Associate, Client Manager

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
• Responsible for proactively managing the client account across client journeys to ensure the highest level of client service and relationship health
• 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.
• Supports the Business on the client portfolio to ensure strong client delivery execution
• Ensure alignment between CIB 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

• Deliver excellent service and advice to our Corporate & Investment Banking (“CIB”) and Business Banking (“BB”) clients in all interactions
• Ensure alignment between CIB 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

Processes

• Perform end-to-end orchestration across all processes and services managed by Client Management (onboarding, credit fulfilment and monitoring, client due diligence, static data maintenance, offboarding and client support) for the portfolio supported
• 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
• 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.)
• 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 CIB 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
• Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations
• Work closely with Product and Ops units to achieve suitable outcomes for clients
• Accountable to ensure that all facilities are set up in accordance with client instructions
• 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​​​​​​​
   
• Manage flow maintenance activities as assigned to ensure portfolio quality. The activities include but not limited to
• Annotation of Excess and Past Dues and highlighting issues to RM and CA
• Review and monitoring of ASTAR reports
• Document Deferral Waiver (DDW) requests, Temporary Excess Request (TER), and SIF for allocation of limits
• Collaterals monitoring and doc deficiency reports review
• Seek Early Alert Reporting (EAR) / CG12 waivers for overdue
• 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

Provide support to the Business by proactively:

• Supporting to prepare Account Plans, client briefing notes for senior management discussions, input to RCAF / GCAF
• Joining client visits (as appropriate) and ensuring client discussions are documented via call reports in CRMx
• Reviewing client profitability and opportunity to increase customer utilization
• Work closely with product partners and sales to understand business proposition and support prioritisation
• Partner with Investor Service Operations group and other operational teams to ensure the timely set up of client trading infrastructure (applicable for FM CM orchestrators)

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 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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Lead the Client Management Team to achieve the outcomes set out in the Bank’s Conduct Principles: Financial Crime Compliance; The Right Environment

Key Stakeholders

Internal

• Client Management teams, including in-country CET
• Client Management Enablement
• GBS Hub teams
• Account Opening Teams
• Front Office RMs
• Product Partners
• Process Owners
• Conduct & Control
• 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)

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