Manager, Payment Operations
Standard Chartered Bank
Hong Kong, Hong Kong, Asia

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. The Role Responsibilities


  • Drive cash management team reconciliation strategy and procedures according to Group and Country strategy
  • Drive client service irregular handling strategy and procedures according to Group and Country strategy
  • Leverage on the VoC process to understand clients’ needs, and identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage
  • Prepare, analyse and obtain MIS / feedback on all key service standards and to constructively improve in all areas e.g.
  • resolution time, call abandon rates, etc


  • Perform daily Cash Management account reconciliation daily to ensure bank exposure is eliminated.
  • As the central coordinator of all account reconciliation discrepancies to ensure immediate follow up is in place to resolve any breaks.
  • As a country escalation point to support clients’ irregular cash transaction processing to ensure effective completion
  • Responsible for client satisfaction with service arrangements and delivery
  • Provide support and recommendations to Hub processing centre to ensure timely resolution in case handling
  • Cash Client Service

  • Drive client service irregular handling processes to enhance efficiency and effectiveness
  • Primary point of contact for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors.
  • Reconciliation

  • Drive cash management team reconciliation processes to enhance efficiency and effectiveness
  • To prepare reconciliation in accordance with the Policy and Procedure Notes relating to the account that reconcile.
  • Reporting and escalation of outstanding un-reconciled entries, unidentified, unexplained and overage items.
  • To prompt investigation and timely resolution of un-reconciled entries.
  • Ensure continuous monitoring any aged item not resolved within life span.
  • Work closely with the Unit / Function Head to finalise exceptions / action items and review the same with Country Head of WB Operations.
  • To maintain & safeguarded documentary evidence
  • People and Talent

  • Support team manager in collaborating with colleagues within team to meet and exceed service standards.
  • Collaborate, guide, coach and motivate team members, facilitate up-skilling through on-the-job training and setting / stretching targets and objectives
  • Risk Management

  • Ensure appropriate internal controls and procedures are in place and clearly documented. Monitor the operation of such procedures and controls, and regularly review them to ensure they reflect changes in process, products, policies and regulations.
  • Assist in managing an effective service recovery process
  • Governance

  • Ensure adherence to policies including escalation and compliance requirements.
  • Monitor the performance of GBS processing centre in accordance with the agreed service standards on a regular basis
  • Ensure process for client identification is clearly embedded. Check for adherence periodically to manage departmental operational risks
  • Ensure KCSA process is embedded and regular checks are performed as required
  • Ensure that all control reconciliation activities are conducted in a timely and accurate manner
  • Analyse risks data and risks reports. Where necessary, mitigate and / or escalate to appropriate parties
  • Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.
  • 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.

  • Lead the Hong Kong CMO to achieve the outcomes set out in the Bank’s Conduct Principles.
  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters
  • Our Ideal Candidate

  • Solid cash management experience
  • Good cash management processing understanding and experienced in reconciliation assessment and investigation to mitigate / resovle Cash Management processing risk.
  • Advance analytical skills to monitor MIS and define action to improve metric
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