Manager Fund Services

Standard Chartered Bank; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Standard Chartered Global Business Services in Kuala Lumpur is seeking to sustain top-tier customer service and efficient operations across its fund services functions. The role emphasizes delivering consistent service quality, supporting leadership in managing daily operations, and driving process and risk improvements.

It offers a dynamic, globally connected environment aligned with the bank’s Centre of Excellence.

Responsibilities

• Ensure high-quality customer service by meeting SLA and accuracy standards.
• Assist leadership in guiding Fund Services team to meet objectives.
• Support staff development through coaching and guidance.
• Achieve productivity targets and standardize capacity models for billing.
• Verify and authorize Fund Services transactions within delegated authority.
• Build strong relationships with spokes, Chennai, and Group offices for timely replies.
• Improve client experience through system enhancements and cross-border BCP.
• Lower risk by addressing issues to risk teams and updating reports.
• Review incidents and audits; ensure control environment and regular tests.
• Plan resiliency exercises and balance load across GBS sites.

Job description

• Ensure consistent delivery of high quality services to customers through meeting or exceeding customer expectation guided by the Service Level Agreement, efficiency/accuracy standards and good business processes/ judgment.
• Assist the Head of Securities Services Fund Services/Senior Managers/Team Managers in leading Fund Services team to achieve quality service by meeting the prescribed objectives and goals. Assist the team management in overseeing the daily operations of the Fund Services team and contribute towards meeting the team’s objectives.
• Assist the Head of Securities Services Fund Services/Senior Managers/Team Managers on Fund Services’ individual performance, against set objectives and providing the appropriate support, motivation and guidance to staff to achieve these objectives. Contribute to the development of associates by guiding, coaching, motivating, supporting and assisting selected number of associates.
• Ensure that the set productivity targets (efficiency, accuracy, etc.), defect management and processing turnaround standards are achieved (within own area of responsibility). Standardise capacity models across process / units to simplify the billing.
• Verify transactions processed by team/associates and authorize those that fall within own-delegated release authority. Checking of and/or approving customer’s Fund Services order against Fund Services system.
• Establish and maintain close working relationship with appropriate persons in the Spoke countries, Chennai Counterparty, Group offices and within the Company itself to facilitate an open and direct communication of issues, needs, queries, etc. such that these may be responded to in an efficient, prompt and professional manner.
• Enhance client experience by supporting various initiatives such as system enhancement, change, cross-border BCP to improve overall STP rates for processes involving manual intervention. This is to improve the efficiency and performance with minimal resource.
• Lower the risk profile overall by improving availability and stability. This is done by identify and elevate all risks items / potential gaps to the risk team timely and update in BORF. Update the internal and external errors on time to the risk team / top 18 client escalation reporting / Root Cause Analysis. Timely updating of daily process checklists and daily review.
• Review incidents, audit findings, external events and test them against our control environment, remediate where necessary. Controls for all errors and existing ones should be tested once in a month. Periodic review of CST /KCI, PRAs, and identification of process risks, staff training on Ops Risk. Audit: Overall established MCA grade at the minimum.
• Plan and ensure the resiliency / call tree exercises are done regularly inline with the GBS calendar. Ensure all critical activities are load balanced between across GBS sites. H1 & H2 exercises should have NIL exceptions.

Standard Chartered Global Business Services forms a critical component, enabling superior customer service by leveraging on scale and efficiency. The centre has evolved from being a cost-effective venture for Standard Chartered Bank to becoming an integral part of its operations and one of its Centres of Excellence.

Established in 2001, it now provides a multitude of services to Standard Chartered Bank which has a 150-year history in some of the world’s most dynamic markets. The centre provides dedicated world-class technology, software and system development, information technology support services, banking operations and customer care capabilities to businesses globally.

It now houses one of the largest software development centres in Malaysia as well as the Bank’s Collective Intelligence and Command Centre, a state-of-the-art facility which provides situational awareness and response capability to Standard Chartered Bank and its subsidiaries using the latest technologies for monitoring and analytics. It has a total workforce of more than 4,300 employees.

Standard Chartered Global Business Services was conferred the ICT Organisation of The Year Award in 2011 by The National ICT Association of Malaysia, making it the first Global Shared Services Centre of an international bank in Malaysia to win the prestigious award. In 2014, Standard Chartered Global Business Services was awarded the Silver Award for the Employer of Choice category in the Malaysia HR Awards organised by the Malaysian Institute of Human Resource Management.

Standard Chartered Bank’s two other global shared services centres are based in India and China.

Follow Standard Chartered Global Business Services on www.facebook.com/scgbs

Standard Chartered Global Business Services forms a critical component, enabling superior customer service by leveraging on scale and efficiency. The centre has evolved from being a cost-effective venture for Standard Chartered Bank to becoming an integral part of its operations and one of its Centres of Excellence.

Established in 2001, it now provides a multitude of services to Standard Chartered Bank which has a 150-year history in some of the world’s most dynamic markets. The centre provides dedicated world-class technology, software and system development, information technology support services, banking operations and customer care capabilities to businesses globally.

It now houses one of the largest software development centres in Malaysia as well as the Bank’s Collective Intelligence and Command Centre, a state-of-the-art facility which provides situational awareness and response capability to Standard Chartered Bank and its subsidiaries using the latest technologies for monitoring and analytics. It has a total workforce of more than 4,300 employees.

Standard Chartered Global Business Services was conferred the ICT Organisation of The Year Award in 2011 by The National ICT Association of Malaysia, making it the first Global Shared Services Centre of an international bank in Malaysia to win the prestigious award. In 2014, Standard Chartered Global Business Services was awarded the Silver Award for the Employer of Choice category in the Malaysia HR Awards organised by the Malaysian Institute of Human Resource Management.

Standard Chartered Bank’s two other global shared services centres are based in India and China.

Follow Standard Chartered Global Business Services on www.facebook.com/scgbs

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