Country Head of Client Management

Job Summary

Build Own Operate (BOO) Client Management in the country in accordance with globally consistent standards, controls, and levels of conduct & valued behaviours. Deliver significant improvement in frontline & client experience in terms of TAT, productivity, and process improvements. Embed appropriate risk culture and standards of excellence. This will include strong emphasis and focus on :

Effective delivery of quality client service based on client segment and tiering differentiation

Efficient management of client account maintenance activities

Accurate and efficient credit and client onboarding, management and offboarding processes

Heightened awareness of AML risk, and associated controls

Effective first line risk management; credit and AML risk monitoring and remediation

Oversight of the execution of CDD

Management of quality Static Data

Expansion into other process to support business and risk control objectives

Responsibilities Strategy & Execution

Lead the implementation of Client Management in the country with a 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

Right scoping the Client Management model in terms of chalking out the activity inventory, capacity estimates, process flows, R&R and appropriate resourcing

Engage all the relevant impacted teams across businesses, functions, and stakeholders to ensure Client Management seamlessly integrates into the overall TOM of CCIB with minimal business disruptions

Fully understand the CCIB business strategy and leadership expectations and ensure Client Management activities are effectively managed in accordance with the Bank’s strategic focus

Accelerate the shift to digital and ensure the digital value proposition is aligned with clients’ needs and preferences

Lead local capabilities for onboarding and client management activities (cross border documentation)

Ensure alignment between CCIB 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

Spearhead the delivery of Client Management change projects, improvement, remediation activities in the country

Continuously work on the expansion of the scope of Client Management including more processes and business segments, geographies

Business

Lead an end-to-end Client Management model for the country and strongly support CCIB frontline to deliver beyond client expectations

Ensure that the Client Management team is ably equipped with the best-in-class MIS, Performance Management tools, and utility functions

Set and manage all relevant team budgets

Develop awareness of business changes, predict challenges, and identify opportunities to optimise people & processes and add value to client & frontline

Serve as a thought leader for the processes under Client Management within the country

Align the priorities of Client Management with those of the business segments and country

Close collaboration with Group, Region and Country business and function stakeholders, shared utilities, and other networks to achieve transparency and consistency of execution of the end state operating model, maintaining exemplary levels of conduct

Effective relationship and key stakeholder management with and across the networks to identify and address issues / concerns

Act as the point of escalation for day-to-day client account maintenance activities to mitigate unnecessary RM involvement wherever possible. Exercise appropriate judgement on escalation items and engage the relevant internal stakeholders (Credit, Risk, Ops Heads) to resolve locally or elevate to Regional / Global CM Heads for thematic, organisational issues beyond the scope of country resolution

Ensure thematic country client issues are raised to the Country Business Head for Client Experience forum discussions

Ensure appropriate team capacity management to align with business and portfolio changes and engage the CC Country Head to address any gaps / issues

Ensure overall client portfolio hygiene is maintained for the Client Management team and the team as a whole is adhering to the Bank’s policies and procedures.

Processes

Establish a clear and uniform approach towards implementation of the global operating model for all Client Management related processes (CDD, Account Opening, Account Maintenance, S2B activation, Credit Documentation, MIS, and off-boarding), and adherence to DOIs

Identify key processes for further streamlining, work on process improvements & fine-tuning of the operating and organizational models, and ensure optimum delivery of processes in accordance with globally consistent standards, controls, and levels of conduct & valued behaviours

Optimise ‘speed to market’ for all Client Management processes with the aim to improve client experience, reduce ‘time to revenue’ without impact on control standards across the country

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.

Maintain oversight on and participate in the quality & timeliness of ‘Service Review Meetings’ (SRM) to be held every month between Business Teams & Country operating teams

Ensure roles & responsibilities and service levels are clearly defined in the Service Level Agreements (SLA) between Client Management and Business or other Functions

Share and replicate best practices with other Country Client Management Heads / Teams.

Drive Client Management discipline in logging client complaints in accordance with the Bank’s Complaints Policy and ensure the team fully understand their obligation to capture client complaints in WorkBench.

Review relevant client team portfolio data / reports (ASTAR, Excess & Past Dues / WorkBench modules, SCI, CRC / Credit, ACBS / Lending etc) to identify lead indicators / trends in portfolio quality and take proactive steps to address root cause issues

Maintain close oversight on the discipline of timely annotation of Excess and Past Due Reports by Client Management

Drive improved ways of working across coverage, product and functional partners, leveraging relevant meetings / forums to achieve stronger cross-functional collaboration

People & Talent

Develop a highly engaged Client Management team in the country. Have a strong oversight on talent management and hiring in the country

Ensure hiring decisions are aligned with the capabilities of the Client Management role profile and job description

Ensure a high-performance team and provide appropriate training with the aim to achieve optimum quality deliveries

Employ, engage and retain high quality people with succession planning for critical roles and appropriate recognition and reward for high performance / potential

Lead through example and build the appropriate culture and values, embedding a high level of team engagement

Set the appropriate tone and expectations for team and work in collaboration with risk and control partners, global process teams, and local business teams

Ensure rollout and completion of all Client Management training programmes within the country for all staff executing relevant processes & foster cross-training of staff across managed areas

Ensure implementation and tracking of performance metrics into the P3 of staff managed

Formulate and monitor job descriptions and objectives for direct reports and provide feedback regularly and rewards in line with their performance against those responsibilities and objectives

Ensure team structure / capacity is reviewed to enable effective delivery of operations & change agendas based on the bank’s strategic focus and business needs

Risk Management

Ensure implementation of the OR Framework across managed processes

Control operations to meet risk tolerance thresholds set for processes managed

Proactively manage risks and establish / monitor controls to improve the overall state of the risk management and operating framework in the country

Work closely with Local Compliance, Credit, Legal, and Risk for guidance on complex policy / risk issues and actively provide feedback for policy gaps and revisions required

Provide insights and highlight risks / mitigation to senior management, governance forums, and group teams based on understanding of country dynamics and MIS & analytics

Manage in country or other remediations as required to ensure capability, process, or data / docs are brought up to a best-in‑class standard over time

Governance

Responsible for delivering effective governance for Client Management in the country in compliance with applicable internal policies and external laws and regulations

Serve as the Country Process Owner for relevant processes impacting Client Management

Ensure that the risks are clearly identified and quantified, properly tabled in the appropriate forums and appropriate RCPS are done

Ensure, lead, and monitor strict adherence to regulatory requirements, best practices, and a state of ever-readiness for audit & regulatory reviews, with respect to Client Management responsibilities

Ensure the Client Management team is appropriately Risk trained / certified as stipulated in the relevant Bank policies

Ensure alignment of GBO teams and processes supporting the country

Senior escalation point for stakeholders on process and governance related issues in country

Represent the Client Management function and act as an alternate to the Country CC Business Head (where applicable) in the relevant governance forums

Delegated authorities passed on by Business Heads and Regional Client Management Head wherever required

Work on the mechanism to track the key governance metrics set by Business Heads viz Segment Heads, CCIB Heads

Coordinate across network to facilitate Local and Regional network business

Regulatory & Business Conduct

Display exemplary conduct and live by the .

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, elevate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders Internal

Region and Country CCIB Heads

CCIB Business / GAM / FAM

Business CCIB Finance

CCIB HR

Operational Risk Teams

Client Lifecycle Design Management Teams

Regional and country COO / CEO / CIO teams

GBS Hubs / Heads

CCIB Regional / MT members

Legal team; in-countries, Region and Group

Credit & Risk teams; in-countries, Region and Group

Credit Analysts

GIA

Risk and Control Governance Functions ( CORC, CR etc…)

Product Partners

Regional CFCC CDD Controls

Regional CDD Risk Managers

CFCC, CDD CoE, Hubbed teams

Global Client Management network

COO Process owners and governance teams

External

Local regulators & other policy makers

External auditors

Competitors

Industry forums

Vendor partners & providers of Client Management utilities & services

Relevant Trade Associations

Legal Firms

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

Our Ideal Candidate

Very good understanding of the business – preferably on the job business experience in CCIB

Very good knowledge of the region – preferably a on-the job experience in the region

Strong leadership skills – preferably an experience in leadership role in CCIB leading teams within countries.

Good interpersonal skills in networking and influencing decisions.

Good communication skills – oral, written and presentation

Good product knowledge including the processes and procedures

Strong project management skills – preferably a project experience in CCIB

Risk & AML certified as stipulated by Bank policy (role based)

Role Specific Technical Competencies

Manage Conduct

Manage Risk

Manage People

Operational Execution

Manage Change

Manage Projects

Process Management

Data Conversion and Reporting

Managing Regulatory Relationships

Regulatory Reporting and Filing

Regulatory Liaison

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