Job Summary

•    Deliver the highest quality client service for the client tier under FI.
•    Proactively manage client accounts on day-to-day maintenance activities to ensure excellent client service and relationship health. 
•    Get clients to the point of ready-to-transact as quickly as possible and within agreed service level agreements including turnaround times, productivity, and quality.
•    Support GAMs on aligned client portfolio to ensure strong client delivery execution.

Key Responsibilities

Strategy
Targeted Improvements
•    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
•    Engage a wide range of internal stakeholders for discussion to streamline processes and implement changes
•    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

Automation and Streamlining
•    Monitor the efficiency, effectiveness, and quality of the operations from time to time and provide corresponding actions for improvement with respect to the changing business or customer needs
•    Accelerate the shift to digital and ensure the digital value proposition is aligned with clients’ needs and preferences
•    Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes

Business
•    Ensure the highest level of client service and risk mitigation through proactive client account management support with client on-boarding, credit monitoring (liaising with CA COE) and flow maintenance.
•    Actively engage and collaborate with Clients, GAMs, 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, 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.

Processes
General 
•    Proactively managing the relationship health of the accounts you are responsible for and delivering the highest quality client service. 
•    Deliver quality, risk management, efficiency, and effectiveness as per agreed standards & metrics
•    Work collaboratively 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.
•    Ensure adherence to all internal/regulatory policies & regulations.
•    Appropriately challenge stakeholders in the value chain where necessary, facilitating resolution of complex cases and where blockages exist that impact execution
•    Responsible for appropriate and timely escalation, especially significant risk issues, to any governance committees or to other stakeholders in senior management, risk, or control functions as appropriate.

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.).

Client Due Diligence (CDD) and Regulatory Onboarding (e.g., FATCA, CRS)
•    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.
•    Ensure all Enterprise Appropriateness Framework (EAF) items are completed in a timely manner. Achieve 0% overdue rate for all EAF’s in portfolio.
•    Drive network onboarding processes.

Credit Documentation
•    Provide inputs into the Credit Issues Committee (CIC) pack, working closely with the Enablement team to ensure outcomes and relevant actions are completed within timelines.
•    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.
•    Ensure document deficiencies are minimised and are rectified in a timely manner.

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

Account Management & Portfolio Quality
•    Annotate on past dues and excesses daily in portfolio and ensure waivers are raised when needed. Ensure excesses/past dues are regularized on time and cash/cheques are released on time. Any exceptions to be highlighted to the RM and CA.
•    Act as escalation point for Unsettled (FX) Past Due Trades reports & Failed trades reports, working closely with Operations where relevant.
•    Attend ASTAR Review meetings as appropriate and participate in relevant business meetings, forums or committees as required.
•    Manage any client related data queries and remediation efforts, including first level escalations on account maintenance activities.
•    Ensure general portfolio hygiene of client data from a quality control perspective (e.g., correct client tagging, limit information, segment classification etc. in SCI, CRMx, and Client Central).
•    Ensure LTP’s are addressed accurately and in a timely manner. Collaborate with TB when confirming pricing and obtaining any breach approvals. Working alongside CAs on limit allocations.
•    Provide support / lead on key projects aimed at improving processes, tools, and the client experience.

People & Talent 
•    Proactively provide mentoring / coaching to other Client Managers and volunteer for key CM improvement initiatives

Risk Management
•    Demonstrate high level of preparedness by self and team for any Audit and ensure NIL audit failures/ NIL adverse audits grading in reviews 
•    Understand the risk and control environment in their area of responsibility and drive rectification as required. Develop awareness of changes in the policy and regulatory environment, predict challenges and identify initiative opportunities to manage change implementation at the right time
•    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 
•    Ensure CST scores are maintained within thresholds. Ensure rework is closely monitored and controlled. Conduct monthly rework forums to discuss repeat themes and arrive at corrective actions involving Client Management. Ensure NIL observations in Control Assurance (CA) review.
•    Ensure that appropriate internal resources, systems, procedures, and controls are in place and are operating effectively and timely reporting/escalation of significant risk issues to senior management.
•    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 manner.
•    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.

Regulatory & Business 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.
•    Strive for the outcomes set out in the Bank’s Conduct Principles: Financial Crime Compliance; The Right Environment. 
•    Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct and compliance matters.

Key stakeholders
Internal
•    Country Client Management Head
•    Client Management teams, including in-country CET
•    Client Management Enablement
•    GBS Hub teams
•    Account Opening Teams
•    Front Office RMs
•    Product Partners
•    Client Lifecycle Design Management Teams 
•    Legal team; in-countries, Region and Group
•    Credit & Risk teams; in-countries, Region and Group
•    Lending Documentation Unit
•    Regional CDD Risk Managers
•    Operational Risk
•    Credit Documentation CoE
•    CFCC

External
•    Clients
•    Legal Firms, Audit

Skills and Experience

Technical Competencies
•    Manage Conduct 
•    Manage Risk
•    Operational
•    Process Management
•    Data Conversion and Reporting
•    Strategy and Business Model
•    Market Knowledge
•    Products and Processes
•    Business Partnering
•    Sales - Relationship Management
•    Information Systems - Applications & PC Skills

Leadership Competencies
•    Spot Opportunities
•    Solve Problems
•    Take the Lead
•    Build Resilience
•    Collaborate
•    Communicate
•    Deliver Sustainably
•    Achieve Results

Qualifications

•    Ability to build strong relationships with diverse stakeholders, work collaboratively with them to deliver exceptional client service & experience while balancing robust operational management
•    Ability to directly influence stakeholders across value chain to secure resources and buy-in required to deliver operational and client service targets
•    Ability to understand and derive insights & improvement opportunities from MIS and performance data
•    Strong drive to deliver
•    Ability to positively engage and build rapport with clients
•    Has a clear understanding of the client needs being serviced.
•    Knowledge and experience in relevant processes managed by the Client Management team
•    Sound knowledge of local regulations (CDD, credit and lending, risk management)
•    Superior writing and presentation skills in English
•    Risk & AML certified as stipulated by Bank policy (role based)

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 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 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.