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
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

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

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.