Client Manager

Job Summary

• Perform end-to-end orchestration across all processes and services managed by Client Management.
• Engage clients throughout the 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.

Key Responsibilities

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.

Additional Responsibilities

• Deliver excellent service and advice to our Corporate & Investment Banking (“CIB”) and Business Banking (“BB”) clients in all interactions.
• 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.
• 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 as delegated by Line Manager and Country Client Management Head.
• Demonstrate strong knowledge of client needs for the assigned client portfolio and 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.

Qualifications

• Strong ability to positively influence stakeholders across value chain to 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.
• Clear understanding of the client needs being serviced.
• Ability to work independently without direct supervision and cope with pressures from tight deadlines.
• A team player with good interpersonal skills.
• Risk & AML certified as stipulated by Bank policy (role based).

About Standard Chartered

We’re an international bank, nimble enough to act, big enough for impact. For more than 170 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.
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term.

What we offer

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