Job Summary

The role is responsible for:

• The leadership and proactive management of the team and deliver the highest quality client service for the client tier under FI or Corporate
• Drive relevant targets across team. Ensure that the team works collaboratively to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and within agreed service level agreements including turnaround times, productivity, and quality
• Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps. 
• Ensuring uniform approach towards the implementation of Client Management model in the country with a focus on service differentiation based on client tiering and value
• Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes

Key Responsibilities

Strategy

Targeted Improvements

• 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
• Engage a wide range of internal stakeholders for discussion in order to streamline processes and implement changes
• 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

Automation and Streamlining

• Monitor the efficiency, effectiveness and quality of the operations from time to time and provide corresponding actions for improvement with respect to the changing business or customer needs
• Accelerate the shift to digital and ensure the digital value proposition is aligned with clients’ needs and preferences
• Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes
• Drive adoption by the team, of the latest tools and techniques to improve performance
• Adherence to changes in line with the Client Management destination model and DOIs

Business

• Fully understand the CCIB business strategy and leadership expectations and ensure Client Management activities within the team are effectively managed in accordance with the Bank’s strategic focus
• Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps
• Responsible for the leadership and proactive management of the team and deliver the highest quality client service for the client tier under FI or Corporate
• Liaise with business units, local/group product, other supporting operations and external business partners when necessary to capture business opportunities in a timely and effective way
• Support various stakeholders on regulatory and audit requests

• Act as departmental coordinator for outsourcing matters. This requires detailed understanding of outsourcing policy, procedure and regulation
• Maintain good working relationships with the various Business Units, Finance, Risk, Technology and Operations community
• Undertake ad-hoc duties and when delegated by Line Manager and Country Client Management Head
• Identify process improvement opportunities and work closely with management to implement the change

Processes

General 

• Ensure the teams are proactively managing the relationship health of the accounts they are responsible for and delivering the highest quality client service. 
• Deliver quality, risk management, efficiency and effectiveness as per agreed standards & metrics
• Drive relevant targets across team. Ensure that the team works collaboratively to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and within agreed service level agreements including turnaround times, productivity, and quality
• Ensure work performed by team is error free with no operating losses and adheres to first-time-right principles. Contribute to the teams’ BAU productivity at the highest standards, ensuring minimal rework across the team within all processes managed.
• Manage document inventory, ensuring processes are in place and consistently adhered to by the team in line with global documentation standards and to enable retrieval of documentation in a timely manner
• Drive robust operating rhythm across team, ensuring allocation of resources against simple vs. complex and critical activities delivers best outcomes for clients and the Bank. Proactively plan team capacity by forecasting volumes and measuring cycle times
• Manage document inventory, ensuring processes are in place and consistently adhered to by the team in line with global documentation standards and to enable retrieval of documentation in a timely manner
• Drive robust operating rhythm across team, ensuring allocation of resources against simple vs. complex and critical activities delivers best outcomes for clients and the Bank. Proactively plan team capacity by forecasting volumes and measuring cycle times
• Identify process and service improvement opportunities and work closely with management to implement changes, facilitate transfer of best practices

• Drive implementation of change initiatives
• Ensure that appropriate internal resources, systems, procedures and controls are in place and are operating effectively
• Resolve escalations from team, including follow-up with clients, ensuring the “once to client” rule is adhered to as much as possible
• Appropriately challenge stakeholders in the value chain where necessary, facilitating resolution of complex cases and where blockages exist that impact execution
• Ensure, lead, and monitor both strict adherence to regulatory requirements, and efficient preparation for Audit reviews
• Responsible for appropriate and timely escalation, 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
• Ensure roles & responsibilities and service levels are clearly defined in the Service Level Agreements (SLA) between Client Management and Business or other Functions
• Share and replicate best practices with other Country Client Management Teams.
• Drive improved ways of working across coverage, product and functional partners, leveraging relevant meetings/forums to achieve stronger cross-functional collaboration

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 (e.g. FATCA, CRS)

• Demonstrate thorough understanding of the Group’s Client Due Diligence (CDD) policies and procedures, various systems, and how it correlates with business needs. Provide input and insight into relevant policy & project discussions as required.
• Ensure that applicable CDD standards are adhered to by team and all policy/ process/ procedure gaps are highlighted and resolved with relevant stakeholders and senior management on a timely basis
• Ensure all staff are adequately trained on policies & procedures. Ensure only staff accredited to handle CDD (including relevant Correspondent Banking accreditations) are granted access to the system and execute CDD activities
• Drive network onboarding processes

Credit Documentation

• Provide inputs into the Credit Issues Committee (CIC) pack, working closely with the Enablement team to ensure outcomes and relevant actions are completed within timelines
• 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 
• Ensure document deficiencies are minimised and are rectified in a timely manner

Account Opening and Channels

• Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations
• Facilitate Channels onboarding, on-going maintenance activities including training and post implementation service support to our Straight2Bank clients 
• Work closely with Transaction Banking Implementation Manager for complex implementations as per agreed process
• Provide Straight2Bank training to client for implementations via phone, web-ex, face to face
• Document Archival (hard and soft copies)

Account Management & Portfolio Quality

• Manage flow maintenance activities on client portfolio as assigned
• Ensure excesses/past dues are regularized 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
• Attend ASTAR Review meetings as appropriate and participate in relevant business meetings, forums or committees as required

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 Client Management, 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
• Conduct regular 1-1s to review individual KPIs and provide feedback on an ongoing basis
• 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
• 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

• Demonstrate high level of preparedness by self and team for any Audit and ensure NIL audit failures/ NIL adverse audits grading in reviews 
• Understand the risk and control environment in their area of responsibility and drive rectification as required. Develop awareness of changes in the policy and regulatory environment, predict challenges and identify initiative opportunities to manage change implementation at the right time
• Ensure that Risk Management matters that are brought to the job holder’s attention are subject to direct remedial action and/or ensure adequate reporting to the relevant superiors and/or Risk Committees
• Proactively manage risks and establish/monitor controls to improve the overall state of the risk management and operating framework and across team
• Support the framework for effective management of operational risks across the Business and compliance with applicable internal policies, and external laws and regulations

Governance 

• Effective management of Client Management teams to provide support for the business
• 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. Ensure NIL observations in Control Assurance (CA) review
• Ensure robust performance management in place using relevant Productivity / Performance MIS. Monthly, quarterly and annual review discussions to be completed by stipulated timelines
• Ensure that appropriate internal resources, systems, procedures and controls are in place and are operating effectively and timely reporting/escalation of significant risk issues to senior management
• Ensure there are appropriate frameworks in place to guarantee that 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.
• Ensure, lead and monitor both strict adherence to regulatory requirements, and also efficient preparation for Audit reviews
• Fulfil supervisory responsibilities in line with supervisory principles

• Fulfil supervisory responsibilities in line with supervisory principles
• Maintain oversight on quality & timeliness of ‘Service Review Meetings’ (SRM) to be held every month between business Teams & Hub or Country CETs
• Manage in country or other remediation’s as required to ensure gaps in capability, process or data/docs are brought up to a best-in-class standard over time
• Utilize metrics and the agreed service standards to drive decisions and improve operational service excellence

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.

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

Key stakeholders

Internal

• Country Client Management Head
• Client Management teams, including in-country CET
• Client Management Enablement
• GBS Hub teams
• Account Opening Teams
• Front Office RMs
• Product Partners
• Client Lifecycle Design Management Teams 
• Legal team; in-countries, Region and Group
• Credit & Risk teams; in-countries, Region and Group
• Lending Documentation Unit
• Commodities Transaction Management Unit
• Regional CDD Risk Managers
• Operational Risk
• Credit Documentation CoE
• CFCC

​Skills and Experience

• Manage Conduct     
• Manage Risk    
• Manage People
• Operational    
• Process Management    
• Data Conversion and Reporting    

Qualifications

• Ability / experience managing individuals or teams
• Ability to build strong relationships with diverse stakeholders, work collaboratively with them to deliver exceptional client service & experience while balancing robust operational management
• Ability to directly influence stakeholders across value chain to secure resources and buy-in required to deliver operational and client service targets
• Ability to understand and derive insights & improvement opportunities from MIS and performance data
• Strong drive to deliver
• Ability to positively engage and build rapport with clients
• Has a clear understanding of the client needs being serviced; able to articulate and align team to them
• Knowledge and experience in relevant processes managed by the Client Management team
• Sound knowledge of local regulations (CDD, credit and lending, risk management)
• Superior writing and presentation skills in English
• 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.