Team Leader - GLS

Standard Chartered India; Bengaluru; Hybrid; INR 650,000 - 900,000; Full time

Job summary

Standard Chartered India in Bengaluru is seeking an operations professional to manage customer service and loan processing activities. You will ensure timely SLA adherence, accurate loan draw checks, diary entries, and efficient handling of queries across the group.

The role emphasizes data analytics, stakeholder management, and continuous improvement while working in a hybrid setup with flexible office/remote options.

Qualifications

• Product knowledge and process knowledge are required.
• Experience with TP System and data analytics is preferred.
• Strong stakeholder management and communication skills are essential.

Responsibilities

• To solve issues relating to customer service and operational issues.
• To meet and surpass agreed SLA measures.
• Accurate check and release of new loan draw down, rollover of loans and other loan maintenance activities.
• Accurate check and release of fee transactions.
• Accurate checking of diary system so that actions are on due date.
• Ensure timely replies to queries/emails raised by business units.
• Accurate submission of regulatory returns if any.
• Ensure entries to customer and general ledger accounts are prepared, checked and posted correctly.
• Capture first pass errors and report KPI to Unit Manager within 2 working days after month end.
• Log and escalate complaints/second pass errors for KPI within 2 working days after month end.
• Update Productivity/Accuracy/timeliness MIS regularly.
• Monitor staff performance and provide feedback regularly.
• Encourage participation in projects and initiatives and ensure proper training.

Skills

Product Knowledge

Process Knowledge

TP System knowledge

Operational Risk Knowledge

Data Analytics

Stakeholder Management

Communication

Change Management

Client Centric

People Management

Tools

TP System knowledge

Job description

• To Solve Issues relating to Customer Service and Operational Issues
• To meet and surpass agreed SLA measures.
• Accurate check and release of new loan draw down, rollover of loans and other loan maintenance activities
• Accurate check and release of fee transactions
• Accurate checking of diary system so that all actions are correctly done on due date.
• Ensure timely reply/holding replies to Queries/Emails raised by business units across the group
• Accurate checking and timely submission of Group/Regulatory returns (if any)
• Ensure that entries to Customer Accounts and General Ledger Accounts are prepared, checked and posted correctly.
• Ensure that all first pass errors are captured without bias and submitted to the Unit Manager for KPI, 2 working days after the month end.
• Ensure all complaints/second pass errors on their team/themselves are logged in and submitted to the Unit Manager for KPI, 2 working days after the month end.
• Ensure that Productivity/Accuracy/timeliness MIS is updated periodically
• Ensure staff performance is monitored on a continuous basis and feedback provided at regular intervals
• Actively participate and encourage participation of team members in out serve/ideal projects and initiatives.
• Ensure proper training is given to team members whenever required.

Key Responsibilities

• To Solve Issues relating to Customer Service and Operational Issues
• To meet and surpass agreed SLA measures.
• Accurate check and release of new loan draw down, rollover of loans and other loan maintenance activities
• Accurate check and release of fee transactions
• Accurate checking of diary system so that all actions are correctly done on due date.
• Ensure timely reply/holding replies to Queries/Emails raised by business units across the group
• Accurate checking and timely submission of Group/Regulatory returns (if any)
• Ensure that entries to Customer Accounts and General Ledger Accounts are prepared, checked and posted correctly.
• Ensure that all first pass errors are captured without bias and submitted to the Unit Manager for KPI, 2 working days after the month end.
• Ensure all complaints/second pass errors on their team/themselves are logged in and submitted to the Unit Manager for KPI, 2 working days after the month end.
• Ensure that Productivity/Accuracy/timeliness MIS is updated periodically
• Ensure staff performance is monitored on a continuous basis and feedback provided at regular intervals
• Actively participate and encourage participation of team members in out serve/ideal projects and initiatives.
• Ensure proper training is given to team members whenever required.

Processes

• To Solve Issues relating to Customer Service and Operational Issues
• To meet and surpass agreed SLA measures.
• Accurate check and release of new loan draw down, rollover of loans and other loan maintenance activities
• Accurate check and release of fee transactions
• Accurate checking of diary system so that all actions are correctly done on due date.
• Ensure timely reply/holding replies to Queries/Emails raised by business units across the group
• Accurate checking and timely submission of Group/Regulatory returns (if any)
• Ensure that entries to Customer Accounts and General Ledger Accounts are prepared, checked and posted correctly.
• Ensure that all first pass errors are captured without bias and submitted to the Unit Manager for KPI, 2 working days after the month end.
• Ensure all complaints/second pass errors on their team/themselves are logged in and submitted to the Unit Manager for KPI, 2 working days after the month end.
• Ensure that Productivity/Accuracy/timeliness MIS is updated periodically
• Ensure staff performance is monitored on a continuous basis and feedback provided at regular intervals
• Actively participate and encourage participation of team members in out serve/ideal projects and initiatives.
• Ensure proper training is given to team members whenever required.

People & Talent

• Promote and embed a culture of openness, trust and risk awareness, where ethical, legal, regulatory and policy compliant conduct is the norm.
• Ensure identified back up staff is trained

Risk Management

• Support KCSA RP by providing necessary samples/ clarifications.
• To escalation unit’s OR issues and losses to Manager
• Adhering to laid down Operating Procedures and Group Risk Policies at all times
• Ensure that all Key exception reports are being checked and items resolved.

Governance

• Ensure timely escalation to Senior Management of any exception noticed related to work and environment.
• To always strive to have a positive VOC

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.
• Effectively and collaboratively identify, elevate, mitigate and resolve risk, conduct and compliance matters.
• Always ensure strict compliance to Group Code of Conduct.
• Compliance with all relevant Group Policies related to Wholesale Banking
• Compliance with all relevant Group Money Laundering Prevention Policy
• Compliance with Group Operational Risk procedures

Key stakeholders

• Peers, Subordinates and Managers in GLS, CPC / GBS Chennai.
• Peers in other units in GBS India

Other Responsibilities

• Embed Here for good and Group’s brand and values in India / GBS / Global Lending services; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)
• To actively participate in BCP / DR and any other UAT.
• Actively participate in Out serve / Ideal Projects and Initiatives
• Participation in engagement and CSR activities
• Embed Here for good and Group’s brand and values in GLS
• To prepare/provide inputs for all MIS submission.

Skills And Experience

• Product Knowledge
• Process knowledge
• TP System knowledge
• Operational Risk Knowledge
• Client Centric
• Stakeholder Management
• Precision/Accuracy
• Communication
• Change Management
• Data Analytics
• Strategy Formulation & Implementation
• People Management

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.