Associate Director, Operations and Service Management
Standard Chartered Bank
Hong Kong, Hong Kong

About Standard Chartered

We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation.

This in turn helps us to provide better support to our broad client base.

Role Responsibilities


  • Awareness and understanding of the Group's business strategy and model to the role
  • Familiar with Group's policies, guidelines, procedures and Group Code of Conduct to manage risks
  • Collaboration with stakeholders to deliver quality business requirements
  • Business

  • Work collaboratively across business / functions in ways that maximize performance for business clients, participate in group / country projects and business initiatives, follow through action assigned till rollout
  • Keep frontline and support teams update of changes in policies and procedures, coordinate briefing / training for them as appropriate
  • Apply effective complaint management, consolidate complaints / feedback relating to business, analyse root cause, produce monthly complaint report for Business Head and Division Heads
  • Socialise learning from incidents, audit finding, clients' complaints to strengthen staff awareness and understanding of operational risks, identify best practices for risk control and service improvement
  • Provide guidance and support to Client Services Management team to carry out their duties including but not limited to clients' feedback and complaints handling, client due diligence review, CFCC instructions
  • Collaborate with stakeholders for the provision of data / feedback for regulator survey, conduct gap analysis, CST / KCSA and reply in a timely manner
  • Processes

  • Work closely with Business Risk Management, Governance and Process teams to ensure the adopted processes and procedures for business are meeting the bank's standard requirements
  • Review Departmental Operating Instructions, ensure sufficient risk controls are in place, i.e. decision control points, process failure points, escalation triggers to ensure they are fit for the purpose
  • Attend discussion and train-the-trainer sessions in respective of new policies / procedure
  • Risk Management

  • Identify, assess, monitor, control and mitigate risks to business; aware and understand the main risks facing the business, facilitate and promote understanding of operational risks and compliance requirements for business staff
  • Ensure compliance of internal and external regulatory requirements at all times, timely r eporting of suspicious activities and escalation of operational risk exposures to line manager, business risk manager, CFCC and other stakeholders pursuant to group polices
  • No failed audit, work out action plan to mitigate issues identified by Group Internal Audit, external auditors and regulator
  • Governance

  • Execute Group's arrangements to deliver effective governance and assess effectiveness
  • Understand regulatory framework and keep abreast of latest development, in which the Group operates
  • Ensure compliance of Group policies, guidelines, processes, procedures including but not limited to Group Code of Conduct, Anti Money Laundering, Bribery and Corruptions, Data Protection
  • Regulatory & Business Conduct

  • 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 Business Banking to achieve the outcomes set out in the Bank's 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

  • Conduct, Finance Crime, Compliance
  • Business Risk Management
  • Due Diligence Management
  • Business Banking Operations
  • Credit Risk Control
  • Credit Initiation
  • Lending Fulfilment
  • Client Experience
  • Other Responsibilities

  • Embed Here for good and Group's brand and values in Hong Kong
  • Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures
  • Requirements

  • University Graduate
  • Proven experience in client due diligence review, risks management, complaint handling, preferably from retail banking / business banking
  • Good written and verbal communication skills
  • Proficiency in MS Office Word, Excel, PowerPoint
  • Organized, independent, good time management
  • Fluent in English, Cantonese and Mandarin; Read and Write in English and Chinese
  • Apply now to join the Bank for those with big career ambitions.

    To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.


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