Job Summary

The role is responsible for:
•    Managing the country Enablement team which is responsible for proper KCSA / CST processes, SLAs, ASTAR, operational risk management, audit & regulatory engagements, etc.
•    Ensuring all relevant credit fulfilment activities including discharge of security documentation, monitoring of collateral values, monitoring of dated credit and security documents, etc. are performed on time and to agreed standards
•    Appropriate and timely escalations, especially significant risk issues, to any governance committees or to other stakeholders in senior management, risk or control functions as appropriate
•    Embedding risk management, governance, and reporting best practices 

Strategy

Enablement Standards
•    Spearhead consistent application of Departmental Operating Instructions (DOIs) and standard work across Client Management teams
•    Drive a consultative, collaborative and risk-based approach towards addressing identified risk issues
•    Create a local culture of open and transparent engagement with auditors and regulators across Client Management teams
•    Enhance Client Management knowledge and embed risk management, governance, and reporting best practices 
•    Ensure uniform approach towards implementation of Global Client Management Model and adherence to DOIs
•    Facilitate a “zero operational loss” and “first time right” culture by servicing as a subject matter expert in areas of responsibility

Business

•    Ownership of regulatory and audit requests pertaining to Client Management areas of responsibility
•    Maintain good working relationships with the various Business Units, Finance, Risk, Technology, and Operations community
•    Undertake ad-hoc duties and when delegated by Country Client Management Head
 

Key Responsibilities

Processes

•    Ensure all relevant credit fulfilment activities including discharge of security documentation, monitoring of collateral values, monitoring of dated credit and security documents, etc. are performed on time and to agreed standards
•    Ensure proper working of Key Control Self-Assessment (KCSA) / Control Standard Test (CST) process- all KCSAs/CSTs must be conducted following the relevant guidelines and completed within the deadlines
•    Review of operational risk reports. Follow-up on progress/action plans to address operational risks.
•    Ensures CST exceptions are lodged in EORP system on a timely basis; works with relevant stakeholders and committees are informed and clear plans of action to address CSTs exceptions are in place
•    Ensure CST scores are maintained within thresholds. Ensure rework is closely monitored and controlled. Conduct monthly rework forums to discuss repeat themes and arrive at corrective actions involving Client Management. 
•   Perform duties of the Department Crisis Coordinator (DCC) for the Business Continuity Plan
•    Resolve escalations from team
•    Responsible for appropriate and timely escalations, especially significant risk issues, to any governance committees or to other stakeholders in senior management, risk or control functions as appropriate
•    Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures
•    Management of financials and headcount / hiring of the Client Management in-country team
•    Management of requirements for change initiatives / enhancements / migrations
•    Management and review of productivity and capacity model and assessment for Client Management in-country team
 

Skills and Experience

Credit Documentation

•    Provide inputs into the Credit Issues Committee (CIC) pack, working closely with the Control & Governance team to ensure outcomes and relevant actions are completed within timelines. 
•    To check all constitutional documents, securing documents and ensure perfection prior to Security Compliance Certificate (SCC)/Partial Security Compliance Certificate (PSCC)/Document Deferral Note (DDN) issuance. 
•    To co-sign with other checker the lodgement and withdrawal memorandum. 
•    To co-sign with Manager/Senior Manager/Head, Control and Governance, Credit Documentation for the release of security based on credit approval. 
•    To monitor overdue BFL, document deficiency report, pending SCC/PSCC/DDN 
•    To immediately advise Manager/ Senior Manager/ Head, Control and Governance of all pending items where the approved deferral is overdue and further deferral is not in place. 
•    To release security including reassignment of mortgage property. 
•    To sign for signature verification. 
•    To sign for acknowledgement of document receipt. 
•    •    To help and assist Head, Control and Governance on assigned adhoc CMS reports or tasks related to Credit Documentation. 
•    Perform checks, ensuring that Credit Documentation output from Client Management Makers and Specialists (as required) adhere to policies and procedures
•    Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures, as they relate to process, products, policies and regulations
•    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
•    Generate daily / fortnightly / monthly reports for Senior Manager/ Business Head

Account Services

•    Perform checks, ensuring that Account Opening (AO) output from Client Management Makers and Specialists (as required) adhere to policies
•    Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations
•    Perform cash account opening and account maintenance i.e. interest rate change, mailing address change
•    Update customer information i.e. CDD risk code, Tax ID, Contact, Fax& Email Indemnity, Call Back List 
•    Receive instruction for account closure to remove hold/sweeping and pass instruction to CMS, Corporate Branch to close account 
•    Perform AS update and upload POA/mandate into Signature Verification System 
•    Manage client documents for safe storage including client’s file retrieval 
•    Perform audit confirmation, bank/balance confirmation, signatories list confirmation requests 
 

People & Talent

•    Ensure staff are adequately trained to support both existing and any new requirements
•    Provide/ secure / enable access to relevant role-specific and general training to the team
•    Manage talent and hiring across the Client Management organization, ensuring high performance team and bench strength. Own the development of the individuals within the team, using performance management and staff development to provide a deep pool of talent and opportunities for individual growth
•    Collaborate with members of the team and plan individual training to be completed over the P3 cycle, to achieve required competencies
•    Enable team to function optimally, providing guidance and coaching to members. Drive and encourage cross-training and mentorship, facilitating interchange of best practices amongst team members and across teams
•    Conduct regular 1-1s to review individual KPIs and provide feedback on an ongoing basis
•    Manage and control overall attrition at acceptable level. Attrition of top performers to be managed. Minimize key man risks within team.
•    Develop succession plan for self and for all critical resources in the team

Risk Management

•    Creation & maintenance of a compliance culture, undertake compliance monitoring through the Operational Risk Framework, proactively advise Country Compliance on compliance issues
•    Assist in coordinating, facilitating and promoting understanding of operational risk and in implementation and management of OR within the Unit.
•    Ensure all activities are done in line with the laid down Departmental Operating Instructions (DOI) / Roles & Responsibilities and other procedures that are rolled out from time to time. Report any deviation (if any) to appropriate authorities and obtain proper dispensations
•    Ensure all internal policies and procedures are implemented with the group policies, local legal and regularity guidelines

Governance

•    Ensure that filing of security documentation / obsolete documentation / all maintenances / instructions on own portfolio are in good manner and easy to retrieve if required 
•    Ensure that there is effective MIS in place to monitor performance of countries include Key Risk Indicators and that these reports are analysed and actions initiated where necessary
•    Ensure there are appropriate frameworks in place to guarantee that the Client Management team functions within the Group’s risk appetite and relevant risks are appropriately managed in conjunction with management, direct reports, and other stakeholders
•    Fulfil supervisory responsibilities in line with supervisory principles
 

QUALIFICATIONS

•    Ability / experience managing individuals / teams
•    Ability to build strong relationships with diverse stakeholders, work collaboratively with them to deliver robust control and risk management outcomes
•    Ability to make risk-based decisions, balancing client needs with risk and governance considerations
•    Superior writing and presentation skills in English
•    Sound knowledge of local regulations (CDD, credit and lending, risk management), guiding rules and regulations of relevant authority, and audit functions
•    Knowledge and experience in relevant risk, control and governance functions
•    Knowledge and experience in relevant processes managed by Client Management
•    Highly proficient in MS Excel
 

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.