Account Resolution Manager

JOB SUMMARY

• Review and completes sample check on the work prepared by Account Investigation maker or checker.
• Review transaction instructions prepared by Account Investigation maker or checker.
• Review the daily monitoring and reconciliation reports prepared by Account Investigation checker and liaise with GBS team on any backlog or resources issue.
•  Review any new system requests raised by the team and perform periodic review on existing access.
•  Review and sign off the letters to clients prepared by Account Investigation maker.
• Manage any UVT / UAT for any system upgrade or changes and ensure the users provide the feedback.
• Oversee the tasks that are being migrated to GBS hub centres to ensure Service Agreement Level (SLA) is being met and regular refreshment training are being arranged / provided by the onshore team regularly.
• Key escalation contact point for the team and handles serious complaints from internal and external parties.
• Acts as subject matter experts to liaise with key stakeholders for any exceptional handling or new process requirements.
• Supports senior management team on any new project drives by the senior management team or group.
• Completes affirmation requests from Government bodies or Law Enforcement Agencies on behalf of the bank.
• Periodic review on Department Operating Instructions (DOI) / Process Notes are up to date with the latest policies / procedures.
• Ensure the team perform any tasks/activities as required under the Department Operating Instructions (DOI) / Group Department Operating Instructions (GDOI) / Process Notes / Applicable Group Procedure / Policies / Standards / Service Level Agreements, other Operational documents and/or as required by LM from time to time.

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.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles 
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

• Branches
• Services and Transacting Teams
• Onboarding Teams
• Payment Teams
• Financial Crime Compliance Teams
• Legal Teams
• Business Operations Risk Management Teams
• Financial Market Operations Teams
• Wealth Operation Teams

Other Responsibilities
Embed Here for good and Group’s brand and values in CPBB, Services and Transacting Hong Kong team; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Our Ideal Candidate

• Operations – Back Office
• Retail Banking Services