Manager - Servicing and Transacting (UAE National)

Job Summary

Operational Excellence And Governance

• Lead compliance efforts ensuring all operational practices within the unit adhere strictly to the Bank's risk, security, and compliance standards. Deliver clear training and guidelines to reinforce operational integrity and mitigate risks effectively.
• Collaborate closely with the Retail Products team to support the successful implementation and ongoing management of new product rollouts and special projects. Set and monitor Service Level Agreements (SLAs), Turnaround Times (TATs), productivity, and accuracy, ensuring optimal customer experience.
• Drive process review and system enhancements by working directly with stakeholders and users, aiming to streamline workflows and increase operational efficiency.
• Implement and maintain unit policies and procedures aligned with Group standards, fostering a culture of consistency and accountability.
• Champion quality service delivery to affluent and retail clients ensuring experiences exceed expectations and meet predefined service standards.
• Promote a continuous improvement mindset by reviewing controls, processes, and systems to enhance quality, cut costs, and reduce inefficiencies.
• Engage with diverse internal stakeholders across business functions to build synergies, drive strategic alignment, and streamline operational objectives with the bank's broader mission.
• This role requires a proactive leader skilled in operational governance and customer service excellence, committed to supporting UAE Nationals and advancing the banks’ objectives through strategic collaboration and innovation.

Key Responsibilities

• Partner with Process Governance & Control, Business Risk Management, and other key stakeholders to assure robust, updated process documentation and controls are meticulously implemented across local and GBS operations.
• Lead migration initiatives to transfer select activities to GBS centres, leveraging regional capabilities for enhanced cost-efficiency, service quality, and risk mitigation.
• Coordinate comprehensive Business Continuity Planning (BCP), Disaster Recovery (DR), and Business Impact Analysis (BIA) strategies to ensure operational resilience and preparedness.
• Regularly review vendor operations to ensure full compliance and alignment with the Group’s vendor management policies and frameworks.
• Drive efficiency initiatives by standardising operations while rigorously managing costs and investments to sustain a high-performing and financially disciplined business environment.
• Prioritise and oversee operational issues with focus on controlled rollout of new products and platforms that align with the Bank’s architectural standards to enhance client servicing experiences.
• Implement technological and architectural improvements to reduce dependencies that hinder client service delivery, enabling smoother end-to-end servicing and transacting journeys.
• Utilise advanced data analytics, including predictive modelling and AI tools, to gain insights and continuously elevate service standards and operational effectiveness.

Our Ideal Candidate

• Proven operational experience within a complex financial services environment, preferably with a strong background in wealth and retail banking servicing.
• Proficiency in data analytics tools and techniques to derive actionable insights that drive operational improvements and client satisfaction.
• Exceptional communication skills, able to engage with diverse teams and senior stakeholders effectively and persuasively.
• Demonstrates strong collaboration capabilities, fostering teamwork and partnerships across multi-functional teams to achieve common goals.
• Culturally aware with understanding of the UAE market dynamics and UAE Nationals’ needs, contributing to a tailored and inclusive banking service.
• Strong problem-solving skills with a keen eye for process optimisations and risk reduction strategies.

About Standard Chartered

What We Offer

• In alignment with our Fair Pay Charter, we provide a comprehensive and competitive remuneration package supporting your overall wellbeing and career progression.
• Robust retirement savings plans, alongside medical and life insurance options, with flexibility to tailor benefits based on individual needs.
• Generous paid time off policies including annual leave, parental leave (up to 20 weeks maternity), sabbaticals, and volunteering leave to maintain a healthy work-life balance.
• Flexible working arrangements enabling balance between office and home-based work, designed to foster productivity and wellbeing.
• Access to a variety of wellbeing programs such as dedicated mental health support platforms, resilience training, and global Employee Assistance Programs.
• A vibrant learning culture with continuous opportunities to upskill and reskill through digital, virtual, and classroom-based trainings.
• A truly inclusive workplace that embraces diversity, enabling everyone to thrive and reach their full potential.