Client Manager, TMT (New York)

This job is with Standard Chartered Bank, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Job Summary

The role is responsible for driving progress on relevant targets to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and within agreed service level agreements including turnaround times, productivity, and quality.

The Client Manager is responsible for proactively managing the client account on all day-to-day maintenance activities to ensure the highest level of client service and relationship health. The Client Manager will support the RMs on an aligned client portfolio to ensure strong client delivery execution.

Key Responsibilities

Strategy

Targeted Improvements
• 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

Business

• Fully understand the CCIB (and specifically Tech, Media & Telecom) business strategy and leadership expectations to ensure Client Management activities are effectively managed in accordance with the Bank's strategic focus.
• Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps
• Liaise with business units, local/group product, other supporting operations and external business partners when necessary to capture business opportunities in a timely and effective way

• Provide direct support to the RMs for the assigned client portfolio as follows:
• Ensure the highest level of client service and risk mitigation through proactive client account management support with client on-boarding (liaising with Client Management KYC teams), credit monitoring (liaising with CA COE) and flow maintenance
• Actively engage and collaborate with Clients, RMs and Product Partners to understand and respond to any issues/concerns relating to the ongoing account maintenance including highlighting any unusual utilization patterns to coverage teams.
• Provide proactive support on account maintenance activities like documentation, reporting etc by engaging and collaborating with the client, other Client Management Teams, CA, MDU, Legal and Compliance and relevant ops teams as required to ensure the clients expectations are met or exceeded
• Escalate issues/concerns relating to account maintenance activities to the CM Team Lead for follow up as relevant

Processes

General
• Deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and within agreed service level agreements including turnaround times, productivity, and quality
• Identify process and service improvement opportunities and work closely with CM Team Lead and management to implement changes and transfer of best practices
• Contribute to focused and timely implementation of change initiatives
• Appropriate and timely escalation, especially significant risk issues, to CM Team Lead or to other stakeholders in senior management, risk or control functions as appropriate
• Proactively managing relationship health of the accounts they are responsible for and delivering the highest quality client service.
• Ensure work performance maintains error free delivery with no operating losses and adherence to first-time-right principles. Contribute to the teams' BAU productivity at the highest standards, ensuring minimal rework.
• Ensure adherence to all internal/regulatory policies & regulations
• Co-ordinate with Ops/GSSC to rectify any ops related issues which can be resolved locally and issue Standard Instruction Form (SIFs) wherever required within authority

Documentation: Credit (existing deals - Renewals/Amendments) & Other
• Liaise with Legal & Compliance, IMO, CDU and Clients on standard documentation processes
• Obtain necessary approvals for T&C deviations on standard docs from the relevant authoriser as necessary
• Follow through to ensure documentation completion and validate limits are correctly loaded/reflected in TP systems
• Ensure document deficiencies are minimised (as reflected in DDW etc) and are rectified in a timely manner
• Liaise with COBAM/RM if required on CDD related items
• Manage the end-to end documentation negotiation process including passporting of documents in the network subject to all approvals being in place as negotiated with Legal/Product and Business.
• Engage and coordinate with Legal & Compliance, Credit, and Clients on standard documentation requirements such as standard terms, country supplements, banking facility letter, master credit terms, supplementary letters etc

Account Management & Portfolio Quality
• Ensure general portfolio hygiene of client data from a quality control perspective i.e. correct client tagging, limit information, segment classification etc in SCI, WorkBench.
• Annotate on past dues and excesses daily in the portfolio. Ensure excesses/past dues are regularized on time and cash/cheques are released on time. Any exceptions to be highlighted to CA and RM/FAM.
• Review and follow up on Unsettled (FX) Past Due Trades reports & Failed trades reports with Operations
• Support Loan Drawdown, Cash Management, Trade Offerings & Audit Confirmations
• Manage any client related data queries and remediation efforts, including first level escalations on account maintenance activities
• Seek transactional approvals as necessary (ie trade, cash) and release trade offerings on time to ensure faster TAT on trade transactions.
• Attend EAR/ASTAR Review meetings as appropriate and participate in relevant business meetings, forums or committees as required.
• Provide support on other projects as assigned ie CIB Client Surveys, other business initiatives
• Support Network Delivery through documentation facilitation (passporting)
• Arrange for stock inspections/valuations as required

Client Relationship Management
• Demonstrate strong knowledge of client needs for the assigned client portfolio and able to engage clients effectively
• Build trust and strong account management support to clients including but not limited to loan drawdowns, overseeing the resolution of client related complaints, issues and escalations
• Provide sound advice to clients on associated documentation requirements (e.g. credit documentation, account monitoring activities etc.)

Client Due Diligence (CDD) and Regulatory Onboarding (e.g. FATCA, CRS, EAF)
• Demonstrate thorough understanding of the Group's Client Due Diligence (CDD) policies and procedures, various systems, and how it correlates with business needs. Provide input and insight into relevant policy & project discussions as required.
• Ensure that applicable CDD standards are adhered to and all policy/ process/ procedure gaps are highlighted and resolved with relevant stakeholders and senior management on a timely basis
• Ensure EAF is completed with required standards with nil overdue
• Drive network onboarding processes

Account Opening and Channels
• Work closely with Transaction Banking Implementation Manager for complex implementations as per agreed process

Risk Management

• Be proactive in ensuring compliance with Bank Policies and procedures and lead preparation of client files for audit purposes
• Ensure that Risk Management matters that are brought to the job holder's attention are subject to direct remedial action and/or ensure adequate reporting to the relevant superiors and/or Risk Committees

Governance

• Responsible for assessing 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
• Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Responsible for delivering 'effective governance'; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative

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.
• Support 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.
• Adhere to local regulator prescribed responsibilities and Rationale for allocation

Key stakeholders

Internal
• Country Client Management Head
• Client Management teams, including in-country CET
• Client Management Enablement
• GBS Hub teams
• Account Opening Teams
• Front Office RMs
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