Client Manager at Standard Chartered Bank

JOB SUMMARY:

The role is responsible for:

• Perform end-to-end orchestration across all processes and services managed by Client Management.
• Engage clients throughout process, ensuring seamless delivery and client experience.
• Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases.
• Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps.
• Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes.

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.
• 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.
• Deliver excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate.

Automation and Streamlining:

• Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes.
• Adherence to changes in line with the Client Management destination model and DOIs.

Business:

• Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps.
• Provide quality support and advice to Relationship Managers (RM’s) within all lending units on all documentation related matters, including the origination of documentation for customers where required.
• Deliver excellent service and advice to our Corporate, Commercial & Institutional Banking (“CCIB”) and Banking and Business Banking (“BB”) clients in all interactions for their channel activation pre-transactional enquiries/setup, trainings and other channel related issues.

Processes:

General:

• Perform end-to-end orchestration across all processes and services managed by Client Management.
• Engage clients throughout process, ensuring seamless delivery and client experience.
• Proactively manage the relationship health and day to day maintenance activities of the client accounts and deliver the highest quality client service.
• Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases.
• Adhere to first-time-right principles.
• Provide insights and suggestions to improving processes, identifying opportunities to streamline and automate. Look at ways to promote standard work and best practices.
• Undertake ad-hoc duties and when delegated by Line Manager and Country Client Management Head

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:

• Perform all relevant onboarding processes.
• Creation of CDD for New Clients & Review of CDD for Existing Clients and perform regulatory onboarding (e.g. FATCA, CRS) activities.
• Drive network onboarding processes.
• Conduct checks on CDD as applicable.
• Respond and clear queries from Checkers / Other Specialists / Business CRM on a timely manner.
• Work in partnership with all relevant stakeholders effectively within the end-to-end CDD process.
• Where serving as a checker, perform checks on CDD output from Client Management Makers, ensuring they adhere to policies and standard work.
• Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulation.

Credit Documentation:

• 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.
• Obtain necessary approvals for T&C deviations on standard documentation from the relevant authoriser as necessary.
• Perform credit documentation activities for the deals flowing from CCIB and BB.
• Conduct checks on Credit Documentation output as applicable.
• Ensure that the data sources used for the extraction of the return is correct.
• Identify processing risks or inefficiencies and implement appropriate and effective changes.
• Ensure document deficiencies are minimised and are rectified in a timely manner.

Account Opening and Channels:

• Perform relevant account opening activities, working closely with the relevant onshore and Hub teams to deliver fast set-up of all relevant systems.
• Deliver excellent service and advice to our CCIB and BB clients in all interactions for their Straight2Bank channel activation pre-transactional enquiries/setup, training, and other channel related issues.
• Accept and arrange processing of various channels (Straight2Bank) and related products and services setup requests for CCIB and BB clients; including internal setups e.g. for Client Access, Transaction Banking (TB) implementation testing setups, various internal operations unit’s setups relevant to channels activation.
• Conduct checks on activities, documentation, and output (by other specialists or makers) within the account opening and channels activation processes as applicable.
• Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.

Account Management & Portfolio Quality:

• Manage flow maintenance activities on- client portfolio as assigned.
• Annotate on past dues and excesses daily. 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.
• Support Loan Drawdown, Cash Management, LTP Trades (FI) and release of Trade Offerings.
• Attend ASTAR Review meetings as appropriate and participate in relevant business meetings, forums or committees as required.

Servicing [Static Data Maintenance, Offboarding]:

• Perform relevant static data maintenance and offboarding activities including raising of SDM and offboarding requests in the system.

People & Talent: 

• Provide effective orientation /guidance to new joiners on the bank’s policies/procedures/processes to ensure their successful assimilation into the team and the bank.
• Develop and implement a personal learning plan with team manager, to attain necessary competencies.
• Successfully complete milestones as laid out in implemented personal learning plan.

Risk Management:

• Support the RM in reviewing client account activity reviews, ensuring transactional activities are aligned to the expected levels of activity for the client given their business profile.
• Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role remit.
• Comply with applicable Money Laundering Prevention Procedures and report any suspicious activity to the operational risk team and Line Manager.
• Ensure a clear and uniform approach towards implementation of the global operating model for all Client Management related processes, and adherence to DOIs.
• Report any deviation (if any) to appropriate authorities and obtain proper dispensations.
• Proactively manage risks and establish/monitor controls to improve the overall state of the risk management and operating framework.

Governance:

• Ensure strong due diligence on document safekeeping and data confidentiality.
• Ensure correctness of documentation prior to any dispensation from the Bank.
• Ensure compliance with the internal policies and credit policies, external policies, regulatory and statutory requirements.
• Undertake periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls.
• Highlight significant issues/errors to team leader.

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 the Client Management Team to achieve 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:

• 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
• Credit & Risk teams
• Lending Documentation Unit
• Commodities Transaction Management Unit
• Operational Risk
• Transaction Banking (Trade, Security Services, and Cash Management) Implementation Managers
• CFCC
• Credit Documentation CoE

Other Responsibilities:

• Embed Here for good and Group’s brand and values in the Client Management Team.
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
• Multiple functions (double hats); where applicable.

Our Ideal Candidate:

• Strong ability to positively influence stakeholders across value chain to both orchestrate and execute on processes and deliver exceptional client service and experience.
• Ability to positively engage and build rapport with clients.
• Strong writing and presenting skills in English.
• Problem solver; looks for solutions and finds ways to progress despite blockages.
• Strong drive to deliver.
• Has a clear understanding of the client needs being serviced.
• Ability to work independently without direct supervision and able to cope with pressures from tight deadlines.
• A team player with good interpersonal skills.
• Risk & AML certified as stipulated by Bank policy (role based).

Role Specific Technical Competencies:

• Manage Conduct
• Manage Risk
• Manage People
• Operational
• Process Management
• Data Conversion and Reporting
• Business / Product Knowledge