Associate, Client Delivery Specialist

JOB SUMMARY
The role is responsible for:
• Deliver the highest quality client service for the client tier under FI or Corporate
• 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 alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps.
• Ensuring uniform approach towards the implementation of Client Management model in the country with a focus on service differentiation based on client tiering and value
• Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes
RESPONSIBILITIES
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.
• 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
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
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
• Support the framework for effective management of operational risks across the Business and compliance with applicable internal policies, and external laws and regulations
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.
• 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.
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
Our Ideal Candidate
• 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 the Client Management team
• 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)
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