Job Summary

The key objective of the Client Solutions team is to create an unparalleled client experience across our footprint. This should be uniform and consistent across all booking locations. The mandate of this team commences from post sales through to day-to-day servicing of our clients. The core function of this team includes implementation, local service management, client onboarding to digital channels, client services and client support. This team acts as a conduit between Front Office and Operations, ensuring a seamless handshake between both parties, and a streamline day-to-day servicing.

Key Responsibilities

Strategy
•    Ensure best in class services are being provided in a consistent manner to clients. 
•    In-depth understanding of business goals and strategy. Aligning with Sales and Product teams to deliver against corporate targets. 
•    Provide oversight to the way queries are prioritised and handled for any Premium clients. 
•    Demonstrate sound and objective judgement when dealing with conflicts due to prioritisation.
•    Drive process improvements on any daily processing or BAU tasks
•    Work with regional and global teams to facilitate a “follow the sun” support model
•    Work with the Prime Services business and technology/project teams on new product offerings

Business
•    Work hand in hand with the Business, taking product programs from investment decisions, into design, specification, and solution phases, all to way to operations on the ground, securing support services from other teams.   
•    Develop and deliver solutions to improve client experience and generate additional revenue
•    Perform relationship management functions including conducting regular client reviews
•    Support, manage and execute regional/global initiatives

Processes
•    Be responsible for the end to end client contact processes and their associated client experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints 
•    Ensures consistency of client management approach 
•    Represent the Voice of the Client, championing change and improvements across the client experience
•    Onboard clients to the Prime Services platform
•    Ensure all client queries and escalations are resolved swiftly.
•    General communication with Counterparties, IT Support, Credit, Operations, Front Office, Legal and Product Controllers
•    Perform portfolio analysis to calculate margin and fee requirements

Risk Management
•    Ensure the 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 
•    Active logging, management, and resolution of client’s complaints in line with SCB complaints policy and stated turnaround times. Assessment & action of failure points, understanding and mitigating actions to resolve causes of failure.
•    Adherence to key processes and control requirements

Governance 
•    Communicate impact of financial market regulation to clients 
•    Adherence to key processes and control requirements
•    Provide Business Continuity Planning and support.

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.
•    Lead to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] * 
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
•    Serve as a Director of the Board 
•    Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent) 

Key stakeholders
•    Prime Services Sales
•    Prime Services COO
•    Global Head, Prime Services
•    Head, Client Solutions

Our Ideal Candidate

•    Business Facilitation
•    Manage Change
•    Service Delivery Operations
•    Client Relationship Management
•    Communication Skills
•    Product Knowledge

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

Expected annual base pay range for the role is 103,860 USD to 155,780 USD. The final offer will be determined on an individualised basis using a number of variables, including but not limited to skill set, depth of experience and education, internal relativity, and specific work location. At Standard Chartered Bank, Base pay is only part of the total compensation package. Discretionary variable pay and a range of attractive bank sponsored benefit programs are available and designed to foster employee overall health and well-being including, but not limited to, a best in class 401k plan with up to 8% employer match, robust medical plan coverage with employer funded Health Savings Accounts, inclusive family building benefits, and flexible/hybrid working arrangements for many of our positions subject to role specific considerations Visit our careers website www.sc.com/careers 

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.