Job Summary

•    The role is responsible for driving progress on relevant targets to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and within agreed service level agreements including turnaround times, productivity, and quality.
•    The Client Manager is responsible for proactively managing the client account on all day-to-day maintenance activities to ensure the highest level of client service and relationship health.  The Client Manager will support the RMs on an aligned client portfolio to ensure strong client delivery execution.

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

Business
•    Fully understand the CCIB (and specifically Tech, Media and Telecom) business strategy and leadership expectations to ensure Client Management activities are effectively managed in accordance with the Bank’s strategic focus.
•    Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps
•    Liaise with business units, local/group product, other supporting operations and external business partners when necessary to capture business opportunities in a timely and effective way
•    Provide direct support to the RMs for the assigned client portfolio as follows:
•    Ensure the highest level of client service and risk mitigation through proactive client account management support with client on-boarding (liaising with Client Management KYC teams), credit monitoring (liaising with CA COE) and flow maintenance
•    Actively engage and collaborate with Clients, RMs and Product Partners to understand and respond to any issues/concerns relating to the ongoing account maintenance including highlighting any unusual utilization patterns to coverage teams.
•    Provide proactive support on account maintenance activities like documentation, reporting etc by engaging and collaborating with the client, other Client Management Teams, CA, MDU, Legal and Compliance and relevant ops teams as required to ensure the clients expectations are met or exceeded 
•    Escalate issues/concerns relating to account maintenance activities to the CM Team Lead for follow up as relevant

Day-to-Day Tasks

Processes

General 
•    Deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and within agreed service level agreements including turnaround times, productivity, and quality 
•    Identify process and service improvement opportunities and work closely with CM Team Lead and management to implement changes and transfer of best practices
•    Contribute to focused and timely implementation of change initiatives
•    Appropriate and timely escalation, especially significant risk issues, to CM Team Lead or to other stakeholders in senior management, risk or control functions as appropriate
•    Proactively managing relationship health of the accounts they are responsible for and delivering the highest quality client service. 
•    Ensure work performance maintains error free delivery with no operating losses and adherence to first-time-right principles. Contribute to the teams’ BAU productivity at the highest standards, ensuring minimal rework.
•    Ensure adherence to all internal/regulatory policies & regulations
•    Co-ordinate with Ops/GSSC to rectify any ops related issues which can be resolved locally and issue Standard Instruction Form (SIFs) wherever required within authority

Documentation: Credit (existing deals – Renewals/Amendments) & Other
•    Liaise with Legal & Compliance, IMO, CDU and Clients on standard documentation processes 
•    Obtain necessary approvals for T&C deviations on standard docs from the relevant authoriser as necessary
•    Follow through to ensure documentation completion and validate limits are correctly loaded/reflected in TP systems
•    Ensure document deficiencies are minimised (as reflected in DDW etc) and are rectified in a timely manner
•    Liaise with COBAM/RM if required on CDD related items
•    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 

Additional Responsibilities

Account Management & Portfolio Quality
•    Ensure general portfolio hygiene of client data from a quality control perspective i.e. correct client tagging, limit information, segment classification etc in SCI, WorkBench.  
•    Annotate on past dues and excesses daily in the portfolio.  Ensure excesses/past dues are regularized on time and cash/cheques are released on time. Any exceptions to be highlighted to CA and RM/FAM.
•    Review and follow up on Unsettled (FX) Past Due Trades reports & Failed trades reports with Operations
•    Support Loan Drawdown, Cash Management, Trade Offerings & Audit Confirmations
•    Manage any client related data queries and remediation efforts, including first level escalations on account maintenance activities 
•    Seek transactional approvals as necessary (ie trade, cash) and release trade offerings on time to ensure faster TAT on trade transactions.
•    Attend EAR/ASTAR Review meetings as appropriate and participate in relevant business meetings, forums or committees as required.
•    Provide support on other projects as assigned ie CIB Client Surveys, other business initiatives
•    Support Network Delivery through documentation facilitation (passporting)
•    Arrange for stock inspections/valuations as required 

Client Relationship Management
•    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.)

Additional Responsibilities

Client Due Diligence (CDD) and Regulatory Onboarding (e.g. FATCA, CRS, EAF)
•    Demonstrate thorough understanding of the Group’s Client Due Diligence (CDD) policies and procedures, various systems, and how it correlates with business needs. Provide input and insight into relevant policy & project discussions as required.
•    Ensure that applicable CDD standards are adhered to and all policy/ process/ procedure gaps are highlighted and resolved with relevant stakeholders and senior management on a timely basis
•    Ensure EAF is completed with required standards with nil overdue
•    Drive network onboarding processes

Account Opening and Channels
•    Work closely with Transaction Banking Implementation Manager for complex implementations as per agreed process

People & Talent 
•    Proactively identify learning programmes aligned to the role expectations (e.g. deeper understanding of banking products and client engagement ) in accordance to the CM Growth plan and individual career aspirations.

Risk Management

•    Be proactive in ensuring compliance with Bank Policies and procedures and lead preparation of client files for audit purposes
•    Ensure that Risk Management matters that are brought to the job holder’s attention are subject to direct remedial action and/or ensure adequate reporting to the relevant superiors and/or Risk Committees

Governance 

•    Responsible for assessing 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
•    Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.
•    Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative

Qualifications

•    Bachelor degree in Banking or Finance preferred.  
•    Ideally 3+ years experience in banking or other relevant environment
•    Risk & AML certified as stipulated by Bank policy for Client Manager role
•    Languages: English and/or local language skills as relevant to country requirements
•    Ability / experience building strong relationships with diverse stakeholders, work with them to deliver exceptional client service & experience while balancing robust operational management deliverables
•    Knowledge of local regulations (CDD, credit and lending, risk management)
•    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 ter

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.

Recruitment Assessments

Expected annual base pay range for the role is 130,000 USD to 155,000 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 

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers