JOB SUMMARY
The role holder is responsible for the following:
- Support the implementation of Client Management Model and its agenda across the ASEAN region.
- Target improvement in frontline & client experience in terms of Efficiency, TAT, productivity, and process improvements.
- Delivery of Client Management change projects, remediation activities across the country / region
- Work closely with countries, GBS and Performance Management to ensure that ASEAN governance metrics are well under control.
- Manage the Cost and Headcount within budget.
- Delegate of Client Management, Cluster Head, ASEAN, in various meetings when required.
- Incumbent to have good working knowledge of Corporate and Investment Banking and policies & procedures around AML and CDD.
- Expected to play a key role in internal stakeholder management within ASEAN and with relevant partners in other regions and in the Group.
RESPONSIBILITIES
Strategy
- Fully understand the CIB business strategy and leadership expectations and ensure Client Management activities are effectively managed in accordance with the Bank’s strategic intent.
- Focus on service differentiation based on client segment / tiering and value. Ensure that the model is scalable, best-in-class, client-focused and fit for purpose of client delight.
- Engage all the relevant impacted teams across businesses, functions, and stakeholders to ensure Client Management seamlessly integrates into the overall TOM of CIB with minimal business disruptions.
- Ensure alignment between CIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps.
- Ensure alignment between onshore and offshore teams in accordance with the overall onshore-offshore client delivery model.
- Reinforce synergy between countries, regions and hubs, through close communication and consistency of standards.
Business
- Develop awareness of business changes, predict challenges and identify opportunities to optimise people & processes and add value to client & frontline.
- Align the priorities of Client Management with those of the business segments and region.
- Responsible for contributing to and ensuring adoption of relevant COO initiatives.
- Continuously evaluate and identify operational risk implications of business strategies and programmes, and provide guidance on any operational risk remediation actions.
- Effective relationship and key stakeholder management with and across the networks to identify and address issues/ concerns.
Processes
- Support the Cluster Head in establishing a clear and uniformed approach towards implementation of the global operating model for all Client Management related processes (CDD, Account Opening, Account Maintenance, Credit Documentation, MIS, and off-boarding), and adherence to DOIs.
- Continuously improve productivity and efficiency of processes and people.
- Drive a strong results-oriented Client Management team supported by robust data-enabled performance management tools.
- Share and replicate best practices with other Regional / Country Client Management Heads / Teams
People & Talent
- Ensure completion of all Client Management training programmes within the region for all staff executing relevant processes.
- Ensure team structure / capacity is reviewed to enable effective delivery of operations & change agendas based on the bank’s strategic focus and business needs.
- Manage headcount requests in the region.
- Track headcount and cost efficiencies against targets.
Risk Management
- Continuously evaluate and identify operational, regulatory and thematic risks, and drive the implementation of appropriate controls to mitigate these risks in country/region.
- Provide insights and highlight risks/ mitigation to governance forums, and group teams based on understanding of country & regional dynamics and MIS & analytics.
- Manage remediations as required to ensure capability, process, or data/ docs are brought up to a best-in-class standard over time.
Governance
- Track the key performance metrices across the countries in ASEAN. Facilitate right intervention to ensure that the markets are ahead of the Business Restriction Framework thresholds.
- Ensure a clear and uniformed approach towards adherence of the global operating model for all Client Management related processes, and adherence to DOIs.
- Delivering effective governance for Client Management within the region in compliance with applicable internal policies and external laws and regulations
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
- CIB Business / CIB Business Development
- CIB COO Office
- Client Management Country Heads
- Client Management CoE
- GBS Hubs / Heads
- CIB CC Ops Performance Management Team
- CIB CC Ops Business Management Team
- Risk and Control Team
Other Responsibilities
- Embed Here for good and Group’s brand and values in first line operational risk management.
Our Ideal Candidate
- 5+ years of relevant working experience in Banking domain
- Demonstrated history of applying sound judgement with critical thinking skills and courage necessary to perform a control role and maintain effective working relationships.
- Good understanding of the business – preferably on the job business experience in CIB
- Good knowledge of the region – preferably on-the job experience in the region
- Good interpersonal skills in networking and influencing decisions.
- Good communication skills – oral, written and presentation
- Strong analytical skills, detail-focused with the ability to interpret large volume of information.
- Problem solving skills with ability to influence across all levels of business.
- Relevant business experience in operations, business analysis or project management would be an advantage.
Role Specific Technical Competencies
- Analytical Thinking
- Budget Management
- Data Gathering and Reporting
- Operational Functions
- Problem Solving
- Process Improvement
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.
Recruitment Assessments
Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
Visit our careers website www.sc.com/careers
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