Specialist, Client Management

Key Responsibilities

Perform end-to-end orchestration across all processes and services managed by Client Management

Engage clients throughout process, ensuring seamless delivery and client experience

Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases.

Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps

Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes

Strategy

Targeted Improvements

Act as a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients

Ensure uniform approach towards the implementation of Client Management model in the country with a focus on service differentiation based on client tiering and value. Ensure that the model is scalable, best-in-class, client-focused and fit for purpose of client delight

Deliver excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate

Automation and Streamlining

Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes

Adherence to changes in line with the Client Management destination model and DOIs

Business

Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps

Provide quality support and advice to Relationship Managers (RM’s) within all lending units on all documentation related matters, including the origination of documentation for customers where required

Deliver excellent service and advice to our Corporate, Commercial & Institutional Banking(“CCIB”) and Banking and Business Banking(“BB”) clients in all interactions

Processes

General

Perform end-to-end orchestration across all processes and services managed by Client Management

Engage clients throughout process, ensuring seamless delivery and client experience

Proactively manage the relationship health and day to day maintenance activities of the client accounts and deliver the highest quality client service

Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases.

Adhere to first-time-right principles

Provide insights and suggestions to improving processes, identifying opportunities to streamline and automate. Look at ways to promote standard work and best practices.

Undertake ad-hoc duties and when delegated by Line Manager and Country Client Management Head

Client Relationship Management

Demonstrate strong knowledge of client needs for the assigned client portfolio and able to engage clients effectively

Build trust and strong account management support to clients including but not limited to loan drawdowns, overseeing the resolution of client related complaints, issues and escalations

Provide sound advice to clients on associated documentation requirements (e.g. credit documentation, account monitoring activities etc.)

Client Due Diligence (CDD) and Regulatory Onboarding

Perform all relevant onboarding processes

Creation of CDD for New Clients & Review of CDD for Existing Clients and perform regulatory onboarding (e.g. FATCA, CRS) activities

Drive network onboarding processes

Conduct checks on CDD as applicable

Respond and clear queries from Checkers / Other Specialists / Business CRM on a timely manner

Work in partnership with all relevant stakeholders effectively within the end-to-end CDD process

Where serving as a checker, perform checks on CDD output from Client Management Makers, ensuring they adhere to policies and standard work

Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations

Credit Documentation

Manage the end-to end documentation negotiation process including passporting of documents in the network subject to all approvals being in place as negotiated with Legal/Product and Business.

Engage and coordinate with Legal & Compliance, Credit and Clients on standard documentation requirements such as standard terms, country supplements, banking facility letter, master credit terms, supplementary letters etc

Obtain necessary approvals for T&C deviations on standard documentation from the relevant authoriser as necessary

Perform credit documentation activities for the deals flowing from CCIB and BB

Conduct checks on Credit Documentation output as applicable

Ensure that the data sources used for the extraction of the return is correct

Identify processing risks or inefficiencies and implement appropriate and effective changes

Ensure document deficiencies are minimised and are rectified in a timely manner

Account Opening

Perform relevant account opening activities, working closely with the relevant onshore and Hub teams to deliver fast set-up of all relevant systems

Conduct checks on activities, documentation, and output (by other specialists or makers) within the account opening processes as applicable

Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations

Account Management & Portfolio Quality

Manage flow maintenance activities on client portfolio as assigned

Annotate on past dues and excesses daily. Ensure excesses/past dues are regularised on time and cash/cheques are released on time. Any exceptions to be highlighted to the RM and CA

Act as escalation point for Unsettled (FX) Past Due Trades reports & Failed trades reports, working closely with Operations where relevant

Support Loan Drawdown, Cash Management, LTP Trades (FI) and release of Trade Offerings

Attend ASTAR Review meetings as appropriate and participate in relevant business meetings, forums or committees as required

Servicing [Static Data Maintenance, Offboarding]

Perform relevant static data maintenance and offboarding activities including raising of SDM and offboarding requests in the system

People & Talent

Provide effective orientation /guidance to new joiners on the bank’s policies/procedures/processes to ensure their successful assimilation into the team and the bank

Develop and implement a personal learning plan with team manager, to attain necessary competencies

Successfully complete milestones as laid out in implemented personal learning plan

Risk Management

Support the RM in reviewing client account activity reviews, ensuring transactional activities are aligned to the expected levels of activity for the client given their business profile

Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role remit

Comply with applicable Money Laundering Prevention Procedures and report any suspicious activity to the operational risk team and Line Manager

Ensure a clear and uniform approach towards implementation of the global operating model for all Client Management related processes, and adherence to DOIs

Report any deviation (if any) to appropriate authorities and obtain proper dispensations

Proactively manage risks and establish/monitor controls to improve the overall state of the risk management and operating framework

Governance

Ensure strong due diligence on document safekeeping and data confidentiality

Ensure correctness of documentation prior to any dispensation from the Bank

Ensure compliance with the internal policies and credit policies, external policies, regulatory and statutory requirements

Undertake periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls

Highlight significant issues/errors to team leader

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.

Lead the Client Management Team to achieve the outcomes set out in the Bank’s Conduct Principles: Financial Crime Compliance; The Right Environment

Other Responsibilities

Embed Here for good and Group’s brand and values in the Client Management Team; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);

Skills and Experience

Strong ability to positively influence stakeholders across value chain to both orchestrate and execute on processes and deliver exceptional client service and experience

Ability to positively engage and build rapport with clients

Strong writing and presenting skills in English

Problem solver; looks for solutions and finds ways to progress despite blockages

Strong drive to deliver

Has a clear understanding of the client needs being serviced

Ability to work independently without direct supervision and able to cope with pressures from tight deadlines

A team player with good interpersonal skills

Risk & AML certified as stipulated by Bank policy (role based)

Qualifications

Strong ability to positively influence stakeholders across value chain to both orchestrate and execute on processes and deliver exceptional client service and experience

Ability to positively engage and build rapport with clients

Strong writing and presenting skills in English

Problem solver; looks for solutions and finds ways to progress despite blockages

Strong drive to deliver

Has a clear understanding of the client needs being serviced

Ability to work independently without direct supervision and able to cope with pressures from tight deadlines

A team player with good interpersonal skills

Risk & AML certified as stipulated by Bank policy (role based)

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.

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