Associate Director, Client Management - London, United Kingdom - Standard Chartered

Description

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Role Responsibilities

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
• Drive network onboarding processes
• 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
• Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations

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
• 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
• 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

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 at a client level (if required) 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

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 Competencies

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

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 160 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with 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.

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