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Head, Client Experience Process and Governance Kampala

Posted by Standard Chartered Bank (Stanchart) Private Central
  • Company: Standard Chartered Bank (Stanchart)
  • Experience: >10 years
  • Studies: Bachelor
  • Category: Banking - Finance
  • Contract: Undefined
  • Salary: Undefined
About Stanchart:Standard Chartered PLC is a British multinational banking and financial services company headquartered in Hong Kong, China. It operates a network of over 1,700 branches and outlets (including subsidiaries, associates and joint ventures) across more than 70 countries and employs around 87,000 people. It is a universal bank with operations in consumer, corporate and institutional banking, and treasury services. Despite its UK base, it does not conduct retail banking in the UK, and around 90% of its profits come from Africa, United Kingdom, United States and the Middle East. Standard Chartered Bank Uganda is the longest established international bank in the country; the first branch was opened in August 1912. We had 11 branches up to 1972 and retained only one branch during the turbulence of the 70s. In 1998 we acquired 4 branches of former Cooperative Bank in November 1999. Standard Chartered Bank Uganda today has a network of 11 branches in Kampala, Jinja, Mbale, Mbarara and Gulu. Standard Chartered Bank Uganda has 29 ATMs and over 600 staff.Job Summary: The Head, Client Experience Process and Governance will principally be accountable for creating and delivering effective end to end process development, deployment and management in countries. The position is accountable for:All activities currently performed under the ambit of Service Quality & Re-engineeringFirst line of defence under the Unit Operational Risk Manager (UORM) structureAll activities currently performed by CDD OperationsKey Duties and Responsibilities: 1. Service Quality:Oversee the effective resolution of complaintsObtain Voice of Customer data and using that data drive process improvements and service culture improvements2. Re-engineering:Design, development and deployment of processes taking into account customer experience, frontline effectiveness, operational risk & costsUsing Voice of Customer data & complaint data, ensure a prioritized list of areas for process improvement is always available and work off that list to drive process improvementsWork with Channels, Products and Segments on the digitization agendaWork with Retail Clients Head and other functions on the standardization agenda3. CDD Operations:Develops and manages a sustainable and scalable CDD operations capabilityAccountable for implementation and continued compliance with policies, procedures and risk control requirements through application of consistent group practicesSteers the implementation of policies and procedures end to end for the country ensuring consistency with global Group standards and ensures these are, and remain,  firmly embeddedAssures AML CDD risk management through testing of AML related BKCSAs  ensures compilation, review and distribution of M.I, reports and escalates exceptions and tracks to closure4. Unit Operational Risk Management:Custodian of the first line of defenceEffectiveness utilisation of resources doing activities related to first line of defence across the businessEarly identification and resolution of risks in the business.Qualifications, Skills and Experience: The candidate must hold relevant post Graduate qualificationsA minimum of ten years’ experience with the banking industry, with a focus either on Branch Banking or New BusinessExcellent analytical skillsGood knowledge of systems, processes and service delivery across Retail ClientsKeen attention to detailAbility to network effectively with other units within the business and within the teamEffective communication, coordination, and influencing skills, team work and leadership qualitiesAbility to work with people across all levels of seniorityNB: Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.
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