Analyst, Client Management

Job Summary

The role is responsible for:

• Performing making activities across the Client Management processes and ensuring that client onboarding activities such as timely completion of Client Due Diligence (CDD), Credit documentation, are performed on a timely basis and first time right.
• Delivering excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate.
• Providing insight and suggestions to improving processes, identifying opportunities to streamline and automate.

Key Responsibilities

Strategy

• 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.
• 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.
• Deliver excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate.

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 destination model and DOIs.

Business

• Provide credit documentation support for the deals flowing from Corporate, Commercial & Institutional Banking (“CCIB”) and Business Banking (“BB”) clients business sector.
• Provide second level client support to resolve technical operating problems by conducting investigations, rectifying errors, including phone, email and on-site training and support.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Develop and maintain rapport with business stakeholders e.g. Product managers, Relationship managers as well as GBS Hub teams (cross functional) for superior onboarding and ongoing support to all clients.
• Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps.
• Adhere to first-time-right principles.
• Provide insight and suggestions to improving processes, identifying opportunities to streamline and automate.
• Undertake ad-hoc duties when delegated by Line Manager and Country Client Management Head.

Processes

Client Due Diligence (CDD) and Regulatory Onboarding

• Perform all relevant onboarding processes.
• Creation of CDD for New Clients & Review of CDD for Existing Clients and perform regulatory onboarding (e.g. FATCA, CRS) activities.
• Respond and clear queries from Checkers / Specialists / Business CRM on a timely manner.
• Work in partnership with all relevant stakeholders effectively within the end-to-end CDD process.
• Troubleshoot difficult cases with the relevant stakeholders. Proactively identify potential issues/ concerns and escalate to management for attention/ support.
• Generate daily / fortnightly / monthly reports for Senior Manager/ Business Head.
• Scan, upload and correctly tag documents per global documentation standards.
• Be the librarian & soft copy custodian for CDD related documents.
• Ensure timely and quality delivery of cases assigned.

Credit Documentation

• Engage and coordinate with Legal & Compliance, Credit and Clients on standard documentation requirements.
• Obtain necessary approvals for T&C deviations on standard documentation from the relevant authoriser as necessary.
• Perform credit documentation activities for the deals flowing from CCIB and BB.
• Ensure that the data sources used for the extraction of the return is correct.
• Identify processing risks or inefficiencies and implement appropriate and effective changes.
• Check and process lodgement / withdrawal in Collateral Management System (CMS).
• Registration stamping and perfection of securities & CSM updates.
• Ensure document deficiencies are minimised and are rectified in a timely manner.

Account Opening

• Log all Onboarding & Maintenance requests that flow through Client Management in GEMS.
• Be the librarian & soft copy custodian for AO documents.

Account Management & Portfolio Quality

• Manage flow maintenance activities on client portfolio as assigned.

Servicing [Static Data Maintenance, Offboarding]

• Perform relevant static data maintenance and offboarding activities including raising of SDM and offboarding requests in the system.

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 manager 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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.]

Key stakeholders

Internal

• Client Management teams
• Client Management Enablement
• GBS Hub teams
• Account Opening Teams
• Front Office RMs
• Product Partners
• Client Lifecycle Design Management Teams
• Legal
• Credit & Risk teams
• Lending Documentation Unit
• Commodities Transaction Management Unit
• Operational Risk
• CIB business
• 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).

Skills and Experience

• Manage Conduct
• Manage Risk
• Manage People
• Operational
• Process Management

Qualifications

• Meticulous; able to work quickly and accurately.
• A team player with good interpersonal skills.
• Strong drive to deliver.
• Problem solver; looks for solutions and finds ways to progress despite blockages.
• Ability to work independently and able to cope with pressures from tight deadlines.
• Good writing and presenting skills in English.

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've 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 you're 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 can't 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, you'll 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.