Job Summary
Correspondent Banking is a $700mio+ Business in CCIB
The role holder is responsible to:
• Lead the delivery and strategic implementation of the orchestration and execution of Client Management (“CM”) model and its composite activities across the Global Correspondent Banking Relationship (“CBR”) clients and the Standard Chartered Banking Group Affiliates businesses (“Affiliates”), focusing on delivering a more effective, business-aligned and expert service to CBR by CM. Note: “CBR” will relate to both the Clients within the Banks & Broker Dealer (“BBD”) client segments, and the Correspondent Banking product that has transitioned to Transaction Banking.
• Deliver significant improvement in frontline & client experience in terms of Efficiency, TAT, productivity and process improvements. This will involve building/growing/sustaining a deep understanding of the SCB CBR business, and the frameworks that support it.
• Consequently enable a substantially lower level of demand on SCB’s processes, controls, and fixed capacity, driving effectiveness, and ultimately a more efficient, and ROTE accretive business support model.
• Deliver high quality service and a single point of contact (& ideally orchestration) model for clients, Relationship Managers, CBR Product (within Transaction Banking) and the SCB ecosystem that supports CBR & Affiliates.
• Accountable for the execution of first line process ownership for KYC (onboarding and regular review), Account Opening, Account Maintenance, MIS, off-boarding, S2B activation, and Credit Documentation processes, as they relate to CBR, in unison with the Country teams in the throw/catch locations that the multi-jurisdictional clients are serviced in.
• For delivery of Client Management change projects, improvement, remediation activities across the CBR business, and potentially beyond, where there is capacity, and linkages to higher risk KYC/clients, and where individual’s expertise can promote better client outcomes across CCIB.
Strategy
Strategy & Execution
• Lead the implementation and orchestration of Client Management for the global CBR business with a focus on doing things differently, to drive a more effective engagement model with the Clients, the Business, and the SCB ecosystem supporting CBR. Ensure that the model is scalable, best-in-class, client-focused and fit for purpose of client delight
• Right scoping the Client Management model in terms of chalking out the activity inventory, capacity estimates, process flows, R&R and appropriate resourcing, building effective partnership relationships with the CBR Business Heads, and relevant CM Heads in associated countries/regions.
• Engage all the relevant impacted teams across businesses, functions, and stakeholders to ensure Client Management seamlessly integrates into the overall TOM of CCIB/CBR with minimal business disruptions
• Fully understand the CBR business strategy and leadership expectations and ensure Client Management activities are effectively managed in accordance with the segment’s strategic focus. This will also require deep understanding of the broader CCIB and Bank strategy, stands, goals and aspirations.
• Propose the strategic operating model to improve support to CBR globally, recognising the constraints on investment, while capitalising on the approved target operating blueprints already in place/under execution for CM.
• Accelerate the shift to digital and ensure the digital value proposition is aligned with clients’ needs and preferences, and provides a more effective and efficient service to clients and CBR Bankers/RMs/Sales.
• Identify key processes for further streamlining, work on process improvements & fine-tuning of the operating and organizational models (including more effective manoeuvring within the Single KYC Model) , and ensure optimum delivery of processes in accordance with globally consistent standards, controls, and levels of conduct & valued behaviours.
• Ensure alignment between CBR/Client Coverage business and Client Management with regular engagement regarding business priorities, issues, and address any gaps. Consider the role as a peer to CBR management able to challenge, advise and provide viewpoint diversity at Business MT level.
• Ensure alignment between onshore and offshore teams in accordance with the overall onshore-offshore client delivery model as it is relevant to CBR. Where it might not be seen as a global business to be orchestrated as such, change that mentality and drive superior outcomes with fewer handoffs and reduced levels of ineffective written communication.
• Reinforce synergy between countries, regions and hubs, through close communication and consistency of standards
• Spearhead the delivery of Client Management change projects, improvement, remediation activities across the country / region, both for CBR and potentially beyond if requested to contribute.
• Continuously work on the expansion of the scope of Client Management including extension of identified best practice to similar processes and business segments, geographies, beyond CBR (for example Global Subsidiaries, Payments Services clients).
Business
• Lead an end-to-end Client Management model for the region and strongly support CCIB frontline RM/Bankers, FI Strategic Enablement and other relevant 1LOD colleagues across all CBR related activity to deliver beyond client expectations and change the engagement model between CBR and the legacy Client Manager and IMO teams.
• Ensure that the Client Management is ably equipped with the best-in-class MIS, Performance Management tools, and utility functions. Be brave in thinking through new tooling, and own the responsibility for experimenting and innovating.
• Create opportunities for front office focus on client selection, risk/cost/opportunity appreciation, measuring client KPIs like TAT and deal specific revenue, supporting with actionable insight.
• Set and manage all relevant team budgets, KPIs across client, cost, risk, and people in combination with the Regional Head of CM, ASA, and other senior CM management.
• Develop awareness of business changes, predict challenges and identify opportunities to optimise people & processes and add value to client & frontline
• Serve as a thought leader for the processes under the Client Management in the region
• Align the priorities of Client Management with those of the business segments and region
• Close collaboration with Group, Region and Country business and function stakeholders, shared utilities and other networks to achieve transparency and consistency of execution of the end state operating model, maintaining exemplary levels of conduct
• Effective relationship and key stakeholder management with and across the networks to identify and address issues/ concerns
Processes
• Establish a clear and uniform approach towards implementation of the global operating model for all Client Management related processes (KYC, Account Opening, Account Maintenance, S2B activation, Credit Documentation, MIS, and off-boarding), and adherence to DOIs
• Optimise ‘speed to market’ for all Client Management processes with the aim to improve client experience, reduce ‘time to revenue’ without impact on control standards across the region.
• Continuously improve productivity and efficiency of processes and people,
• Drive a strong results-oriented Client Management team supported by robust data-enabled performance management tools. A focus will be on improving Right First Time KYC metrics through improved productivity, better education of individuals involved, and use of technology and transformation solutions for Correspondent Banking Evaluation Sheet (“CBES”) and Account Activity Review) “AAR” processes. This will include assessing different ways of executing with vendors, and leveraging of other tooling available in the Bank that might be extended to provide superior outcomes for CBR.
• Maintain oversight on the quality & timeliness of ‘Service Review Meetings’ (SRM) to be held at a determined frequency between Business Teams & Hub or Country operating teams, with this role as lead point of coordination.
• Ensure roles & responsibilities and service levels are clearly defined in the Service Level Agreements (SLA) between Client Management and Business or other Functions, as it relates to CBR
• Share and replicate best practices with other Regional / Country Client Management Heads / Teams, both for CBR, and where identified superior practices can potentially extend beyond that business.
• Drive improved ways of working across coverage, product and functional partners, leveraging relevant meetings/forums to achieve stronger cross-functional collaboration with a focus on the CBR Oversight Committee and the Regional CBR Oversight Groups.
People & Talent
• At the outset this is a role that will likely need to lead by influence, rather than by direct People Leadership responsibility. This will require identification of key individuals in all relevant markets, and close partnership with relevant Country/Regional CM Leads to enable the new model.
• Consider/propose several improved deliver models that will enable superior service at no significantly greater investment cost, and create the conditions for such choices to be evaluated.
• Use network to identify where similar such ‘virtual centres of expertise’ (“COE”) have been established, and leverage their learnings and experiences to enable faster, more effective growth of the CBR CM COE.
• Partner with other CM senior leaders to drive a high-performance culture in the relevant individuals/teams and provide appropriate training with the aim to achieve optimum quality deliveries
• Employ, engage and retain high quality people with succession planning for critical roles and appropriate recognition and reward for high performance / potential
• Ensure hiring decisions are aligned with the capabilities of the Client Management role profile and job description, and grow the levels of CBR literacy in CM.
• Lead through example and build the appropriate culture and values, embedding a high level of team engagement, and provide opportunities for CM collectively to be better through experiences with CBR.
• Set the appropriate tone and expectations for team and work in collaboration with risk and control partners, global process teams, and global/regional/country business teams
• Ensure rollout and completion of all Client Management training programmes within the region for all staff executing relevant processes & foster cross-training of staff across managed areas. This will include symmetry of accreditation for CM teams with the CBR business (for example the ICA CBR accreditation, and familiarity with relevant AML/CTF/Sanctions industry best practice under the Wolfsberg Group).
• Ensure implementation and tracking of performance metrics into the Performance assessment of staff managed on a virtual/direct basis
• Formulate and monitor job descriptions and objectives for direct/virtual/joint/matrix reports and provide feedback regularly and rewards in line with their performance against those responsibilities and objectives
• Ensure team structure / capacity is reviewed to enable effective delivery of operations & change agendas based on the bank’s strategic focus and business needs
Risk Management
• Ensure implementation of the OR Framework across managed processes, existing and those that might be developed as the new model moves forward
• Control operations to meet risk tolerance thresholds set for processes managed
• Proactively manage risks and establish/ monitor controls to improve the overall state of the risk management and operating framework across the region
• Work closely with Regional CFCC, Credit, Legal, and Risk for guidance on complex policy/ risk issues and actively provide feedback for policy gaps and revisions required
• Provide insights and highlight risks/ mitigation to Head of CBR (and others as relevant in the FI chain of management), Country / Regional CEOs, CFCC Leadership as relevant (particularly FCC Heads in material cash clearing centres), Business/Regional COO, governance forums, and group teams based on understanding of country & regional dynamics and MIS & analytics
• Manage remediations as required to ensure capability, process, or data/ docs are brought up to a best-in-class standard over time
Governance
• Responsible for delivering effective governance for Client Management within CBR in compliance with applicable internal policies and external laws and regulations
• Ensure that the risks are clearly identified and quantified, properly tabled in the appropriate forums and appropriate RCPS are done.
• Lead, and monitor strict adherence to regulatory requirements, best practices, and a state of ever-readiness for audit & regulatory reviews, with respect to Client Management responsibilities
• Establish a superior CM presence at CBR related governance forums, delivering actionable insight and playing a full, participating role around the Management Team table
• Ensure the Client Management teams involved in CBR related activity are appropriately Risk trained/certified as stipulated in the relevant Bank policies
• Ensure alignment of GBS teams and processes supporting the region
• Senior escalation point in the Group for stakeholders on processes, service issues, and governance related issues related to CBR
• Represent the Client Management function and act as an alternate to the COOs and Heads of Business as required in the relevant governance forums as deemed appropriate by such Business/COO leads;
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 the Client Management Team to achieve the outcomes set out in the Bank’s Conduct Principles: Financial Crime Compliance; The Right Environment
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key stakeholders
Internal
• The Correspondent Banking and the Banks & Broker Dealer Business teams, from Global Head to individual Banker/Sales
• Financial Institutions Advisory team (and FI Relationship Risk Managers as they exist in locations)
• CFCC (Country/Regional FCC, and Client Coverage CFCC Advisory, at Group/Region/Country)
• Client Lifecycle COO teams, GPOs and execution groups
• Product partners (Cash/Trade in particular)
• Colleagues within the Client Management teams, particularly CC Performance Management
• CCIB Business Development team, particularly at CC/FI/CBR BPM level
• NFRC members
• Region and Country CBR/BBD Heads, depending on relevance of model to a particular country
• CCIB HR
• Regional and country COO/ CEO/ CIO teams
• GBS Hubs / Heads
• CBOC/RCBOG Secretariat, and potentially relevant Financial Crime Risk Committees
• Client Managers & Credit Analysts, as deemed relevant to advancing the CBR strategy/execution
• GIA
External
• Local regulators & other policy makers
• External auditors
• Competitors
• Industry forums, including Wolfsburg Group
• Vendor partners & providers of Client Management utilities & services
• Relevant Trade Associations
• Legal Firms
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); where applicable
Qualifications
• Thorough understanding of the CBR business – preferably on the job business experience in CCIB, at SCB or at a peer institution
• Experience of operating with/influencing MD level Business, Functional and Control colleagues
• Strong leadership skills – preferably an experience in leadership role in CCIB leading teams across regional hubs and into countries.
• Excellent interpersonal skills in networking and influencing decisions.
• Good communication skills – oral, written and presentation
• Strong product knowledge in Cash and Trade, including the processes and procedures
• Strong project management skills – preferably a project experience in CCIB
Skills and competencies
• Manage Conduct
• Manage Risk
• Manage People
• Process Management
• Manage Change
• C & I Credit Risk
• Manage Projects
• CBR Business – Products & Processes
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.
