JOB SUMMARY

The Associate, Client Management is responsible for the end-to-end orchestration across all processes and services managed by Client Management team while ensuring proactive management of clients account across client journeys and promoting highest level of client service and relationship health.

As the Associate for Client Management, you will own and drive execution of processes, work closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases. You will support the Business on the client portfolio to ensure strong client delivery execution.

You will ensure alignment between CIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps. You will also help drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes

Business

• Deliver excellent service and advice to our Corporate & Investment Banking (“CIB”) and Business Banking (“BB”) clients in all interactions

• Ensure alignment between CIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps

• Provide quality support and advice to Relationship Managers (RM’s) within all lending units on all documentation related matters, including the origination of documentation for customers where required  

Strategy

Targeted Improvements

• 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

• 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

• Deliver excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate

Automation and Streamlining

• Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes

• Adhere to changes in line with the Client Management destination model and DOIs

Processes

• Perform end-to-end orchestration across all processes and services managed by Client Management (onboarding, credit fulfilment and monitoring, client due diligence, static data maintenance, offboarding and client support) for the portfolio supported

• Engage clients throughout process, ensuring seamless delivery and client experience

• Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases.

• Provide insights and suggestions to improving processes, identifying opportunities to streamline and automate. Look at ways to promote standard work and best practices.

• Undertake ad-hoc duties and when delegated by Line Manager and Country Client Management Head

• Provide sound advice to clients on associated documentation requirements (e.g. credit documentation, account monitoring activities etc.)

• 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

• Perform credit documentation activities for the deals flowing from CIB and BB

• Conduct checks on Credit Documentation output as applicable

• Work closely with Product and Ops units to achieve suitable outcomes for clients

• Support the RM in reviewing client account activity reviews, ensuring transactional activities are aligned to the expected levels of activity for the client given their business profile

• Manage flow maintenance activities as assigned to ensure portfolio quality

Risk Management

• Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role remit
• Comply with applicable Money Laundering Prevention Procedures and report any suspicious activity to the operational risk team and Line Manager
• Ensure a clear and uniform approach towards implementation of the global operating model for all Client Management related processes, and adherence to DOIs
• Report any deviation (if any) to appropriate authorities and obtain proper dispensations
• Proactively manage risks and establish/monitor controls to improve the overall state of the risk management and operating framework

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.

• Support 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

• 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

OUR IDEAL CANDIDATE

• Has a Bachelor's Degree in Banking/ Finance/ Economics or other relevant courses

• Has at least 10 years of work experience as in Client Management, preferably of FI accounts from large scale banks.

• Has proven ability to build strong relationships with diverse stakeholders, work collaboratively with them while balancing robust operational management

• Has effective command and influence to stakeholders across value chain to secure resources and buy-in required to deliver operational and client service targets

• Can understand and derive insights and improvement opportunities from MIS and performance data

• Has sound knowledge of local regulations (CDD, credit and lending, risk management)

• Has superior writing and presentation skills in English

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.