The role is responsible for:

• Performing making activities across the Client Management processes and ensuring that client onboarding activities such as timely completion of Client Due Diligence (CDD), Credit documentation, arrange processing of various channels and related products and services setup requests are performed on a timely basis and first time right
• Delivering excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate
• Providing insight and suggestions to improving processes, identifying opportunities to streamline and automate

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

• Provide credit documentation support for the deals flowing from Corporate, Commercial & Institutional Banking (“CCIB”) clients business sector
• Provide second level client support to resolve technical operating problems by conducting investigations, rectifying errors, including phone, email and on-site training and support
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters
• Develop and maintain rapport with business stakeholders e.g. Transaction Banking (TB) Implementation Managers, Product managers, Relationship managers as well as GBS Hub teams (cross functional) for superior onboarding and ongoing support to all clients
• Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps
• Adhere to first-time-right principles
• Provide insight and suggestions to improving processes, identifying opportunities to streamline and automate
• Undertake ad-hoc duties and when delegated by Line Manager and Country Client Management Head

Processes

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
• Respond and clear queries from Checkers / Specialists / Business CRM on a timely manner
• Work in partnership with all relevant stakeholders effectively within the end-to-end CDD process
• Troubleshoot difficult cases with the relevant stakeholders. Proactively identify potential issues/ concerns and escalate to management for attention/ support.
• Generate daily / fortnightly / monthly reports for Senior Manager/ Business Head
• Scan, upload and correctly tag documents per global documentation standards
• Be the librarian & soft copy custodian for CDD related documents
• Ensure timely and quality delivery of cases assigned

Credit Documentation

• 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
• 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
• To check and process lodgement / withdrawal in Collateral Management System (CMS)
• Registration stamping and perfection of securities & CSM updates
• Ensure document deficiencies are minimised and are rectified in a timely manner

Account Opening and Channels

• Accept and arrange processing of various channels (Straight2Bank) and related products and services setup requests for CCIB 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
• Manage non-complex implementations and standard maintenance requests end to end (i.e. those implementations without a TB Implementation Manager assigned)
• Log all Onboarding & Maintenance requests that flow through Client Management in GEMS
• Perform /maintain oversight of recompilation controls around vasco tokens and documents
• Be the librarian & soft copy custodian for AO documents

Account Management & Portfolio Quality

• Manage flow maintenance activities on client portfolio as assigned

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

• 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 manager 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
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters

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 , 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
• Front Office RMs
• Product Partners
• Client Lifecycle Design Management Teams
• Legal
• Credit & Risk teams
• Lending Documentation Unit
• Commodities Transaction Management Unit
• Operational Risk
• CFCC

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

Qualifications

TRAINING, LICENSES, MEMBERSHIPS AND CERTIFICATIONS

• Meticulous; able to work quickly and accurately
• A team player with good interpersonal skills
• Strong drive to deliver
• Problem solver; looks for solutions and finds ways to progress despite blockages
• Ability to work independently and able to cope with pressures from tight deadlines
• Good writing and presenting skills in English

Our Ideal Candidate

• Manage Conduct
• Manage Risk
• Manage People
• Operational
• Process Management