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

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

Qualification
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)

Role Specific Technical Competencies
Manage Conduct 
Manage Risk
Manage People
Operational Execution
Process Management
Data Conversion and Reporting
Managing Regulatory Relationships
Regulatory Reporting and Filing
Regulatory Liaison
Business / Product Knowledge
Manage Change
Manage Projects

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.