Job Summary

The role is responsible for:
•    Perform end-to-end orchestration across all processes and services managed by Client Management
•    Engage clients throughout process, ensuring seamless delivery and client experience
•    Responsible for proactively managing the client account across client journeys to ensure the highest level of client service and relationship health
•    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.
•    Supports the Business on the client portfolio to ensure strong client delivery execution
•    Ensure alignment between CIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps
•    Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes

Key Responsibilities

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

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
•    Proactively manage the relationship health and day to day maintenance activities of the client accounts and deliver the highest quality client service
•    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.
•    Adhere to first-time-right principles
•    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
•    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.)

•    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 
•    Obtain necessary approvals for T&C deviations on standard documentation from the relevant authoriser as necessary 
•    Perform credit documentation activities for the deals flowing from CIB and BB
•    Conduct checks on Credit Documentation output as applicable
•    Ensure that the data sources used for the extraction of the return is correct
•    Identify processing risks or inefficiencies and implement appropriate and effective changes
•    Ensure document deficiencies are minimised and are rectified in a timely manner
•    Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations
•    Work closely with Product and Ops units to achieve suitable outcomes for clients 
•    Accountable to ensure that all facilities are set up in accordance with client instructions
•    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. The activities include but not limited to 
        •    Annotation of Excess and Past Dues and highlighting issues to RM and CA
        •    Review and monitoring of ASTAR reports
        •    Document Deferral Waiver (DDW) requests, Temporary Excess Request (TER), and SIF for allocation of limits
        •    Collaterals monitoring and doc deficiency reports review 
        •    Seek Early Alert Reporting (EAR) / CG12 waivers for overdue
        •    Act as escalation point for Unsettled (FX) Past Due Trades reports & Failed trades reports, working closely with Operations where relevant
        •    Support Loan Drawdown, Cash Management, LTP Trades (FI) and release of Trade Offerings
Section relevant to Client Management led markets where Orchestrator has additional responsibility of ARB origination support activities [delete where not applicable]
•    Provide support to the Business by proactively:
        •    Supporting to prepare Account Plans, client briefing notes for senior management discussions, input to RCAF / GCAF
        •    Joining client visits (as appropriate) and ensuring client discussions are documented via call reports in CRMx
        •    Reviewing client profitability and opportunity to increase customer utilization
        •    Work closely with product partners and sales to understand business proposition and support prioritisation
        •    Partner with Investor Service Operations group and other operational teams to ensure the timely set up of client trading infrastructure (applicable for FM CM orchestrators)

Skills and Experience

Priority Skills
•    Manage Conduct
•    Manage Risk
•    Manage People
•    Operational
•    Process Management
•    Data Conversion and Reporting
•    Business / Product Knowledge

Qualifications

•    Strong ability to positively influence stakeholders across value chain to both orchestrate and execute on processes and deliver exceptional client service and experience
•    Ability to positively engage and build rapport with clients
•    Strong writing and presenting skills in English
•    Problem solver; looks for solutions and finds ways to progress despite blockages
•    Strong drive to deliver
•    Has a clear understanding of the client needs being serviced
•    Ability to work independently without direct supervision and able to cope with pressures from tight deadlines
•    A team player with good interpersonal skills
•    Risk & AML certified as stipulated by Bank policy (role based)

About Standard Chartered

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

What We Offer

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• 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 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.

Visit our careers website to learn more about us: www.sc.com/careers.