如，问责审查。
  
  

Business performance 业务表现

• Have product/process knowledge for multiple business lines in CPBB to ensure seamless resource back up when in needs. Follow role and responsibility of respective branch service position to delivery required performance result during mobile working period
• Support Employee Banking for outdoor operations activities based on agreed laid down procedure to perform and delivery result
• Leveraging the mobility of work, able to find opportunity for service quality improvement and process optimization in term of cost efficiency, less turnaround process time, better risk management measures, identify process gap and governance control loops between support team
• Support LM to drive, execute business strategy focus and initiatives for better working efficiency and effectiveness
• Support LM in driving service performance in term of productivity, execution quality and process risk management in delegated service teams
• 掌握个人银行的不同产品知识和相关操作流程，当有支援需求时能够实现无缝衔接，按照支援岗位的职责要求完成岗位职责
• 按照约定的操作手册，协助Employee Banking进行行外运营工作
• 负责在任何需支援的岗位上提供满足业务条线需求的高水准服务和协助
• 善于利用工作地点的多变性，发现提升服务质量和优化操作流程的机会，同时审核所在团队的操作符合内部流程及当地监管要求，实现成本优化，缩短操作时间，完善风险管理措施
• 协助主管提高所在分支行的工作效率，推进和执行银行重点工作战略计划安排
• 协助所在运营团队提升并确保营运及服务团队良好的生产力、良好的执行质量及有效的风险管理
  
  

Skills And Experience

Operations, Conduct and Risk Control 营运操作，行为规范和风险控制

• Acknowledge, follow and able to work mobile in Pan China to support service team where having resource pressure and working location will be subject to detail arrangement on due with no objection and performing corresponding duties
• Maintain and enhance sufficient awareness of operational risk management as well as uplift the bar of risk control awareness and prioritize risk identification and mitigation in daily operation
• Adherence to laws and regulations, internal risk (including FCC risks as anti-money laundry, sanction, anti-bribery and corruption), compliance policies and the Group Code of Conduct; Well manage client complaints and CDD
• Have ownership to work with the branch/service team that relief staff work with to detect, escalate or solve any exceptions, errors or potential issues
• System right will be adjusted to either maker or checker subject to the role support to and ensure transaction authorization within authority
• Support branch service team and middle office adhere to bank Conduct Plan, and all control and assurance mechanisms to comply with all internal and external standards and policies in executions, and ensure conduct framework to be effective via well implementing CPBB Conduct Plan, and establish the appropriate control and assurance mechanism in daily work to comply with all internal and external standards and policies
• Accountable for implementing and complying with AML requirements when performing duties
• Relief Operation Manager should well know and fulfill CPBB LM supervisory responsibilities when back up SBOSM/BOSM/MO leader roles
• 知晓并服从银行做出的人员调动通知和安排，在运营团队需要人员支援时，可以在全国范围内灵活变更工作地点，做到在不同的支援岗位履行相应的岗位职责要求
• 协助所在运营团队做到不断增强运营风险管理意识，提升风险管控意识，在日常运营中及时发现异常情况并减少潜在风险
• 协助所在运营团队遵守法律法规，内部风险(包括反洗钱，受制裁，反贿赂和腐败等风险)合规政策和集团行为准则的要求，妥善处理客户投诉及客户尽职调查
• 对所在运营团队的工作具有高度责任心，善于发现、及时上报、解决工作中的失误，错误或潜在问题
• 系统权限根据支援岗位进行调整且确保授权交易均在权限范围内操作
• 协助所在运营团队严格遵守银行的行为规范守则，在执行中始终遵守银行内控及风险管理机制中要求员工执行的内外部各项规定及政策，确保所在运营团队的行为规范及操作能有效贯彻银行的合规要求
• 严格执行和遵守反洗钱的相关规定要求
• 运营支援经理在支援管理岗位（BOSM/SBOSM/MO Leader）时应熟知并认真履行CPBB LM Supervisory Responsibilities，包括在行为规范和风险控制方面的管理职责
  
  

Client Centric Services in Operations 贯彻“以客户为中心”的服务理念

• Embed client centric mind in daily operation as well as to maintain up best in class front-line service
• Continue to advocate human banker and client centric service mindset in service staff for enriching internal and external customer experience
• Achieve client satisfaction in daily services and operations
• Build SCB a great place to work
• 负责在支援岗位的日常工作中始终倡导“以客户为中心”的服务理念，给客户提供最优质的服务
• 负责在支援岗位的服务中始终秉承“以人为本，以客户为中心”的服务理念，保持并提升内外部客户的服务体验
• 负责在支援岗位的日常服务中，始终以客户满意为服务宗旨
• 负责协助支援部门将渣打银行构建成为一个使员工和客户都喜欢的公司
  
  

Qualifications

Self Development 自我发展与提升

• Actively participate in various training programs arranged by the bank and keep self-learning on the laid down procedures/manuals and local regulation
• Development should comprise a mix of 70% learning on-the-job, 20% learning from others and 10% formal learning
• Actively participate in various campaigns related to service team and achieve the target
• Develop multi-product knowledge and job skills to support different segments and sales channels
• Support CEPG attachment program by proactively attending and achieving target result if being nominated
• Account for being a trainer in new joiner training program if new to the position (new hire or internal transfer) base on bank policy, and pass all required assessment by training timeline
• 积极参与完成银行安排的各项培训项目，主动学习银行内部流程/操作手册以及当地法规
• 积极培养个人发展学习计划包括70%在职学习，20%向他人学习和10%课程培训
• 积极参与与服务团队相关的各项竞赛活动并达到预期目标
• 深入学习银行各产品知识及职业技能，确保业务及产品知识可以支持不同业务线发展需要
• 积极主动参加CEPG的轮岗项目，努力实现预设目标
• 根据银行政策为新入职员工(新员工或内部调动)进行培训，确保对新入职人员培训严格遵守银行政策
  
  

Customer Right Protection 消费者权益保护

• Fully understand the importance of Consumer Rights Protection, prevent damage to consumers’ best interest
• Implement regulatory requirements related to Consumer Rights Protection, ensure to complete relevant trainings
• Always embed Consumer Rights Protection mindset when performing daily work
• 在日常营运工作中，知晓并协助促进所在运营团队充分理解保护消费者权益的重要性，防止损害消费者的利益
• 在日常营运工作中，知晓并协助促进所在运营团队始终遵守与消费者权益保护相关的法规要求，且确保完成相关培训
• 在日常营运工作中，知晓并协助促进所在运营团队始终谨记以保护消费者权益为基础执行工作
• A university degree with 5-8 years of banking operations experience in both retail product including lending/credit card/mortgage loan and small business products for relief operation manager role
• Solid knowledge of bank products and services and banking procedures, equities markets, unit trusts and other personal investment services
• Excellent interpersonal and communication skills, ability to deal with all levels of people, often in complex and difficult situations
• Team player who shows initiative and assertiveness and good leadership qualities to motivate the team
• Self-motivator who is keen to upgrade, improve personal knowledge and skills to meet job requirements
• Good command of both spoken and written English and Mandarin
• 大学本科学历
• 应聘运营支援经理职务需要5-8年个人银行（包括信贷、信用卡、抵押贷款）和中小企业银行相关工作经验优先
• 熟悉并掌握银行产品、营运及服务要求、理财保险产品
• 具有出色的人际关系能力和沟通能力，能在复杂场合应付自如
• 具有团队合作精神，主动性，自信和激励团队的领导力
• 有上进心，能自我激励，不断提高知识储备和技巧，以满足工作要求
• 具有良好的中英文写作和口语能力
  
  

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
  
  

What We Offer

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.