Specialist, Client Delivery - Bengaluru, India - Standard Chartered Bank

    Standard Chartered Bank
    Standard Chartered Bank Bengaluru, India

    2 weeks ago

    Standard Chartered Bank background
    Full time
    Description

    Role Responsibilities

    Strategy*

  • Act as a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client channel issues and identify opportunities to improve overall service for the clients
  • Ensure uniform approach towards implementation of Global IMO Model and adherence to DOIs
  • 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

    • Business

  • Provide quality support and advice to Relationship Managers (RM's) within all lending units located in Standard Chartered Bank [India] on all documentation related matters, including the origination of documentation for customers where required
  • To deliver excellent service and advice to our Corporate (Corporate & Institutional Banking) & Commercial Banking clients in all interactions for their channel activation pre-transactional enquiries/setup, trainings and other channel related issues

    • People & Talent

    General

  • Perform end-to-end orchestration across all processes and services managed by IMO
  • Engage clients throughout process, ensuring seamless delivery and client experience
  • Own and drive execution of processes, working closely with 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.
  • Adheres to first-time-right principles
  • Provide insight and suggestions to improving processes, identifying opportunities to streamline and automate. Looks at ways to promote standard work and best practices.
  • Undertake ad-hoc duties and when delegated by Line Manager and Country Head of IMO

    • 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 ( FATCA, CRS) activities
  • Drive GIC and network onboarding processes
  • Respond and clear queries from Checkers / Other Specialists / Business CRM on a timely manner
  • Work in partnership with all relevant stakeholders effectively within the end-to-end CDD process
  • Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations

    • Client relationship health

  • Ensure strong knowledge of the client needs and requirements for the assigned client portfolio including prioritisation of needs for High Value Clients.
  • Deliver seamless client execution by effectively managing all day-to-day account maintenance activities and providing sound advise / resolution to client's queries / issues.
  • Ensure regular communication with CM Leads and RMs regarding any client's issues, unusual utilisation patterns and overall client satisfaction levels.
  • Effectively capture client communications via call reports.
  • Where clients' complaints are received, ensure these are appropriately logged in WorkBench in accordance to the Client Complaints Handling policy
  • Advocate client's needs and ensure rapid resolution of enquiries and complaints by collaborating within and across teams

    • Account Management & Portfolio Quality

  • Ensure appropriate risk management of the portfolio by:
  • Timely annotation of excess and past due reports
  • Minimising and rectifying document deficiencies
  • Supporting the RM in completing the client account activity reviews (AAR), ensuring transactional activities are in line withthe expected levels of activity for the client given their business profile
  • Liaising with Teams to effectively resolve CDD and GIC overdues  Ensure appropriate transactional support ensure client cash/cheques are released on time, support loan draw-downs, cash management, release of trade offerings, network account on-boarding and seek transactional approvals as necessary to facilitate faster TAT and in accordance to the bank's controls and policies.  Support the RM during account planning exercises, join client visits (where appropriate) and in preparing client briefing notes.  Collaborate with RM and Product Partners in identifying flow business opportunities

    • Drive Operational Effectiveness

  • Identify operational issues (process, policy, system, others) and share proposed solutions to CM Country Head/ Lead for resolution
  • Share feedback and insights through CM forums, team engagement sessions or surveys to strengthen best sharing practice and collaboration
  • Actively support or led initiatives at a country or global level to ensure solutions are fit for purpose and will deliver the most positive impact to our clients (example client journeys, A3 exercises)

    • Stakeholder Engagement and Collaboration

  • Share regular communication updates to RMs and clients regarding how key improvements, new requirements and changes to policies/processes are impacting them  Build strong relationships with RMs and coverage partners across the global client relationship to effectively support network requests and facilitate network delivery.  Build collaborative and effective partnership with product, support and servicing teams to improve ways of working and ensure client issues and needs are met  Leverage the global CM network to share best practices, insights and connect on shared issues and areas of interest

    • Risk, Control and Conduct

  • Take personal accountability for understanding the risk and compliance requirements of the Client Manager role  Understand and comply with all applicable laws & regulations, the Bank's policies, procedures and Group Code of Conduct  Effectively identify, escalate, mitigate and resolve risk and compliance matters  Complete all mandatory risk and compliance trainings including essential to role trainings as outlined in the CM Growth Plan

    • Mandatory Compliance Job Objective

  • Take personal responsibility for understanding the risk and compliance requirements of my role. Understand and comply with applicable laws and regulations, the Groups policies, procedures and the Group Code of Conduct.
  • Effectively identify, escalate, mitigate and resolve risk and compliance matters.
  • Contribute to a culture in which all stakeholders feel safe to raise concerns and where risk and compliance matters are addressed and misconduct appropriately dealt with.

    • Mandatory Compliance Goals

  • Take personal responsibility for understanding the risk and compliance requirements of my role. Understand and comply with applicable laws and regulations, the Groups policies, procedures and the Group Code of Conduct.
    • Effectively identify, escalate, mitigate and resolve risk and compliance

    • Risk Management

  • 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 IMO-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 [country / business unit / function/[team] 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

  • Relationship Managers, Business Heads, Clients

    • QUALIFICATIONS

    TRAINING, LICENSES, MEMBERSHIPS AND CERTIFICATIONS

  • EDUCATION GRADUATION

    • Our Ideal Candidate

  • Client Management
  • Account Opening and Maintenance