Job Openings at Standard Chartered Bank

The Role Responsibilities

End to End Case Management of Grievance Cases

• Work with Head, ER Kenya & EA and HHR East Africa  to agree on the grievance representative/s to review/ investigate and process the grievances.
• Plan for Grievance Hearing including issuing hearing invite/statement of complaint.
• Conduct the Grievance hearing or support the Grievance representative to conduct the Grievance hearing as the case may be.
• Complete analysis of data/facts and reach a fair and consistent resolution/conclusion which minimises the risk to the Bank. 
• Update ERCMS at the initiation and conclusion of Grievance.
• Update relevant stakeholders with key findings including any disciplinary actions recommended.

End to End Case Management of Disciplinary Cases

• Level of Involvement and support with the Investigations phase based on case nature and complexity.
• Conduct due fact finding and investigatory interviews including preparation of witness statements and investigation report.
• Make arrangements for the Disciplinary Hearing including identifying the panel  issuing hearing invite/statement of disciplinary case and provision of evidence.
• Conduct of the Disciplinary hearing through supporting the hearing manager as required.
• Complete analysis of data/facts and reach a fair and consistent conclusion which minimises the risk to the Bank. 
• Update relevant stakeholders with key findings and any relevant information, including any recommendations.
• Update ERCMS at the initiation of the hearing and conclusion of disciplinary hearing and/or appeal.
• Update HRBP and/or PRC team in case of a disciplinary action so that it could be highlighted for any potential P3 impact.

Collective ER Management

• Develop and manage the Bank’s relationships with employee representative bodies in order to support employee engagement, business performance and the Bank’s broader social responsibility priorities.
• Manage collective disputes, diffuse business disruptions and ensure that appropriate business contingency plans are in place.
• Undertake collective consultation as required (e.g. collective redundancies, outsourcing, M&A, etc).

Effectively manage key stakeholder relationships.

• Build external networks (e.g. ER Forums, Employee Associations, etc) and remain up to date with ER and legislative change/developments and be viewed both internally and externally as an expert in the ER field.
• Build internal networks with HRBPs and business stakeholders where required.
• Collaborate with HR Legal and Compliance and/or external legal counsel for advice on interpretation of local laws and regulations and ER policies, procedures, cases in-country
• Collaborate with Labour Ministries development and application of government policy.

Managing employee-related risk

• Provide commentary emerging ER Matters and escalate country ER risks based on trends or any new findings/issues.
• Understand current local employment and discrimination law/case developments and be able to anticipate implications for the Bank.
• Create and implement suitable actions to mitigate identified risks
• Work with HR Legal and external counsel with respect of data disclosure requests, litigation cases and preparation for/ appearance at Labour Court/Employment Tribunal.

Support Education and Training of HR and Line Managers

• Together with the Cluster/Regional ER Head proactively support, advise update, educate and train HRBPs and line managers across the ER product areas.

Our Ideal Candidate

Qualifications and Skills

Essential

• Bachelor’s degree in Social Sciences preferably LLB from Recognized University
• ER specialist, with a minimum of 5-6 years of work experience.
• Proven track record and in-depth experience of ER investigations and case management.
• Strong understanding of the local legislative and regulatory landscape
• Effective networker and organizational influencer
• Commercially astute
• Strong collaboration
• Ability to clearly and accurately analyse, interpret and communicate relevant and complex information
• Good coaching, networking, influencing & negotiating skills.
• Ability to assess risk & identify pragmatic solutions in context of conflicting demands.
• Ability to develop & gain credibility within the organization in respect of ER expertise.
• Role model and champion the Bank’s values and behaviours

Desirable

• Experience in an international professional services/ banking environment.
• Proven experience in working in a complex matrix, with demanding and fast paced client groups.
• Experience of ER product & policy development.
• Involvement in collective ER issues e.g. collective communication & consultation in non-unionized environments, TU/Works Council stakeholder management, collective bargaining, etc

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The Role Responsibilities

Business

• Provide quality support and advice to Relationship Managers (RM’s) within all lending units located in Standard Chartered Bank [Kenya] on all documentation related matters, including the origination of documentation for customers where required
• To deliver excellent service and advice to our Corporate (Corporate & Institutional Banking) & Commercial Banking clients in all interactions for their channel activation pre-transactional enquiries/setup, trainings and other channel related issues

Processes

 

General

• Perform end-to-end orchestration across all processes and services managed by IMO
• Engage clients throughout process, ensuring seamless delivery and client experience
• Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases.
• Adheres to first-time-right principles
• Provide insight and suggestions to improving processes, identifying opportunities to streamline and automate. Looks at ways to promote standard work and best practices.
• Undertake ad-hoc duties and when delegated by Line Manager and Country Head of IMO

Client Due Diligence (CDD) and Regulatory Onboarding

• Perform all relevant onboarding processes
• Creation of CDD for New Clients & Review of CDD for Existing Clients and perform regulatory onboarding (e.g. FATCA, CRS) activities
• Drive GIC and network onboarding processes
• Conduct checks on CDD as applicable
• Respond and clear queries from Checkers / Other Specialists / Business CRM on a timely manner
• Work in partnership with all relevant stakeholders effectively within the end-to-end CDD process
• Where serving as a checker, perform checks on CDD output from Client Delivery Makers, ensuring they adhere to policies and standard work
• Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations

Credit Documentation

• Perform credit documentation activities for the deals flowing from Corporate & Institutional Banking (“CIB”), Commercial Banking (“CB”) and Business Banking (“BB”)
• Conduct checks on Credit Documentation output as applicable
• Ensure that the data sources used for the extraction of the return is correct
• Identify processing risks or inefficiencies and implement appropriate and effective changes

Enablement [Account Opening and Channels]

• Perform relevant account opening activities, working closely with the relevant onshore and Hub teams to deliver fast set-up of all relevant systems
• Deliver excellent service and advice to our Corporate (Corporate & Institutional Banking), Commercial Banking, and Business Banking (BB) clients in all interactions for their Straight2Bank channel activation pre-transactional enquiries/setup, training, and other channel related issues
• Accept and arrange processing of various channels (Straight2Bank) and related products and services setup requests for Corporate and Institutional Banking (CIB), Commercial Banking (CB) and Business Banking (BB) clients; including internal setups e.g. for Client Access, Transaction Banking (TB) implementation testing setups, various internal operations unit’s setups relevant to channels activation
• Conduct checks on activities, documentation, and output (by other specialists or makers) within the account opening and channels activation processes as applicable
• Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations

Servicing [Static Data Maintenance, Offboarding]

• Perform relevant static data maintenance and offboarding activities including raising of SDM and offboarding requests in the system

Strategy

 

Targeted Improvements

• Act as a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client channel issues and identify opportunities to improve overall service for the clients
• Ensure uniform approach towards implementation of Global IMO Model and adherence to DOIs
• Deliver excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate

Automation and Streamlining

• Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes

People and Talent

• Provide effective orientation /guidance to new joiners on the bank’s policies/procedures/processes to ensure their successful assimilation into the team and the bank
• Develop and implement a personal learning plan with team manager, to attain necessary competencies
• Successfully complete milestones as laid out in implemented personal learning plan

Risk Management

• Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role remit
• Comply with applicable Money Laundering Prevention Procedures and report any suspicious activity to the operational risk team and Line Manager
• Ensure a clear and uniform approach towards implementation of the global operating model for all IMO-related processes, and adherence to DOIs
• Report any deviation (if any) to appropriate authorities and obtain proper dispensations
• Proactively manage risks and establish/monitor controls to improve the overall state of the risk management and operating framework

 

Governance

• Ensure strong due diligence on document safekeeping and data confidentiality
• Ensure correctness of documentation prior to any dispensation from the Bank
• Ensure compliance with the internal policies and credit policies, external policies, regulatory and statutory requirements
• Undertake periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls
• Highlight significant issues/errors to team leader

 

Regulatory & Business conduct

• Display exemplary conduct and live by the Group’s Valued Behaviours and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Achieve the outcomes set out in the Bank’s Conduct Principles: Financial Crime Prevention; The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

Internal

• Country IMO Head, Client Delivery Managers and other Specialists, Makers and Checkers
• Control Governance Managers and Specialists
• GBO Hub teams and In-country CET teams
• Account Opening Teams
• Front Office (RMs, CMs, CCMs)
• Lending Documentation Unit
• Commodities Transaction Management Unit
• Business CRM
• Business Operational Risk Manager
• Transaction Banking (Trade, Security Services, and Cash Management) Implementation Managers
• Client Documentation and Control
• Credit Documentation CoE

Other Responsibilities

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

Our Ideal Candidate

• Good command of both spoken and written English and Mandarin.
• Strong ability to positively influence stakeholders across value chain to both orchestrate and execute on processes and deliver exceptional client service and experience
• Ability to positively engage and build rapport with clients
• Strong writing and presenting skills in English
• Problem solver; looks for solutions and finds ways to progress despite blockages
• Strong drive to deliver
• Has a clear understanding of the client needs being serviced
• Ability to work independently without direct supervision and able to cope with pressures from tight deadlines
• A team player with good interpersonal skills