About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East. To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good. We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.The Role ResponsibilitiesRole summaryManages the most important SS TB clients residing in-country
Contributes to, and implements, the global client management strategy for SS clients
Manage existing clients to maximise their satisfaction and long-term contribution to the bottom line i.e. ensures upward trend of client satisfaction
Retains existing business and creates opportunities for new business referrals to work alongside with Sales
Be a trusted advisor to the client based on current and future needs in order to continue to develop the client relationship
Acts as country escalation point for client issues and requests
Newsflash / Client Communication Management – India - Responsible for preparation, accuracy, completeness and timely posting of Newsflashes and other client communications related to market and regulatory developments
StrategyWorks closely across the bank to ensure best in class & quality services are being provided to local BAM clients
Works closely with FI to align and understand client strategic growth opportunities for the local BAM clients
Ensures consistent levels of service are provided to clients
Thorough understanding of clients and ability to deliver in challenging situations
Build strong relationship and trust with local BAM clients
Anticipate and embrace change to retain and build a competitive edge
BusinessHelps the unit to achieve targets for revenue retention and defence from existing mandates
Identifies innovative solutions to clients’ requirements, maximising re-use of existing capabilities
Identifies opportunities for growth from existing business and for referrals to work with Sales for new products and services
Researches clients to fully understand their business model and identify innovative ways to anticipate and manage their requirements
Monitors competitor service offerings to identify and remediate any gaps
Adds value to client relationships by developing MI, enabling clients to enhance their own efficiency and interaction with SCB
Maintains appropriate commercial balance between needs of clients and long term profitability / efficiency of the business
ProcessesActs as senior escalation point as per the agreed client matrix and takes leading role in managing issues to resolution.
Personally manages important client relationships
Monitors client survey feedback and implements appropriate actions in response
Ensures consistency of client management approach and collateral in all locations for which responsible
Oversees management of BAU DD branch visits.
Has oversight of timely actions to remedy SLM breaches.
Oversees periodic reviews of service standards and client SLMs.
People and Talent
Leads through example and builds appropriate culture and values as part of a team
Sets appropriate tone and expectations from country service teams and works in collaboration with risk and control partners.
Attend ongoing training and development;
Objectively provides feedback to CS managers and provide guidance when necessary
Risk ManagementTakes 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
[Under Risk Management Framework – the role is responsible to act in accordance with I&CM TB-ORF guideline]
GovernanceAssesses 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
Maintains awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
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 ConductDisplays exemplary conduct and lives by the Group’s Values and Code of Conduct.
Takes 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.
Work to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients, Financial Crime Prevention, The Right Environment.
Effectively and collaboratively identifies, escalates, mitigates and resolves risk, conduct and compliance matters.
Key StakeholdersClosely liaises with ITO to define common standards for ITO to adopt in managing the operational relationship with clients, under the auspices of the overall client management model
Communicates Client Management strategy to business partners to ensure understanding of Client Management principles
Works closely with I & I Sales and Product Management to define client requirements and prioritise accordingly
Facilitates client meetings with regulators and market infrastructures..
Other ResponsibilitiesEmbeds Here for good and Group’s brand and values,
Performs other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
Act as a role model, behaving with integrity and demonstrating exemplary conduct
Our Ideal CandidateExtensive end to end knowledge of Securities Services within Transaction Banking
Strong commercial awareness and ability to spot cross sell opportunities through developments in the market and client requirements. does not make sense, should add & ability to spot cross sell opportunities. local Exceptional relationship management skills. Strong ability to manage and effectively influence multiple stakeholders.
Strong drive for results, ability to plan, track and follow through to drive results
Strong programme management skills, attention to detail and diligence in execution
Proven capabilities in growing businesses and developing franchise
Proven risk management capabilities
Proven experience of managing change
Thorough understanding of complex clients and ability to deliver in challenging situations
Facilitates collaborative working across the Bank and with key industry stakeholders
Influence internal stakeholders to implement clients strategic requirements
Acts as a trusted advisor based on a long term perspective on current and future needs