Service lead

Bukit Jalil, Kuala Lumpur
Permanent
Full-time

14 days ago

Job SummaryTo assist the Manager in the daily operations to achieve service quality by meeting/ exceeding service standards and achieving zero defect for Cash Management Operations i.e. Pre-Processing, Processing (Payment and Clearing) and Static Data Unit (set up, maintenance, pricing and billing, CoE, LM).To discharge operational duties of the Cash Management Operations i.e. Pre-Processing, Processing (Payment and Clearing) and Static Data Unit (set up, maintenance, pricing and billing, CoE, LM) as instructed by the Manager of the Unit and ensure that the established service standards are met.To perform specific duties as instructed by the team manager in accordance to the relevant procedures, guidelines, instructions and standards set in order to meet the productivity and service standards set.To support the development of the Cash Management Operations processing systems to meet local and business needs and more importantly in meeting the needs of the clients.To implement quality initiatives and activities of the division in accordance to the Group's Quality System.Key ResponsibleTo perform as checker where incumbent need to process the transactions for Cash Management Operations i.e. Pre-Processing, Processing (Payment and Clearing) and Static Data Unit (set up, maintenance, pricing and billing, CoE, LM) and relevant transactions guided by the operating procedures, guidelines, policies and standards set.

Ensure that the set productivity targets (efficiency, accuracy, etc.), defect management and processing turnaround standards are achieved (within own area of responsibility).

Ensure awareness and full compliance of all laid down rules, regulations, policies, guidelines, pro Be guided accordingly and aware of the roles and responsibilities for anti-money laundering prevention and sanctions related checking (i.e. Understanding the policy, reporting procedure and escalation procedure). * Support the roll-out of appropriate quality management systems in the team and other initiatives by the Company/Group.Be guided accordingly and aware of the roles and responsibilities for anti-money laundering prevention and sanctions related checking (i.e. Understanding the policy, reporting procedure and escalation procedure)
Ensure due care and diligence is exercised on day to day operational matters relating to anti-money laundering and Sanctions related checking, by acquiring relevant knowledge and training and provide support to superiors and subordinates.
Conforming and adhering to the Team's risk profile, by following the guidelines / policies / procedures stipulated for Operation Losses, Escalation Procedures, CMO Policies, and reconciliation of outstanding items, scanning, SCSTAR and end-of-day reports.
Comply with exceptions for Callback, Signature Verification and Payment Processing in which respective role needs to be performed independently.
Any ad-hoc roles changes will require Head of Department or Manager's approval before assuming new role temporarily or permanently in line with segregation of duties.Key Responsibilities

Key Measurables
Achieves the processing turnaround standards as stipulated in the Service Level Agreement between the dept. and various Spoke countries and meeting productivity standards in terms of processing efficiency and accuracy of output.

Meeting of own performance objectives and contribute in achieving the team's objectives.
Support the roll-out of appropriate quality management systems and other initiatives by the Company/Group.
Assist the Team Manager in coaching selected team members to achieve the desired level of productivity and competency.
Contributing ideas for improvement on processes, procedures, end-to-end processing, etc. to team management.
Complete non-routine assigned task (e.g. testing, BCP) within the set deadline.
No complaints from customers related to poor and indifferent service attitude and discourtesy. To pick up calls by 3 rings using standard script and practice standard code of SQ one bank.
Zero operational write-offs. No transaction errors/operational losses through accurate processing or data input with effective control and risk management.
No major adverse findings from internal auditors or external auditors including quality audits.Skills and Experience

Academic or Professional Education/Qualifications; University educated
Licenses and Certifications/accreditations; none additional
Professional Memberships; relevant memberships to be agreed
Bank training; none additional
Languages; English and Chinese were can support mandarin character ability
Academic or Professional Education/Qualifications; University educated

About Standard CharteredWe'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 offerIn 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.

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Standard Chartered

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