Head - Cash Management Operations & Service

Job Description
Key Responsibilities

• Lead the Cash Client Journey Payments teams supporting clients and providing operational capabilities to clients across the network.
• Drive constant client input into the client journey to elevate the client experience, and lead the service teams to deliver high quality client interactions with solutions that meet client expectations
• Ensure continual experimentation within the client journey to deliver outcomes that align to the strategy and product backlog
• To direct and control service delivery in relation to Cash Management in the country
• To pro-actively manage risks associated with offering Cash Products, cheque clearing and branches
• Supervise branch staff, including coaching, development and discipline to help meet unit goals, strict adherence to policies and procedures, and to provide exceptional customer service, with staff level based on branch staffing model.
• To create and maintain 'Client Services Oriented' culture / environment where processes are designed in order to bring overall efficiency in operations and at the same time achieve highest level of client satisfaction.
• To benchmark Client service with the market (which includes all appropriate service providers in the service industry) in the Cash business and determine ways of achieving leadership.
• Ensure that the unit is working effectively, that necessary resources are available to the businesses and that costs are regularly reviewed and monitored to prevent waste.
• Ensure that effective business continuity plans and emergency management procedures exist
• Lead projects for various products and mainly Regulatory related projects.
• Ensure all cheques, including returned items (RCMS Clearing Cheques, Inward collection, Outward Collection, In House cheques, PDCs and PDCDs) received into CMO are checked for authenticity and are processed as per customer's instructions.
• Ensure that all internal account reconciliation escalations are addressed on a daily basis and correction entries passed where required eg sundry, erroneous, csa accounts etc

Skills and Experience

• 8+ years in payment/remittance space.
• SWIFT payment knowledge – advanced.
• Cheques and clearing experience.
• Analytical skills.
• Fluent in English & Arabic
• Branch Banking Systems
• Customer Support Policies, Standards and Procedures
• Anti-money Laundering Policies and Procedures

About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

• Do the right thing
  and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle,
  continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together,
  we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer
In line with our Fair Pay Charter,
we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance,
  with flexible and voluntary benefits available in some locations.
• Time-off
  including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working
  options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support
  through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture
  to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation,
  one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Profile Description
Standard Chartered Bank