JOB SUMMARY
The role’s principal responsibility is to actively manage and maintain a strong level of satisfaction among the most important clients within Financing & Securities Services (FSS) globally. The client base includes some of the largest global financial institutions which have extremely exacting standards and expect global best levels of client service. The job holder’s responsibility is to understand these requirements and ensure they are delivered consistently to a high standard. He/she will also interact strongly with other Business Account Managers (BAMs) regionally to exchange ideas and maintain uniformity across regions.
The role requires an in-depth understanding of each client’s business model, based on sound industry experience coupled with analysis of the client’s individual needs. Collaboration and co-operation are hallmarks of success as the jobholder often needs to bring together multiple internal parties such as regional and country heads of FSS, Operations, Product Management, Financial Institutions, as well as external entities, to find innovative solutions to complex, often multi-market requirements. In so doing he /she is expected to maintain the right balance between effective cost management and sometimes bespoke solutions.
Success factors will include hard targets for retention of existing revenue. Client satisfaction is a key factor in expanding existing FSS relationships and maintaining a strong pipeline of potential new business from existing clients, will work together with FSS Relationship Managers and Sales to convert, is another key success factor.
The role is also responsible for the client relationship throughout the implementation process and will act as the single point of contact for the client during the implementation phase. He/she will participate in meetings with the client and define the solution design.
Role Summary
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Manages the most important FSS clients residing in-country
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Independently implements local client accounts and collaborates with global implementation teams on complex multi-market client accounts
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Contributes to, and implements, the global client management strategy for FSS clients
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Manage existing clients to maximise their satisfaction and long-term contribution to the bottom line i.e. ensures upward trend of client satisfaction
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Retains existing business and creates opportunities for new business referrals to work alongside with Sales
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Be a trusted advisor to the client based on current and future needs to continue to develop the client relationship
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Acts as country escalation point for client issues and requests
Strategy
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Works closely across the bank to ensure best in class & quality services are being provided to local BAM clients
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Works closely with FI to align and understand client strategic growth opportunities for the local BAM clients
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Ensures consistent levels of service are provided to clients
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Thorough understanding of clients and ability to deliver in challenging situations
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Build strong relationship and trust with local BAM clients
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Anticipate and embrace change to retain and build a competitive edge
Business
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Achieves targets for revenue retention and defence from existing mandates
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Identifies innovative solutions to clients’ requirements, maximising re-use of existing capabilities
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Identifies opportunities for growth from existing business and for referrals to work with FSS RMs and Sales for new products and services
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Researches clients to fully understand their business model and identify innovative ways to anticipate and manage their requirements
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Monitors competitor service offerings to identify and remediate any gaps
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Adds value to client relationships by developing MI, enabling clients to enhance their own efficiency and interaction with SCB
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Maintains appropriate commercial balance between needs of clients and long-term profitability / efficiency of the business
Processes
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Acts as senior escalation point as per the agreed client matrix and takes leading role in managing issues to resolution.
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Personally manages important client relationships
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Monitors client survey feedback and implements appropriate actions in response
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Ensures consistency of client management approach and collateral in all locations for which responsible
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Oversees management of BAU Due Diligence (DD) branch visits.
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Has oversight of timely actions to remedy SLM breaches.
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Oversees periodic reviews of service standards and client SLMs.
People & Talent
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Leads through example and builds appropriate culture and values as part of a team
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Sets appropriate tone and expectations from country service teams and works in collaboration with risk and control partners.
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Attend ongoing training and development.
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Objectively provides feedback to Client Service Managers and provide guidance when necessary
Risk Management
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Takes responsibility for identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual and the team play in managing them
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Under Risk Management Framework – the role is responsible to act in accordance with our Bank and departmental policies.
Governance
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Assesses the effectiveness of the Group’s arrangements to deliver effective governance, oversight, and controls in the business and, if necessary, oversee changes in these areas
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Maintains awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
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Delivers ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.
Regulatory & Business Conduct
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Display exemplary conduct and live by the Group’s Values and Code of Conduct.
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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.
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Lead the Hong Kong Financing & Securities Services Client Solutions to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.
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Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key Stakeholders
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Closely liaises with internal technology and operations teams to define common standards to adopt in managing the operational relationship with clients, under the auspices of the overall client management model
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Communicates Client Solutions strategy to business partners to ensure understanding of Client Management principles
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Works closely with FSS RMs, Sales and Product Management to define client requirements and prioritise accordingly
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Facilitates client meetings with regulators and market infrastructures.
Other Responsibilities
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Embed Here for good and Group’s brand and values in Hong Kong Financing & Securities Services Client Solutions
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Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures
Our Ideal Candidate
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Extensive end to end knowledge of Financing & Securities Services within Financial Markets
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Strong commercial awareness and ability to spot cross sell opportunities through developments in the market and client requirements. Exceptional relationship management skills. Strong ability to manage and effectively influence multiple stakeholders.
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Strong drive for results, ability to plan, track and follow through to drive results
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Strong programme management skills, attention to detail and diligence in execution
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Proven capabilities in growing businesses and developing franchise
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Proven risk management capabilities
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Proven experience of managing change
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Thorough understanding of complex clients and ability to deliver in challenging situations
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Facilitates collaborative working across the Bank and with key industry stakeholders
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Influence internal stakeholders to implement clients’ strategic requirements
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Knowledge in Digital Asset / Crypto will be a plus