Job Summary

The Operational Client Relationship Manager will be a member of the global Market Client Solutions team being fully accountable on the service delivery relationship for the Markets Tier 1 and select Tier 2 clients in the region. The primary responsibility is to manage Markets operations service delivery and overall client experience, with focus on Tier 2 clients. The individual needs to be able to deal with inbound operational queries or escalations and must therefore have an all-round understanding of operations from trading through settlement and reconciliations. A solid understanding of Markets products and trade lifecycle would be requirement. The individual will be proactively outreaching to clients for continuous service improvement feedback, whilst partnering with Front Office to identify further new business opportunities.

Key Responsibilities

Strategy

• Deliver a first-class operational relationship management in all Markets related interactions. Oversight of all client touch points:  Pre / At / Post trade operational activities.
• Work with Sales / RM to identify opportunities and ensure smooth first trade execution. Ensure new account / new business / new client is successful with no operational issues.
• First port of call for Sales. Act as senior escalation contact person for internal stakeholders. Work with internal teams to resolve the issue. Communicate with clients to solve immediate day to day issues with transactions as well as understand their longer terms needs to shape business decisions in Operations.
• Constantly seek opportunities to improve global consistency, work closely with the Hubs (GBS) and other regions to close gaps and standardise processes. 
• Service Reviews: Conduct service reviews, performance benchmarking and client surveys. Regularity to vary by Tier. Support Sales/RM on opportunity Identification. Pitch SCB solutions to meet client need (i.e., new products and offerings) and identification of cross-selling opportunities.
• Retention/Growth of wallet share: Produce client scorecards and active tracking of scorecard improvements / issue resolutions.
• Trusted and active client engagement:  Always looking to improve the customer experience. Work together with internal teams to identify and solve repeat client issues. Provide value adding services such as client training, market insights, etc.
• Digitalization/e- channels adoption opportunities: Identify and work with clients to propose relevant e-channels and STP improvements in client's workflow processes.
• Escalation contact person for Markets clients for all post-trade queries. Single point of ownership where responses have fallen outside of agreed SLA.
• Complaint Management: Acting as Complaint Handler for complaint logged for Markets segments.
• Client due diligence: Facilitate and plan client due diligence visits and response to due diligence questionnaires.
• Client feedback and advocacy:  Solicit ongoing feedback from clients/ Business (VoC/ VoB) on process and operational issues to drive process improvement and efficiency. 

• Client profiling: Build profiles of clients in collaboration with Sales & Ops, using details from all client interactions and show business workflows, future growth areas, future initiatives, platforms used, and products traded with SCB.
• Industry: Actively represent SCB at Industry Groups and Forums and provide tangible outputs to internal stakeholders
• Fully understand the Markets Sales and COO strategies and leadership expectations and how they support CIB and overall Bank Strategy. Be able to articulate the same to internal and external stakeholders as required.

Risk Management

• Ensure Group Risk Management standards are being maintained / adhered to
• Engage Risk, Legal & Compliance and Operational Risk as appropriate on escalated items relating to Risk Management

Governance

• Adherence to Ops Risk Framework standards of implementation and process management:
• Continuous review of procedures and booking model

Key stakeholders

INTERNAL

• All Markets Operations functions and Markets Ops MT
• Markets Sales, Trading & COO
• Client Coverage RMs and Client Managers
• Onboarding teams (IMO)
• Markets and Country / Regional Legal / Compliance
• Other CIB or Bank teams as required to support client initiatives

EXTERNAL

• Tier 1 and 2 Clients in segment and / or region as directed by the client tiering list (owned by Sales COO) and other Markets Clients and segments as required
• Vendors, Market infrastructure and Service Providers (e.g., AcadiaSoft, TriOptima, Murex, DTCC, FX ALL, MISYS, GTSS, BBG, etc.)
• Correspondent Banks, Custodians
• Consultants and Industry / Trade Bodies
• Regulatory and Supervisory agencies as required

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.
• Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct and compliance matters.

Skills and Experience

• Communication skills
• Customer Relationship Management
• Product Knowledge
• Problem Solving Skills
• Collaboration
• Ability to Influence
• Time Management

Qualifications

• The candidate preferably should have at least 10 years of experience. 

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.