Job Summary

•    Responsible for Client Management globally with a focus on service differentiation based on client segment / tiering and value. 
•    Responsible for the alignment and process execution of GBS Hub teams that are supporting onshore Client Management teams
•    Deliver significant improvement in frontline & client experience in terms of Efficiency, TAT, productivity and process improvements.
•    Accountable for the execution of Client Lifecycle Management (CLM) processes across CDD, Entity Management, Name Screening, Static Data Maintenance, Offboarding, etc
•    Serves as the global process owner (GPO) for CLM processes
•    Responsible for the delivery of CLM/ Client Management change projects, improvement, remediation activities globally

Strategy & Business
•    Lead Client Management globally 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. 
•    Fully understand the CIB business strategy and leadership expectations and ensure Client Management activities are effectively managed in accordance with the Bank’s strategic focus
•    Right scoping the Client Management model in terms of chalking out the activity inventory, capacity estimates, process flows, R&R and appropriate resourcing. 
•    Accelerate the shift to digital and ensure the digital value proposition is aligned with clients’ needs and preferences
•    Develop awareness of business changes, predict challenges and identify opportunities to optimise people & processes and add value to client & frontline
•    Ensure alignment between CIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps. Strongly support CIB business across all segments to deliver beyond client expectations. 
•    Ensure alignment between onshore and offshore teams in accordance with the overall onshore-offshore client delivery model.
•    Drive a culture of reliance on data analytics and performance regimes that utilise predictive models to create favourable and forward-looking insights.
•    Spearhead the delivery of Client Management change projects, improvement, remediation activities globally
•    Set and manage all relevant team budgets, KPIs across client, cost, risk, and people.

Key Responsibilities

Process Execution
•    Responsible for the execution of Client Lifecycle Management (CLM) processes across CDD, Entity Management, Name Screening, Static Data Maintenance, Offboarding, etc by onshore Client Management and GBS Hub teams 
•    Identify key processes for further streamlining, work on process improvements & fine-tuning of the operating and organizational models, and ensure optimum delivery of processes in accordance with globally consistent standards, controls, and levels of conduct & valued behaviours.
•    Optimise ‘speed to market’ for all CLM/ Client Management processes with the aim to improve client experience, reduce ‘time to revenue’ without impact on control standards.
•    Continuously improve productivity and efficiency of processes and people 
•    Drive strong results-oriented Client Management teams globally supported by robust data-enabled performance management tools. 
•    Maintain oversight on the quality & timeliness of ‘Service Review Meetings’ (SRM) to be held every month between Onshore & Hub operating teams
•    Ensure roles & responsibilities and service levels are clearly defined in the Service Level Agreements (SLA) between Client Management and Business or other Functions
•    Share and replicate best practices with other Regional/ Cluster/ Country Client Management Heads
•    Drive improved ways of working across coverage, product and functional partners, leveraging relevant meetings/forums to achieve stronger cross-functional collaboration

Process Ownership
•    Serves as the global process owner (GPO) for CLM processes.
•    Responsible for the overall process performance, including process design and execution for CLM processes.
•    Identify potential failures and implement controls to mitigate associated risks.
•    Propose Gross Risk ratings to the second line of defence (2LOD)
•    Monitor and own process and control outcomes.
•    Responsible for the completion of the Risk and Control Self-Assessment (RCSA) and Top Down Review (TDR) to confirm the completeness of the risk profile and the adequacy of the control environment in managing Material Risks, including confirmation of Inherent Risk Assessment ratings
•    Propose risk rating assessments and risk treatment plans and execute approved risk treatment actions and decisions to remain within risk acceptance levels.
•    Propose a Residual Risk Acceptance (RRA), including treatment plans (TP), for elevated risks
•    Obtain sign-off for global processes from Operational Risk and relevant risk owners (Gross Risk Assessment process) before releasing new processes or amendments.
•    Agree specific dispensations to the CLM processes where appropriate (legal/regulatory only), e.g. country variations.
•    Review recommended updates from Country Process Owners (CPO) and communicate changes to CPOs as they occur.
•    Ensure process maps and DOIs are aligned
•    Implement and review key metrics and KCIs to identify issues and opportunities for improvement, and resolve these in a timely manner.
•    Conduct impact analysis of process changes with relevant stakeholders.

People and Talent 
•    Set direction and drive high performance by translating strategy into clear direction, aligning individual goals to team outcomes and providing regular, constructive feedback.
•    Develop talent and capability through coaching and career conversations that build critical skills, stretch potential and prepare individuals for future opportunities.
•    Lead by example by role-modelling the Bank’s valued behaviours, upholding strong risk and conduct standards, exercising sound judgment, and creating an inclusive team culture that supports wellbeing, values diverse perspectives, and drives accountability.

Skills and Experience

Must-have Skills    
    •    Strategic Mindset
    •    Manages Ambiguity
    •    Customer Focus 
    •    Drives Vision & Purpose
    •    Collaborates
    •    Decision Quality
    •    Operational Risk
    •    Process Management 
    •    Change Management
    •    People Management

Our Ideal Candidate

Key Experiences

• Proven ability to lead a large global organisation across multiple regions and cultures. Strong people leadership credentials and the ability to set pace and direction for a complex organisation.
• Strong understanding of Corporate & Investment Banking. Demonstrated ability to balance revenue opportunities, risk considerations and client outcomes.
• Deep understanding of client journeys and end-to-end banking processes.
• Experience operating in highly complex environments.Comfortable managing cross-border business, multiple regulatory frameworks and large stakeholder groups.
• Proven track record as a transformation or change leader. Ability to challenge existing processes and drive technology-enabled improvements. Expected to be a "change agent" rather than a caretaker leader.
• Strong influencing skills. Ability to manage senior stakeholders with competing priorities and interests.
• Strong cost management and efficiency improvement experience.Ability to optimise large operational organisations and drive productivity.
• Product experiese - Financial Markets,Transaction Banking, and complex lending. Cross-product client management environments

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.