Senior Manager, Performance Measurement

Standard Chartered Bank; Kuala Lumpur; On-site; MYR 200,000 - 250,000; Full time

Job summary

A leading global bank based in Kuala Lumpur is looking for a Performance Manager to oversee Fiduciary Services and drive operational excellence. The role requires collaborating with various regional functions to ensure standardisation in service delivery and compliance with regulatory standards. Ideal candidates will have strong experience in operational management and a proven track record in process improvement. This position offers an opportunity to contribute to strategic initiatives while working with a diverse team.

Qualifications

• Extensive collaboration with regional and country functions.
• Experience in operational management and service delivery.
• Strong compliance with policies and regulations.

Responsibilities

• Manage operations of Fiduciary Services and Performance Measurement processes.
• Partner with countries operations for service standardisation.
• Drive process improvements and best practices across regions.

Job description

Strategy

• Awareness and understanding of the Group’s business strategy and model appropriate to the role.
• Contribute towards the future strategic direction and process innovation/improvements of Securities Services by keeping abreast of changes in customer needs, technology and business environment and taking pro‑active steps to embrace and capitalize on these changes.
• The role requires extensive collaboration with regional and country functions such as Sales, Client Management, Technology, Product Management, and country operations when it comes to identifying opportunities for improvements, standardisation, enhancements, and automation.

Business

• Assist the Head of Fiduciary Services to manage the operations of Fiduciary Services and Performance Measurement processes, in ensuring standardisation and consistent delivery of high‑quality services to customers and meeting objectives set by the Group using available resources allocated while maintaining operational risk to an accepted level.
• Partner with Countries Operations, Product and FSS Sales to ensure the key services are being performed to the standard required. Alignment to FSS growth targets and creating an agenda which mirrors the aims of the Product & Solutions and Delivery team.
• Act as escalation point for regional level operational issues. Together with Regional FMO head, identifies remedial solutions and oversees timely, efficient implementation when required.
• Works closely with Regional FMO heads to ensure operational platforms support client service level agreements and internal benchmark as well as identifying opportunities for automation.
• Champions the identification and implementation of operational best practice across markets within region and with other regions.
• Drives continuous improvement culture to maximise cost and processing efficiency.

Processes

• Ensures compliance with group and country policies, code of conduct, regulations, and laws.
• Work with Regional FMO heads to ensure requests are rolled out in a controlled and timely fashion.
• Drive process standardisation across regions and frequent sharing of best practices processes.
• Act as the Operations Conduit of ORE Transformation initiative, working together with Technology, Product to review and prioritise LuWs raise across all regions.
• Review CRs/JIRAs raise across regions, ensure request fall within the target operating model.
• Role models a strong, collaborative business relationship between operations, technology and business stakeholders.
• Supports “One Bank” through strong connectivity with support and sales functions and related businesses such as Fund Accounting and Transfer Agency.

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 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.

Be careful: This job ad has not been subjected to our hirer verification process. Proceed cautiously and do your own checks before providing any personal information. Learn how to protect yourself. Report this job ad.

What can I earn as a Performance Manager?