NEW Operations and Governance Specialist

Job Description

The role sits within the HR Non Employed Worker (NEW) Operations and Governance Function, which is responsible for the engagement and on-boarding of the Banks Contingent workforce across its multiple global markets. NEW s make up a large proportion of the Banks labour force, with over 20,000 active NEWs in the organisation. The Operational function and management of daily processes is outsourced to a Third Party Managed Service Provider (MSP). The function is responsible for the end to end management of the NEW population, including Sourcing, on-boarding, billing, Headcount and cost reporting and all HR support related activities across the NEW lifecycle. The role sits within the wider Resourcing (TA) Centre of Excellence organisation and will report directly to the Global Head of NEW function who is based in Singapore. Strategy
• Strategic mindset and with a macro dimension of global businesses. Strong understanding of the operational excellence environment and the processes needed to execute business requirements.
• Work closely with Stakeholders to ensure that requirements are in line with the bank s strategy
• Standardize and continuously improve processes for operations and customer service to achieve a consistent service delivery at the lowest possible cost
• Build, develop and maintain a strong operations community across all countries via guidelines and support
Business
• Represent NEW Policy across the Bank at key cross functional programmes
• Proactively form credible relationships to influence relevant action and decision-making
• Work closely with HR ensuring consistency in service delivery of solution
• Work closely with key business stakeholders ensuring consistency of service delivery
• Work closely with the TTO function to drive forward the ITPS agenda, ensuring implementation of initiatives and changes to processes are implemented in a controlled and timely manner.
Processes This role will work closely with the MSP and the Global Head of NEW to oversee the operational performance, quality, and control of the NEW function. The role will be mutli-faceted and will require involvement in multiple BAU and change related activities across the NEW engagement spectrum. Key responsibilities include, but not limited to:
• Management & timely resolution of Risk and Control related activities:
  • Risk events, SLA/KPI breaches and remediation
  • Formal reviews/audits
  • Formal Operational Risk Quality Assurance tests
  • Primary Point of contact for Vendor Management Risk and control related activities for the functions Vendor portfolio.
• Operational Process Governance, working collaboratively with the Third party MSP to facilitate a safe and controlled operational environment, through oversight of end to end processes, controls and management of escalations:
  • First point of contact and management of Operational escalations and queries.
  • Review and facilitate approval for process and policy dispensation requests.
  • Co-ordinate between MSP and relevant cross functional stakeholders to deliver solutions to new requirements or operational issues in a controlled and timely manner.
  • Regular review of NEW POI process documents, high lighting potential control gaps, process inconsistencies and validating new Process procedures. Work with the MSP to implement agreed changes in a controlled manner.
  • Oversight and management of certain Operational controls and reporting.
• Work collaboratively with the Technology & Operations Vendor Management team to oversee and drive the ITPS agenda. Ensure appropriate change management structure is in place to manage initiatives and change.
• Oversee the development and implementation of organizational strategies, policies and practices
• Work collaboratively with the MSP and other HR and cross functional stakeholders to identify and deliver improvements in customer experience, service quality, employee & stakeholder engagement, and productivity.
• Continuously improve the operational efficiency and effectiveness of processes as they relate to HR and business as a whole regarding NEWs
• Own delivery of small change initiatives and support the wider team in delivery of strategic programmes of work, within the NEW function.
• Support in-country teams in managing critical process effectiveness projects. Work with relevant stakeholders in countries / regions to actively address thematic issues and significant operational problems as they arise
People & Talent
• Excellent communication skills oral, written and presentation with the ability to communicate at all levels both internally and externally.
• The ability to operate in a matrix, multi-cultural environment with experience in coordinating and managing across functional and geographic boundaries.
• Excellent interpersonal skills, and able to collaboratively operate within a team environment.
Risk Management
• Ensure effective management of operational risks within the role remit and compliance with applicable internal policies, and external laws and regulations
• Act to minimize operational loss and audit failures and ensure appropriate focus on issues and resolutions. Ensure lessons learnt are addressed across all countries / region
Governance
• Fully aligned to NEW strategy requirements
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 : Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key stakeholders
• TTO Vendor Management
• Third Party Managed Service Provider
• HR Operational Risk
• Supply Chain Management
• Resourcing Leadership
• Resourcing Relationship Managers and Quality Assurance Leads
Our Ideal Candidate
• Overall experience of 6+ yrs.
• Should have experience in Change Management and Talent Acquisition will be an advantage.
Role Specific Technical Competencies
• HR background with experience in Contingent Workforce or MSP service preferred.
• Detail orientated and attention to data accuracy
• Good problem solving skills and ability to independently find solutions to issues through appropriate leveraging of resources and knowledge.
• Proactive and can do attitude, self starter
• Experience in change Management disciplines.
• Excellent communication skills both verbal and written
• Excellent computer skills and proficient in excel, word, outlook and PowerPoint
Visit our careers website www.sc.com/careers,

Keyskills :
code of conductkeeping things simplehuman skillslife insurancecost reportingcomputer skillsproblem solvingservice qualitycustomer serviceservice delivery