Standard Chartered Bank SCB Jobs Team Lead Client Management

Standard Chartered Bank SCB Jobs Team Lead Client Management:

Organization: Standard Chartered Bank SCB

Position: Team Lead Client Management

Responsibilities*

Strategy*

Targeted Improvements

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
Engage a wide range of internal stakeholders for discussion in order to streamline processes and implement changes
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

Automation and Streamlining

Monitor the efficiency, effectiveness and quality of the operations from time to time and provide corresponding actions for improvement with respect to the changing business or customer needs
Accelerate the shift to digital and ensure the digital value proposition is aligned with clients’ needs and preferences
Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes
Drive adoption by the team, of the latest tools and techniques to improve performance
Adherence to changes in line with the Client Management destination model and DOIs

Business*

Fully understand the CCIB business strategy and leadership expectations and ensure Client Management activities within the team are effectively managed in accordance with the Bank’s strategic focus
Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps
Responsible for the leadership and proactive management of multiple Client Management teams and deliver the highest quality client service for the FI or Corporate segment and across the client tiers
Liaise with business units, local/group product, other supporting operations and external business partners when necessary to capture business opportunities in a timely and effective way
Support various stakeholders on regulatory and audit requests
Act as departmental coordinator for outsourcing matters. This requires detailed understanding of outsourcing policy, procedure and regulation
Maintain good working relationships with the various Business Units, Finance, Risk, Technology and Operations community
Undertake ad-hoc duties and when delegated by Country Client Management Head
Identify process improvement opportunities and work closely with management to implement the change

Processes*

General

Ensure the teams are proactively managing the relationship health of the accounts they are responsible for and delivering the highest quality client service.
Deliver quality, risk management, efficiency and effectiveness as per agreed standards & metrics
Drive relevant targets across team. Ensure that the team works collaboratively to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and within agreed service level agreements including turnaround times, productivity, and quality
Ensure work performed by team is error free with no operating losses and adheres to first-time-right principles. Contribute to the teams’ BAU productivity at the highest standards, ensuring minimal rework across the team within all processes managed.
Ensure effective and timely escalation of issues / roadblocks to Frontline and act as the main point of escalation between Client Management and Frontline
Manage document inventory, ensuring processes are in place and consistently adhered to by the team in line with global documentation standards and to enable retrieval of documentation in a timely manner
Drive robust operating rhythm across team, ensuring allocation of resources against simple vs. complex and critical activities delivers best outcomes for clients and the Bank. Proactively plan team capacity by forecasting volumes and measuring cycle times
Identify process and service improvement opportunities and work closely with management to implement changes, facilitate transfer of best practices
Drive implementation of change initiatives
Ensure that appropriate internal resources, systems, procedures, and controls are in place and are operating effectively
Resolve escalations from team, including follow-up with clients, ensuring the “once to client” rule is adhered to as much as possible
Appropriately challenge stakeholders in the value chain where necessary, facilitating resolution of complex cases and where blockages exist that impact execution
Ensure, lead, and monitor both strict adherence to regulatory requirements, and efficient preparation for Audit reviews
Responsible for appropriate and timely escalation, especially significant risk issues, to any governance committees or to other stakeholders in senior management, risk, or control functions as appropriate
Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures
Ensure roles & responsibilities and service levels are clearly defined in the Service Level Agreements (SLA) between Client Management and Business or other Functions
Share and replicate best practices with other Country Client Management Teams.
Drive improved ways of working across coverage, product and functional partners, leveraging relevant meetings/forums to achieve stronger cross-functional collaboration

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 (e.g. FATCA, CRS)

Demonstrate thorough understanding of the Group’s Client Due Diligence (CDD) policies and procedures, various systems, and how it correlates with business needs. Provide input and insight into relevant policy & project discussions as required.
Ensure that applicable CDD standards are adhered to by team and all policy/ process/ procedure gaps are highlighted and resolved with relevant stakeholders and senior management on a timely basis
Ensure all staff are adequately trained on policies & procedures. Ensure only staff accredited to handle CDD (including relevant Correspondent Banking accreditations) are granted access to the system and execute CDD activities
Drive network onboarding processes

Credit Documentation

Provide inputs into the Credit Issues Committee (CIC) pack, working closely with the Enablement team to ensure outcomes and relevant actions are completed within timelines
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
Ensure document deficiencies are minimised and are rectified in a timely manner

Account Opening and Channels

Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations
Facilitate Channels onboarding, on-going maintenance activities including training and post implementation service support to our Straight2Bank clients
Work closely with Transaction Banking Implementation Manager for complex implementations as per agreed process
Provide Straight2Bank training to client for implementations via phone, web-ex, face to face
Document Archival (hard and soft copies)

Account Management & Portfolio Quality

Manage flow maintenance activities on client portfolio as assigned
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
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 staff are adequately trained to support both existing and any new requirements
Provide/ secure / enable access to relevant role-specific and general training to the team
Manage talent and hiring across Client Management, ensuring high performance team and bench strength. Own the development of the individuals within the team, using performance management and staff development to provide a deep pool of talent and opportunities for individual growth
Conduct regular 1-1s to review individual KPIs and provide feedback on an ongoing basis
Collaborate with members of the team and plan individual training to be completed over the P3 cycle, to achieve required competencies
Enable team to function optimally, providing guidance and coaching to members. Drive and encourage cross-training and mentorship, facilitating interchange of best practices amongst team members and across teams
Manage and control overall attrition at acceptable level. Attrition of top performers to be managed. Minimize key man risks within team.
Develop succession plan for self and for all critical resources in the team

Risk Management*

Demonstrate high level of preparedness by self and team for any Audit and ensure NIL audit failures/ NIL adverse audits grading in reviews
Understand the risk and control environment in their area of responsibility and drive rectification as required. Develop awareness of changes in the policy and regulatory environment, predict challenges and identify initiative opportunities to manage change implementation at the right time
Ensure that Risk Management matters that are brought to the job holder’s attention are subject to direct remedial action and/or ensure adequate reporting to the relevant superiors and/or Risk Committees
Proactively manage risks and establish/monitor controls to improve the overall state of the risk management and operating framework and across team
Provide crisis management support on behalf of Country Client Management Head for ad hoc control and procedural issues
Support the framework for effective management of operational risks across the Business and compliance with applicable internal policies, and external laws and regulations

Governance *

Effective management of Client Management teams to provide support for the business
Ensure CST scores are maintained within thresholds. Ensure rework is closely monitored and controlled. Conduct monthly rework forums to discuss repeat themes and arrive at corrective actions involving Client Management. Ensure NIL observations in Control Assurance (CA) review
Ensure robust performance management in place using relevant Productivity / Performance MIS. Monthly, quarterly and annual review discussions to be completed by stipulated timelines
Ensure that appropriate internal resources, systems, procedures, and controls are in place and are operating effectively and timely reporting/escalation of significant risk issues to senior management
Ensure there are appropriate frameworks in place to guarantee that Client Management team functions within the Group’s risk appetite and relevant risks are appropriately managed in conjunction with management, direct reports, and other stakeholders.
Ensure, lead, and monitor both strict adherence to regulatory requirements, and also efficient preparation for Audit reviews
Fulfil supervisory responsibilities in line with supervisory principles
Maintain oversight on quality & timeliness of ‘Service Review Meetings’ (SRM) to be held every month between business Teams & Hub or Country CETs
Manage in country or other remediation’s as required to ensure gaps in capability, process or data/docs are brought up to a best-in-class standard over time
Utilize metrics and the agreed service standards to drive decisions and improve operational service excellence

Key stakeholders*

Qualifications*

Training, licenses, memberships and certifications

Ability / experience managing individuals or teams
Ability to build strong relationships with diverse stakeholders, work collaboratively with them to deliver exceptional client service & experience while balancing robust operational management
Ability to directly influence stakeholders across value chain to secure resources and buy-in required to deliver operational and client service targets
Ability to understand and derive insights & improvement opportunities from MIS and performance data
Strong drive to deliver
Ability to positively engage and build rapport with clients
Has a clear understanding of the client needs being serviced; able to articulate and align team to them
Knowledge and experience in relevant processes managed by Client Management
Sound knowledge of local regulations (CDD, credit and lending, risk management)
Superior writing and presentation skills in English
Risk & AML certified as stipulated by Bank policy (role based)

Job: Operations
Schedule: Full-time
Employee Status: Permanent
Unposting Date: 03/Jan/2024, 11:59:00 PM
Location: Karachi Apply

Standard Chartered Bank SCB Jobs Team Lead Client Management