Standard Chartered Bank (Stanchart) Careers – Head, Client Experience Process and Governance

  Banking Jobs in Uganda, Business Administration Jobs in Uganda, Management Jobs in Uganda, Uncategorized
Organisation: Standard
Chartered Bank (Stanchart)
Duty Station:  Kampala,
Uganda
Job ID: 445527
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-engineering
  • First
    line of defence under the Unit Operational Risk Manager (UORM) structure
  • All
    activities currently performed by CDD Operations
Key Duties and Responsibilities: 
1. Service Quality:
  • Oversee
    the effective resolution of complaints
  • Obtain
    Voice of Customer data and using that data drive process improvements and
    service culture improvements
2. Re-engineering:
  • Design,
    development and deployment of processes taking into account customer
    experience, frontline effectiveness, operational risk & costs
  • Using
    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 improvements
  • Work
    with Channels, Products and Segments on the digitization agenda
  • Work
    with Retail Clients Head and other functions on the standardization agenda
3. CDD Operations:
  • Develops
    and manages a sustainable and scalable CDD operations capability
  • Accountable
    for implementation and continued compliance with policies, procedures and
    risk control requirements through application of consistent group
    practices
  • Steers
    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 embedded
  • Assures
    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
    closure
4. Unit Operational Risk
Management:
  • Custodian
    of the first line of defence
  • Effectiveness
    utilisation of resources doing activities related to first line of defence
    across the business
  • Early
    identification and resolution of risks in the business.
Qualifications, Skills and Experience: 
  • The
    candidate must hold relevant post Graduate qualifications
  • A
    minimum of ten years’ experience with the banking industry, with a focus
    either on Branch Banking or New Business
  • Excellent
    analytical skills
  • Good
    knowledge of systems, processes and service delivery across Retail Clients
  • Keen
    attention to detail
  • Ability
    to network effectively with other units within the business and within the
    team
  • Effective
    communication, coordination, and influencing skills, team work and
    leadership qualities
  • Ability
    to work with people across all levels of seniority

NB: 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.
How to Apply:
If interested in working with
Standard Chartered Bank in the above portfolio, Please send us visit Web link
below and review requirements and thereafter express your interest by Clicking
Apply Now
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