Associate Director, Client Delivery

• Performing checking 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
• Work closely with the makers to improve overall quality of cases
• 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

• 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

• 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

• Responsible to protect the Bank’s interest by ensuring that documentation is complete & effective, whilst assisting the RMs in their efforts to maximize revenue
• Deliver excellent service and advice to our Corporate, Commercial & Institutional Banking (CCIB) clients in all interactions and other Client Management related issues
• Maintain a good working relationship with the various Business Units, Finance, Risk, Technology and Operations community
• Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps
• Identify common error patterns and provide feedback to the value chain
• Provide insight and suggestions to improving processes, identifying opportunities to streamline and rationalization of checks performed
• Undertake ad-hoc duties and when delegated by Line Manager and Country Client Management Head

• Perform checks, ensuring that CDD and Regulatory Onboarding (e.g. FATCA, CRS) output (for both new onboarding and periodic reviews of existing customers) from Client Management Makers and Specialists (as required) adhere to policies, procedures, and country regulatory guidelines
• Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations
• Ensure documentation is scanned, uploaded and tagged as per global documentation standards
• Ensure handover of physical documentation for archival as per local requirements
• Troubleshoot difficult cases with the relevant stakeholders. Proactively identify potential issues/ concerns and escalate to management for attention/ support.
• Ensure timely and quality delivery of cases assigned
• Work closely with the makers to improve overall quality of cases

• Perform checks, ensuring that Credit Documentation output from Client Management Makers and Specialists (as required) adhere to policies and procedures
• Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures, as they relate to process, products, policies and regulations
• 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
• Ensure document deficiencies are minimised and are rectified in a timely manner
• Generate daily / fortnightly / monthly reports for Senior Manager/ Business Head

• Perform checks, ensuring that Account Opening (AO) output from Client Management Makers and Specialists (as required) adhere to policies
• Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations

• 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

• 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 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

• 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

• 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 Client Management Team to achieve the outcomes set out in the Bank’s Conduct Principles: Financial Crime Compliance; The Right Environment

• 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

• 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)

• Meticulous and with a good eye for detail
• Strong drive to deliver
• A team player with good interpersonal skills
• Ability to work independently and able to cope with pressures from tight deadlines
• Good writing and presenting skills in English

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

• 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks 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.

Standard Chartered