Specialist Orchestration Client Management

Job Summary

The role is responsible for:

• Supports the country Client Management teams on client requirements and orchestration across processes and services managed by Client Management
• Own and drive execution of processes, working closely with country Client Management, other 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 country Client Management and Business on the client portfolio to ensure strong client delivery execution
• Ensure alignment amongst the Orchestration Client Management (OCM CoE) team, country Client Management and Business 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

Strategy

Targeted Improvements

• Act as a service partner, work together with Client Management, RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients
• Deliver excellent service against agreed service standards, delivery standards, and minimal error rates as appropriat
  
  

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 and OCM CoE destination model and DOIs.
  
  

Business

• Ensure alignment amongst the Orchestration Client Management (OCM CoE) team, country Client Management and Business with regular engagement regarding business priorities, issues, and address any gaps
• Provide quality support to Client Management and Relationship Managers (RM’s) on all documentation related matters
  
  

Processes

• Supports the country Client Management teams on client requirements and orchestration across processes and services managed by Client Management (onboarding, credit fulfilment and monitoring, client due diligence, static data maintenance, offboarding and client support) for the portfolio supported
• Proactively manage the day to day maintenance activities of the client accounts
• Own and drive execution of processes, working closely with country Client Management, other 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.
• 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 and when delegated by Line Manager and OCM CoE Head
• Demonstrate strong knowledge of client needs for the assigned client portfolio
• Build trust and strong account management support to country Client Management including but not limited to loan drawdowns, overseeing the resolution of client related complaints, issues and escalations
• Engage and coordinate with internal stakeholders, for e.g. Legal & Compliance, Credit 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
• Perform credit documentation activities for the deals
• Identify processing risks or inefficiencies and implement appropriate and effective changes
• Ensure document deficiencies are minimised and are rectified in a timely manner
• Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations
• Work closely with country Client Management, Product and Ops units to achieve suitable outcomes for clients
• Ensure that all facilities are set up in accordance with client instructions
• Support country Client Management and RM in client account activity reviews, ensuring transactional activities are aligned to the expected levels of activity for the client given their business profile
• Manage flow maintenance activities as assigned to ensure portfolio quality. The activities include but not limited to
• Annotation of Excess and Past Dues and highlighting issues to RM and CA
• Review and monitoring of ASTAR reports
• Document Deferral Waiver (DDW) requests, Temporary Excess Request (TER), and SIF for allocation of limits
• Collaterals monitoring and doc deficiency reports review
• Seek Early Alert Reporting (EAR) / CG12 waivers for overdue
• Act as escalation point for Unsettled (FX) Past Due Trades reports & Failed trades reports, working closely with Operations where relevant
• Support Loan Drawdown, Cash Managemen
  
  

People & Talent

• Provide effective orientation /guidance to new joiners on the bank’s policies/procedures/processes to ensure their successful assimilation into the team and the bank
• Develop and implement a personal learning plan with team manager, to attain necessary competencies
• Successfully complete milestones as laid out in implemented personal learning plan
  
  

Risk Management

• Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role remit
• Comply with applicable Money Laundering Prevention Procedures and report any suspicious activity to the operational risk team and Line Manager
• Ensure a clear and uniform approach towards implementation of the global operating model for all Client Management related processes, and adherence to DOIs
• Report any deviation (if any) to appropriate authorities and obtain proper dispensations
• Proactively manage risks and establish/monitor controls to improve the overall state of the risk management and operating framework.
  
  

Governance

• Ensure strong due diligence on document safekeeping and data confidentiality
• Ensure correctness of documentation prior to any dispensation from the Bank
• Ensure compliance with the internal policies and credit policies, external policies, regulatory and statutory requirements
• Undertake periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls
• Highlight significant issues/errors to team leader
  
  

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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Lead the OCM CoE team to achieve the outcomes set out in the Bank’s Conduct Principles: Financial Crime Compliance; The Right Environment
  
  

Key stakeholders

• Client Management teams
• GBS Hub teams (across CDD, CRC, CLM Ops, Product teams)
• Account Opening Teams
• Front Office RMs
• Product Partners
• Process Owners
• Conduct & Control
• Legal
• Credit & Risk teams
• Operational Risk
• CFCC
  
  

Skills And Experience

• Strong ability to positively influence stakeholders across value chain to both orchestrate and execute on processes and deliver exceptional client service and experience
• Ability to positively engage and build rapport with stakeholders
• Strong writing and presenting skills in English
• Problem solver; looks for solutions and finds ways to progress despite blockages
• Strong drive to deliver
• Has a clear understanding of the client needs and requirements
• Ability to work independently without direct supervision and able to cope with pressures from tight deadlines
• A team player with good interpersonal skills
• 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
• Business / Product Knowledge
  
  

About Standard Chartered

Were an international bank, nimble enough to act, big enough for impact. For more than 170 years, weve 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 youre 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 cant 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, youll 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 all sorts of 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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