Analyst, Client Management CET Summary

Delivering excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate

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, arrange processing of various channels and related products and services setup requests 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
Strategy

Targeted Improvements

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. Ensure that the model is scalable, best-in-class, client-focused and fit for purpose of client delight
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”) 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. Transaction Banking (TB) Implementation Managers, 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 and 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 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 flowing from CCIB
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
To 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 and Channels

Accept and arrange processing of various channels (Straight2Bank) and related products and services setup requests for CCIB clients; including internal setups e.g. for Client Access, Transaction Banking (TB) implementation testing setups, various internal operations unit’s setups relevant to channels activation
Manage non-complex implementations and standard maintenance requests end to end (i.e. those implementations without a TB Implementation Manager assigned)
Log all Onboarding & Maintenance requests that flow through Client Management in GEMS
Perform /maintain oversight of recompilation controls around vasco tokens and documents
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. This includes understanding and ensuring compliance with, in letter and , 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

Client Management teams, including in-country CET
Client Management Enablement
GBS Hub teams
Front Office RMs
Product Partners
Client Lifecycle Design Management Teams
Legal
Credit & Risk teams
Lending Documentation Unit
Commodities Transaction Management Unit
Operational Risk
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
Qualifications

TRAINING, LICENSES, MEMBERSHIPS AND CERTIFICATIONS

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
Our Ideal Candidate

Manage Conduct
Manage Risk
Manage People
Operational
Process Management