Job Summary

The role’s principal responsibility is to actively manage and maintain a strong level of satisfaction among the most important clients within Securities Services globally.  The client base includes some of the largest global financial institutions which have extremely exacting standards and expect global best levels of client service.  The jobholder’s responsibility is to understand these requirements and ensure they are delivered consistently to a high standard.  He/she will also interact strongly with other BAMs regionally to exchange ideas and maintain uniformity across regions.  

The role entails to keep Clients/ Local and network business teams abreast of changes in regulations, market procedures, operating procedures through RFPs, Newsflashes, Market Updates/Insights, Operating Guidelines and other routine communications to clients.

The role requires an in-depth understanding of each client’s business model based on sound industry experience coupled with analysis of the client’s individual needs.  Collaboration and co-operation are hallmarks of success as the jobholder often needs to bring together multiple internal parties such as regional and country heads of Securities Service, Operations, Product Mgt, Financial Institutions, as well as external entities, to find innovative solutions to complex, often multi-market requirements.  In so doing he /she is expected to maintain the right balance between effective cost management and sometimes bespoke solutions.  The role entails knowledge of market structure and framework and securities service capabilities and processes for effective client communication and find solutions to dynamic client and market requirements.

Success factors will include hard targets for retention of existing revenue.  Client satisfaction is a key factor in expanding existing Securities Service relationships and maintaining a strong pipeline of potential new business from existing clients, will work together with Sales to convert, is another key success factor.

Key Responsibilities

Role summary
•    Manages the most important Securities Service clients residing in-country
•    Contributes to, and implements, the global client management strategy for Securities Service clients
•    Manage existing clients to maximise their satisfaction and long-term contribution to the bottom line i.e. ensures upward trend of client satisfaction
•    Retains existing business and creates opportunities for new business referrals to work alongside with  Sales
•    Be a trusted advisor to the client based on current and future needs in order to continue to develop the client relationship
•    Acts as country escalation point for client issues and requests 
•    Newsflash / Client Communication Management – India - Responsible for preparation, accuracy, completeness and timely posting of Newsflashes and other client communications related to market and regulatory developments 

Skills and Experience

Strategy
•    Works closely across the bank to ensure best in class & quality services are being provided to local BAM clients
•    Works closely with FI to align and understand client strategic growth opportunities for the local BAM clients 
•    Ensures consistent levels of service are provided to clients
•    Thorough understanding of clients and ability to deliver in challenging situations
•    Build strong relationship and trust with local BAM clients 
•    Anticipate and embrace change to retain and build a competitive edge

Business*
•    Helps the unit to achieve targets for revenue retention and defence from existing mandates 
•    Identifies innovative solutions to clients’ requirements, maximising re-use of existing capabilities 
•    Identifies opportunities for growth from existing business and for referrals to work with Sales for new products and services
•     Researches clients to fully understand their business model and identify innovative ways to anticipate and manage their requirements
•    Monitors competitor service offerings  to identify and remediate any gaps
•     Adds value to client relationships by developing MI, enabling clients to enhance their own efficiency and interaction with SCB
•    Maintains appropriate commercial balance between needs of clients and long term profitability / efficiency of the business

Processes

Market Information function
•    Reporting on events that impact client’s investments through Newsflash/ email communications etc. 
•    Communication updates on select events, regulations and developments which impact client
•    Assisting Sales (including preparation of for first cut responses, coordinating with other stakeholders) for Request for Proposal (RFP) / Request for Information (RFI) for new as well as existing clients
•    Submission of response to Due Diligence Questionnaires for all BAM clients. The first cut/ bank level responses prepared by the central team. 
•    Preparation and submission of Risk Questionnaires for all clients
•    Thomas Murray Market Information Website – review and update on periodic basis

Qualifications

Implementation Function for BAM relationships
•    FPI Registrations – New clients introduced 
•    FPI Miscellaneous – Supporting clients for documentation for material changes, introduction of share classes, Surrender of SEBI registration licenses under FII regime, KRA documentation etc.
•    FDI / FVCI account opening for BAM clients 
•    Derivative/ CSGL/ SLB/ RC account opening for existing BAM clients
•    Regional Custody Mandates
•    POA renewals for all clients where the POA is not perpetual 
•    Annual KYC for all BAM clients
•    FATCA CRS annual certification and remediation for all BAM clients
•    Other client documentation work - NRI/ OCI/ RI for all BAM clients, documentation follow up for accounts processed on scans, follow up for 6 KYC attributes, LEI renewals and other documentation follow up that may be required due to regulatory changes

Servicing Function – Key Tasks
•    Identification/ review of client list in consultation with the Business Head and the Sales team. This is start of the year exercise. 
•    Conducting Service Reviews. These either could be client or SCB or an event driven
•    Taking responsibility of Due-Diligence visits
•    Participating in Service Reviews conducted by Regional BAM Team
•    Preparing Service Review MIS, as agreed
•    Drafting and negotiating SLAs and Standing Instructions
•    Responding to direct queries/ escalations which emanate from:
o    Trade/ transaction – settled or prospective
o    Account Opening documentation – new account introduced through an existing relationship
o    Consultation/ discussion – material changes to legal operational structure at client’s end 
o    Escalated queries from the Client Services team
o    Regulatory interpretation v/s market practice v/s SCB’s stand OR timelines for SCB disclosing final stand
•    Large ticket transactions
o    Co-ordinating and arranging meetings with all internal stakeholders
o    Planning, handholding/ guiding clients for successful completion 
•    Relationship maintenance with:
o    Network Managers – not only to understand their requirement but also to obtain valuable information on “on what’s new” from business opportunity perspective
o    Within the sub-custodian group – to understand their stand on any particular market development, verify clients’ claims, understand best practices etc. 
o    Legal and Professional Firms – for interpretation of Regulations/ Laws etc. and tap new business opportunities
o    Tax Consultants – their lobbying efforts for NR investment
o    Participating in meetings with Regulators when arranged and invited by Clients

•    Transition of holdings from/ to client’s old/ new Custodians
o    Planning transition by engaging clients and third-party Custodians
o    Get the required transition instructions from BAM clients and share the same with the DDP and Client Servicing teams

•    Complain/ Concern Management
o    Providing updates/ root cause analysis/ corrective actions to clients
o    Updating internal stakeholders – RM/ Sales Teams/ Regional BAMs and other senior stakeholders 
 

Role Specific Technical Competencies

• Manage Conduct    
• Manage Risk    
• Strong analytical capability    
• influencing skills    
• Strong Communication skills    
• highly developed understanding of the securities industry    
   

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.