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.  
•    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 Financing & Securities Services, Operations, Product Management, Financial Institutions, as well as external entities, to find innovative solutions to complex, often multi-market requirements.    
•    Success factors will include hard targets for retention of existing revenue.  Client satisfaction is a key factor in expanding existing Securities Services relationships and maintaining a strong pipeline of potential new business from existing clients.
•    Provide back up in the monitoring of all Collective Investment Scheme (CIS) clients’ portfolios, in line with the Capital Markets (Collective Investment Schemes) Regulations, 2023, thereby protecting the interests of the underlying investors. 

Key Responsibilities

•    Contributes to, and implements, the global client management strategy for Securities Services 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 to continue to develop the client relationship
•    Acts as country escalation point for client issues and requests

Strategy

• Works closely across the bank to ensure best in class & quality services are being provided to local BAM clients

• Works closely with the Relationship Manager to align and understand client strategic growth opportunities for the clients

• Ensures consistent levels of service are provided to clients

• Thorough understanding of clients and ability to deliver in challenging situations

Business

• Achieves 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

• Monitors competitor service offerings to identify and remediate any gaps

• Maintains appropriate commercial balance between needs of clients and long-term profitability / efficiency of the business

• Ensure query resolution within the agreed timelines with internal and external stakeholders

.• Conversant with, and due regard for, all procedures and regulations as stipulated by Standard Chartered Bank,Compliance, and the Capital Markets Authority (CMA).

Processes
•  Acts as senior escalation point as per the agreed client matrix and takes leading role in managing issues to resolution. 

• Personally manages client relationships

• Monitors client survey feedback and implements appropriate actions in response

• Oversees periodic reviews of service standards and client SLMs.

• Manage daily, monthly, quarterly, and annual compliance reporting deliverables to clients. Escalate any non-deliverables to the Trustee, or factors that may impact on the delivery

• Provides back up to the Trustee and ensure that all the reports and statements which must be made to the client, CMA and other parties by the Trustee in terms of the regulations are delivered as per the required timelines.

People & Talent 

• Builds appropriate culture and values as part of a team

• Sets appropriate tone and expectations from country service teams and works in collaboration with risk and control partners.

• Attend ongoing training and development.

Risk Management
•    Takes responsibility for identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual and the team play in managing them.
•    Assess all findings to establish trends and escalate all issues of a significant nature to the appropriate stakeholders on a timely basis (as and when these occur).

Governance 
•    Assesses the effectiveness of the Group’s arrangements to deliver effective governance, oversight, and controls in the business and, if necessary, oversee changes in these areas
•    Maintains awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
•     Advise clients of all new industry developments 

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.

Key stakeholders

• Closely liaises with internal technology and operations teams to define common standards to adopt in managing the operational relationship with clients, under the auspices of the overall client management model

• Works closely with Sales and Product Management to define client requirements and prioritise accordingly

• Facilitates client meetings with regulators and market infrastructures.

• Client engagement as per CMA Regulations and Scheme documentation

Other Responsibilities
•    Embed Here for good and Group’s brand and values in Kenya [country / Financing & Securities Services business unit / team]; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);

Skills and Experience

• Client relationship management skills

• Highly developed knowledge of the securities industry

• Strong analytical capability

• Well-developed influencing skills

• Strong stakeholder management skill

• Strong drive for results, ability to plan, track and follow through to drive results

• Strong programme management skills, attention to detail and diligence in execution

• Proven risk management capabilities

• Proven experience of managing change

• Thorough understanding of complex clients and ability to deliver in challenging situations

Qualifications

• Degree in Finance related field

• Chartered Institute for Securities & Investment certification (CISI) is an added advantage

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.