Job Description

The Role Responsibilities

• Check and process wealth management transaction as per checklist prepared. Quality check to mitigate any potential miss-selling risk.
• Assisting in policies and processes, standardization of all checklists, SAU manual and call back questionnaires and obtaining approvals from legal and compliance from all countries.
• Conducting regular reviews with sales units and revising and recommending workflow changes for maximising efficiency and ensuring premium service to clients.
• Conduct callback and call monitoring of WM / other Specific Transactions for Quality Control / Compliance Check (Non-recorded F2F Transactions) - in English

• Ascertain that the transaction was executed by the staff in line with the following criteria:

• Clients Risk Profile understood
• SDF status confirmed (Bahrain booking centre only)
• Proper product selection / recommendation based on clients Risk Profile
• Clear explanation of product features and risks.
• Transparency in explaining all charges and fees.
• Confirmation that client has understood all relevant terms and conditions
• Note deviations in transactions (including cases where client could not be contacted) and escalate to RM and Segment Line Manager.
• Note deviations in transactions and escalate to RM and Segment Line Manager.
• Review Voice Recordings of WM / other Specific Transactions for Fraud Control and Quality / Compliance Check

• Comply with prescribed scripts for all specified transactions
• Review all elements of the conversation (as prescribed in the scripts), covering, amongst others:

• Client identification.
• Regulatory requirements, viz, client need assessment, etc.
• Account operating mandate.
• Client initiation of transaction, where advisory not permitted.
• Matching of products to client needs / profile / suitability.
• Description of product features / elements.
• Disclosure of risks.
• Disclosure of fees and charges.
• Acknowledgement by client of understanding product features, risks, etc.
• Confirmation of transaction by client.
• Answers to questions asked by client.
• Check client transaction confirmation for all specified Transactions.
• Note deviations in transactions (including cases where client could not be contacted) and escalate to RM and Segment Line Manager.
• Ensure all deals are processed within the cut off time for the day.
• Ensure data integrity on the soft copy log.
• Ensure timely execution of deals.
• Maintenance of Register / Tracker and follow up with case status.
• Prepare monthly Dashboard for AME.
• Conduct monthly meetings with all country stake holders and minute the same.
• Ensure all client complaints are recorded and routed through the correct channel.
• Ensure all SLAs are intact and periodic reviews are conducted and minuted.
• Continuous liaising with RM/ Unit Heads for error rectification.
• Taking necessary approvals from Business Heads as per the requirement.
• Recommend improvements in sales / suitability processes related to improve TATs; coordinate with deliverables with stakeholders towards End to End process management.
• Attending training sessions for new product launch for the understanding product key features and risks and liaising with product team for further clarification.
• Training new joiners and frontline for submission of error free deals
• Support during audit by providing prompt response for any requested information
• Providing necessary information to Operation Risk department for any complaint raised by client or doubt / query highlighted by OR team.

Strategy

• Responsibilities that are related to the development and implementation of a strategy. For example, Awareness and understanding of the Groups business strategy and model appropriate to the role.

Business

• Responsibilities related to the delivery of business and / or financial objectives, for example, Awareness and understanding of the wider business, economic and market environment in which the Group operates.

Processes

• Reference the processes for which the Role Holder is responsible, as per the Operational Risk Framework definition of first / second line, for example, Responsible for executing and supervising the Budget process.

People and Talent

Reference all responsibilities related to people and talent matters, for example

• 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.

Risk Management

• Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Group, as well as an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them. For example -The ability to interpret the Groups financial information, identify key issues based on this information and put in place appropriate controls and measures.

Governance

• Responsibilities relating to the direction, planning, structure, frameworks (e.g. processes and policies) and oversight. For example, Responsible for assessing the effectiveness of the Groups arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas; Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.

Regulatory and Business Conduct

• Display exemplary conduct and live by the Groups 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.
• Lead the [Sales assurance unit] to achieve the outcomes set out in the Banks Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

• Frontline sales AME, Regional policy and process team, Operational Risk, GBS processing units, Legal and Compliance.

Our Ideal Candidate

• Knowledge in wealth management products.
• A thorough knowledge of Banking Operations, Products, Processes.
• High level of analytical skills, ability to constantly juggle between complex high priority issues on product delivery / client servicing and strong people skills.
• Auditing and Review skills.
• Energy, tact, patience.

Role Specific Technical Competencies

• MS Office

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 160 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with 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.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you\'ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

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