Job Openings at Standard Chartered Bank

Job Summary

• The Digital Banking Manager is responsible for managing the BAU activities of the digital banking channels which include; Online Banking, SC Mobile, Country Website and providing an overall facilitation of resolution for all digital channel issues that may hamper optimal utilisation.
• The Digital Banking Manager will also be involved in overseeing digital project implementation, User Acceptance & Verification Test (UATs & UVTs) and carryout digital channel analytics.
• As may be required, provide support on the management of other digital banking channels – Digital Onboarding, ATMs, USSD Banking and SMS Banking to achieve the targeted objectives of the Digital Banking team.

Key Measurables:

• Stakeholder feedback (Business and IT)
• Delivery of individual tasks and overall projects on time and of a high quality
• Quality of delivery, documentation, and process
• Ensuring projects pass internal audits and reviews
• Post project implementation reviews and alignment of project deliverable to measurable exit criteria

Strategy:

• Recommend areas of business process improvement and efficient digital channels management system
• Research local and global trends for best practices and make recommendations to Group Digital team to provide channels enhancements that will improve service offerings to our customers
• Monitor competition and keep abreast of the channel offerings/service developments.
• Come up with campaigns that will promote the adoption and penetration of all digital services.

Business:

• Support implementation of new projects and change request (i.e. approved enhancements across digital channels)
• Monitor daily operations of digital channels and Self-Service Terminals (SST), and identify improvement areas for reengineering to ensure delivery of efficient and high-quality service to customers.
• Ensure timely and accurate MIS and dashboard reporting to drive digital penetration, transaction migration, SST uptime and usage
• Online and real-time monitoring of SST and other digital channels to ensure that the various channels are working optimally and ensure that all cases of downtime are promptly identified, tracked to closure or escalated to appropriate Group or Country contacts where applicable.
• Manage local vendors/service providers to ensure SLA adherence
• Ensure business continuity through effective BCP/DR testing (Digital Channels and SST)
• Work with SCM, PaCMan, Global Sourcing, Technology on new projects
• Liaise with the branches, call centre and CEPG for digital banking registrations (Online Banking, estatement, SMS Alerts and SC Mobile).
• Provide ongoing technical support on bill payment complaint and resolution by maintaining high quality service in the following areas: ease of contact, sincere and professional attitude, prompt acknowledgment and reply to emails (meet pre-defined Service Standards), proper handling of queries, requests and complaints (e.g. offering reasonable and effective solution) and clear communication. 

Processes:

• Manage Digital Channels process notes and operating instructions, with configuration management to ensure easy retrieval and safe keeping
• Work closely with the country ITO, Supply Chain Management, Legal and Finance teams on service level management
• Initiate Change Request (CR) and other requests on proprietary to online banking, SC Mobile and SST
• Manage local aggregators / service providers to ensure SLA adherence

People and Talent:

• Lead through example and maintain the appropriate culture and values.
• Ensure the provision of ongoing channel training for frontlines, branch ops, ATM custodians, and ensure that custodians of all proximity systems are suitably skilled in platform handling.

Risk Management:

• Support the Manager, Digital Banking n identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them
• Continuously improve risk processes to improve cost efficiency to maintain optimal balance between risk and cost of control
• Limit and reduce risk exposures through wide use of controls on digital channels
• Closely work with Compliance, regulators and other stakeholders to maximise our strategic and operational flexibility and efficiency, within the boundaries of our legal and regulatory environment.

Governance:

• Responsible for assessing the effectiveness of the Group’s 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.
• Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.

Regulatory & Business conduct:
(This is mandatory standard wording, please tailor wording in brackets, do not remove).

• Display exemplary conduct and live by the Group’s 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 Proximity Operations team to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; The Right Environment.]
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders:

• Country segment teams
• Client experience and contact centre teams
• Branches 
• Servicing and Transacting team
• Country ITO (Technology Support, Project management)               
• CDD and Business Rksk Management team
• Country Supply Chain Management
• Regional digital and project teams
• Group Digital Banking, Group ATM channels Operations, Production System Support teams (Ibanking PSS, ADC PSS, Sparrow PSS, Africa Core Banking PSS, Card Operations, GBS Chennai, STS PSS)
• Corporate Affairs, Brand & Marketing
• Compliance
• Vendors and Partner Institutions with Digital Channels related deliveries

Other Responsibilities:

• Embed Here for good and Group’s brand and values in Digital banking
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Our Ideal Candidate

• A graduate qualification with completion of mandatory NYSC
• Core competencies: Sound Knowledge of digital channels operations, digital analytics. E-Commerce and digital payments

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Job Summary

• The Digital Banking Officer is responsible for managing the BAU activities of USSD and SMS Banking services (transaction alerts and OTPs) provided by the Digital banking team. The role will also support the implementation and development of more services on the USSD channel, oversee User Acceptance & Verification Test (UATs & UVTs), carryout channel analytics and manage the revenue line of the business.
• In addition, BAU activities of ensuring optimal channel uptime and utilisation, by engagement and management of all critical stakeholders, including but not limited to ADC development and support teams, SMS Aggregators, Telcos, Vendors, Technology team etc.
• As may be required, provide support on the management of other digital banking channels – SC Mobile, Online Banking, Website, ATM to achieve the targeted objectives of the Digital Banking team.

Strategy:

• Recommend areas of business process improvement and efficient USSD and SMS Banking system.
• Design and implement strategies to drive revenue on USSD channel
• Research local and global trends to improve service offerings to customers
• Monitor competition and keep abreast of the channel offerings/service developments

Business:

• Support the implementation of new enhancements, projects and change requests related to USSD and SMS Banking services.
• Monitor daily operations of USSD and SMS Banking channels, and identify improvement areas for reengineering, to ensure delivery of efficient and high-quality service to customers.
• Ensure timely and accurate MIS and dashboard reporting to drive USSD Banking adoption.
• Active involvement with the Product team, Segment team, Servicing and Transacting team, Cash Management Operations team and Branch network for effective channels synergy.
• Maintain a good working relationship with the SMS aggregators and vendors to enable improved service levels and deliverables.
• Liaise with the Branches, Call Centre and Client Experience teams for seamless registration and support on USSD and SMS Banking channels
• Business lead on generating new lines of revenue, value added services and CVPs on the channel
• Handle all administrative requisitions and documentations related to USSD and SMS Banking. e.g. raising RMS, e-procurements etc.

Processes:

• Manage USSD and SMS Channels process notes, with configuration management to ensure easy retrieval and safe keeping
• Work closely with the country ITO, Supply Chain Management, Legal and Finance teams on service level management
• Initiate Change Request (CR) and other requests on proprietary to USSD & ADC platforms
• Manage local aggregators / service providers to ensure SLA adherence

People and Talent:

• Lead through example and maintain the appropriate culture and values.
• Ensure the provision of ongoing training and development to frontlines and ensure that users of the USSD banking channel are suitably skilled in platform handling.

Risk Management:

• Support the Manager, Digital Banking in identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them
• Continuously improve risk processes to improve cost efficiency to maintain optimal balance between risk and cost of control
• Limit and reduce risk exposures through wide use of controls on digital channels
• Closely work with Compliance, regulators and other stakeholders to maximise our strategic and operational flexibility and efficiency, within the boundaries of our legal and regulatory environment.

Governance:

• Responsible for assessing the effectiveness of the Group’s 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.
• Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.

Regulatory & Business conduct:
(This is mandatory standard wording, please tailor wording in brackets, do not remove).

• Display exemplary conduct and live by the Group’s 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.
• Support the digital team to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; The Right Environment.]
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders:

• Branches (Digital Banking Ambassadors, frontlines, BOSMs and BMs)
• Country ITO (Technology Support)               
• Learning Academy
• CPBB Product team (Deposits, Cards, Payments, Personal Loans, etc)
• Servicing and Transacting
• Country Supply Chain Management
• Group and Regional Digital support team (Online PSS, ADCPSS and STS team)
• Corporate Affairs, Brand & Marketing
• Vendors and Partner Institutions with digital banking related deliveries
• Legal
• Compliance
• Fraud Risk Management
• Contact Centre and Client Experience
• Business Risk Management
• Operational Risk

Other Responsibilities:

• Embed Here for good and Group’s brand and values in Digital banking
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Our Ideal Candidate

• A graduate qualification with completion of mandatory NYSC
• Core competencies: Sound Knowledge of digital banking, USSD Banking Business, Analytics, Value Added Services, SMS Aggregation, E-Commerce and digital payments

go to method of application »

Responsibilities

• The Banker is the strategic advisor to the client, accountable for the overall client group revenues, profitability and risk acceptance (AML, CDD and Credit).
• The Banker is responsible for establishing and maintaining an end to end understanding of the client group structure and client needs and steering the client relationship through Account Planning. The Banker may have additional responsibility of leading a team of junior bankers/relationship managers.

Summary:

• Lead the origination and client relationship management for a portfolio of Public Sector & Development Organisations (PSDO) Clients in Nigeria
• Focus on a range of corporate banking products and services, with emphasis on those delivering NFR
• Active engagement and high level (‘c’ suite) contacts with senior executives within clients
• Maintain a strong working relationship with Credit, Legal and Compliance and other key stakeholders

Strategy:

• Lead the development and implementation of the client strategy for their designated PSDO portfolio as identified through the Account Planning process
• Accountability for delivering financial performance objectives (revenues, costs, RoRWA, etc)
• Accountability for all other objectives for the management and development of client relationships, specifically compliance (AML, CDD) and credit risk

Business:

• Actively originate new business and grow the franchise by capitalising on bank competitive attributes (e.g. Network, Transaction Banking etc), whilst selectively developing new relationships where required
• Collaborate with Product Partners to deepen strategic Central Bank relationship to maximise Financial Markets flow, Structured Funding and Cash opportunities
• Engage senior management and decision makers of key clients to improve the quality of dialogue with clients, promoting a move away from ‘transactional’ reactive client coverage to consistent value-added partner/trusted advisor status. Anticipate clients’ needs and provide strategic advice, bringing in the relevant product and industry partners as appropriate
• Maximise the profitable revenue to the Bank whilst maintaining focus on client outcomes, strengthening and deepening existing relationships both at the most senior level as well as at the operating level in the clients in the designated portfolio
• Identify and grow opportunities with Ministries of Finance and select public sector entities
• Explore new business opportunities with Multilateral Development Banks / Development Financial Institutions in Nigeria and deploy expertise in blended finance solutions into the country
• Professionally represent Standard Chartered at the highest levels within country and region.
• Bring strategic thought and vision as to how the corporate landscape regionally/globally is changing and where areas of international growth lie
• Ensure that industry and product knowledge is continually developed personally and within the team
• Stay abreast and anticipate the developments of the industries in which our clients operate

Processes:

• Proactively manage the designated client portfolio to ensure:
• Close ties exist with key stakeholders e.g. Financial Markets, Transaction Banking, Corporate Finance, Risk, Country CEOs, Service Delivery, etc
• Risks are appropriately identified and managed
• The team is suitably trained with respect to an understanding of the regulatory environment, keeping up to date with applicable changes and Group policies with ability to contribute and, where possible, influencing policy formulation
• Key regulatory risks and concerns are raised into the governance framework throughout the PSDO team
• All sales disciplines are adhered in accordance with CIB/GB standards i.e. Account Planning, Call Reports, Deal Pipeline Management
• Develop opportunities through attendance at key Industry events as necessary

Risk Management:

• Take the initiative regarding regulatory, reputational and ethical matters, taking the initiative for providing proactive advice to clients as identified
• Ensure that key regulatory risks and concerns are raised into the governance framework regionally and centrally through the PSDO matrix

Governance:

• Responsible for assessing the effectiveness of the Group’s 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
• Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner

Key Stakeholders
Internal:  

• Engage with product partners within the region and globally to ensure breadth and depth of client coverage and deepening
• Engage with Client Managers on relevant client account management activities
• Consult with senior stakeholders in Risk and Legal & Compliance to ensure that the portfolio remains credit worthy and within the policies of the bank

External:

• Designated point of contact with PSDO clients, acting as a trusted advisor/value added partner to clients
• Peers in the Corporate Banking sector

Other Responsibilities:

• Embed Here for good and Group’s brand and values in PSDO Africa Team
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures

Our Ideal Candidate

• Bachelor's Degree in Banking or Finance preferred
• Ideally 10+ years experience in banking or other relevant environment
• Risk & AML certified as stipulated by Bank policy.
• Languages: English and/or local language skills as relevant to country requirements. Fluency in French will be an added advantage.