Associate Director, Financing & Securities Services Client Solutions Manager at Standard Chartered Bank

Job Summary

• The role’s principal responsibility is to actively manage and maintain a strong level of satisfaction among the most important clients within Financing & Securities Services (FSS). The client base includes some of the largest global financial institutions which have extremely exacting standards and expect global best levels of client service. The jobholder’s responsibility is to understand these requirements and ensure they are delivered consistently to a high standard. You will also interact strongly with other Business Account Managers (BAMs) regionally to exchange ideas and maintain uniformity across regions.
• The role requires an in-depth understanding of each client’s business model, based on sound industry experience coupled with analysis of the client’s individual needs. Collaboration and co-operation are hallmarks of success as the jobholder often needs to bring together multiple internal parties such as regional and Country Heads of Financing & Securities Services, Head of FSS Client Solutions, Operations, Product Management, Financial Institutions, as well as external entities, to find innovative solutions to complex, often multi-market requirements. In so doing one is expected to maintain the right balance between effective cost management and sometimes bespoke solutions.
• The role is also responsible for the client relationship throughout the implementation process and will act as the single point of contact for the client during the implementation phase. He/she will participate in meetings with the client and define the solution design.

Key Responsibilities
Business Account Management

• Manages the most important Financing & Securities Services clients residing in-country
• Contributes to, and implements, the global client management strategy for Securities Services clients
• Manage existing clients to maximise their satisfaction and long-term contribution to the bottom line i.e. ensures upward trend of client satisfaction
• Retains existing business and creates opportunities for new business referrals to work alongside with Sales
• Be a trusted advisor to the client based on current and future needs to continue to develop the client relationship.
• Manages Client Due Diligence Questionnaires, Visits and completes Call Reports for each client engagement.
• Acts as country escalation point for client issues and requests

Client Services

• Responsible for serving as primary contact person for clients and internal staff for advice, client enquiries, complaints, and any other service issues. Correct channels to be followed with client complaint handling.
• Perform end of day mailbox review and management & reporting
• Deliver excellent service against agreed service standards and in line with client satisfaction criteria.
• As an internal voice of client, work together with other key internal stakeholders to solve client issues timely with no/minimal escalation and identify opportunities to improve overall service for the clients.
• Foster long lasting relationships and rapport with clients at the transactional / operational level.
• Identify opportunities for service improvement based on useful metrics and demonstrate results
• Manage existing/strategic clients to maximize client satisfaction and contribute to the client incident management by ensuring timely rectification and escalation where required. Ensure root cause analysis is completed and preventative measures are implemented effectively.
• Service level reviews conducted in a planned manner with appropriate engagement from internal stakeholders (i.e. Head Client Solutions, Sales and/or SSO participation if needed).
• Manages allocated Client Service Reviews, completes Call Reports for each client engagement.
• Plays a co-ordination role for account opening, closing and general maintenance including Channel Management for the clients allocated.
• Build trusted partnerships with clients at the daily transactional / operational level
• Creates timely market newsflashes and co-ordinates timely review and distribution to clients
• Co-ordinates & Trains Clients on Straight to Bank (S2B) Channels. Setting up of client training sessions and co-ordinating with Implementation team where needed
• Allocated Client Service Level Management (SLM) ownership and co-ordination of regular updates with operations who own the content. Ensure SLM’s are kept up to date
• Monthly internal Management Reporting of monthly query stats, client complaints, market updates

Strategy

• Works closely across the bank to ensure best in class & quality services are being provided to local BAM clients
• Works closely with Financial Institution (FI ) to align and understand client strategic growth opportunities for the local BAM clients
• Thorough understanding of clients and ability to deliver in challenging situations
• Build strong relationship and trust with local Business Account Manager (BAM) clients
• Anticipate and embrace change to retain and build a competitive edge
• Participate in relevant forums and committees to ensure that participants in these forums are adequately informed on regulatory compliance requirements.

Business

• Achieves targets for revenue retention and defence from existing mandates
• Identifies innovative solutions to clients’ requirements, maximising re-use of existing capabilities
• Identifies opportunities for growth from existing business and for referrals to work with Sales for new products and services
• Researches clients to fully understand their business model and identify innovative ways to anticipate and manage their requirements
• Monitors competitor service offerings to identify and remediate any gaps
• Adds value to client relationships by developing Management Information, enabling clients to enhance their own efficiency and interaction with Standard Chartered Bank
• Ensure query resolution within the agreed timelines with internal and external stakeholders.
• Conversant with, and due regard for, all procedures and regulations as stipulated by Standard Chartered Bank, Compliance, and the Securities and Exchange Commission (SEC)

Processes

• Acts as senior escalation point as per the agreed client matrix and takes leading role in managing issues to resolution.
• Has oversight of timely actions to remedy Service Level Agreements (SLA) breaches.
• Oversees periodic reviews of service standards and client SLAs.
• Manages important allocated client relationships.
• Monitors client survey feedback and implements appropriate actions in response.
• Ensures consistency of client management approach and collateral in all locations for which responsible
• Oversees management of BAU Due Diligence visits.
• Client complaints and any client escalations to be immediately reported to Manager.
• Ensure incidents are managed and resolved in a timely manner. Actively engage with internal stakeholders and support functions to overcome obstacles in resolution of incidents while providing timely updates to client and internally on progress made.
• Continually identify opportunities to improve client efficiency and performance, through e.g. optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities.
   

People & Talent

• Leads through example and builds appropriate culture and values as part of a team
• Sets appropriate tone and expectations from country service teams and works in collaboration with risk and control partners.
• Attend ongoing training and development.
• Objectively provides feedback to Client Service managers and provide guidance when necessary

Risk Management

• Takes responsibility for identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual and the team play in managing them
• Under Risk Management Framework – the role is responsible to act in accordance with I&CM FM-ORF guideline]
• Manage the implementation of a risk-based approach to compliance within the business, by following the Regulatory Affairs and Compliance framework, which outlines the relevant Compliance methodology to be applied.
• Assess all findings to establish trends and escalate all issues of a significant nature to the appropriate stakeholders on a timely basis (as and when these occur).

Governance

• Assesses the effectiveness of the Group’s arrangements to deliver effective governance, oversight, and controls in the business and, if necessary, oversee changes in these areas
• Maintains awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Delivers ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.
• Advise clients of all new industry developments
• Build and maintain meaningful relationships with internal and external stakeholders (for example: Business Unit management, Assurance providers, Regulators, etc.) with the aim of understanding their needs.

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 [Nigeria / Financing & Securities Services Function 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.]
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• Closely liaises with internal technology and operations teams to define common standards to adopt in managing the operational relationship with clients, under the auspices of the overall client management model
• Communicates Client Management strategy to business partners to ensure understanding of Client Management principles
• Works closely with Sales and Product Management to define client requirements and prioritise accordingly
• Facilitates client meetings with regulators and market infrastructures.

Other Responsibilities

• Embed Here for good and Group’s brand and values in [Nigeria / Financing & Securities Services business unit / Client Solutions]; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures;

Skills and Experience

• Client relationship management skills
• Highly developed knowledge of the securities industry
• Strong analytical capability
• Well-developed influencing skills
• Strong stakeholder management skills

Qualifications

• Extensive end to end knowledge of Securities Services within Financial Markets
• Strong commercial awareness and ability to spot cross sell opportunities through developments in the market and client requirements. Exceptional relationship management skills. Strong ability to manage and effectively influence multiple stakeholders.
• Strong drive for results, ability to plan, track and follow through to drive results
• Proven risk management capabilities
• Proven experience of managing change
• Thorough understanding of complex clients and ability to deliver in challenging situations
• Facilitates collaborative working across the Bank and with key industry stakeholders
• Influence internal stakeholders to implement clients’ strategic requirements
• Acts as a trusted advisor based on a long term perspective on current and future needs