Associate, Client Management, Saudi
تفاصيل الوظيفة
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 the team and deliver the highest quality client service for the client tier under FI or Corporate 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 Line Manager and 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. 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. 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 ( credit documentation, account monitoring activities etc.) Client Due Diligence (CDD) and Regulatory Onboarding ( 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 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. 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 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 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 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 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 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 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. Key Stakeholders Internal Country Client Management Head Client Management teams, including in-country CET Client Management Enablement GBS Hub teams Account Opening Teams Front Office RMs Product Partners Client Lifecycle Design Management Teams Legal team; in-countries, Region and Group Credit & Risk teams; in-countries, Region and Group Lending Documentation Unit Commodities Transaction Management Unit Regional CDD Risk Managers Operational Risk Credit Documentation CoE CFCC 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 / 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 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) Role Specific Technical Competencies Manage Conduct Manage Risk Manage People Operational Process Management Data Conversion and Reporting Visit our careers website
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