Specialist Client Delivery

3 weeks ago


Johannesburg, South Africa Standard Chartered Full time

**Job***: Operations

**Primary Location***: Africa & Middle East-South Africa-Johannesburg

**Schedule***: Full-time

**Employee Status***: Permanent

**Posting Date***: 03/Mar/2023, 8:54:13 AM

**Unposting Date***: 17/Mar/2023, 6:59:00 PM

**The Role Responsibilities**:
**Strategy**:
**Targeted Improvements**:

- 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 mínimal 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 on all documentation related matters, including the origination of documentation for customers where required.
- To deliver excellent service and advice to our Corporate, Commercial & Institutional Banking (“CCIB”) Banking and Business Banking (“BB”) clients in all interactions for their channel activation pre-transactional enquiries/setup, trainings and other channel related issues.

**Processes**:
**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 (e.g. FATCA, CRS) activities.
- Drive GIC and network onboarding processes.
- Conduct checks on CDD as applicable.
- 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.
- Where serving as a checker, perform checks on CDD output from Client Delivery Makers, ensuring they adhere to policies and standard work.
- Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.

**Credit Documentation**:

- Perform credit documentation activities for the deals flowing from CCIB and BB.
- Conduct checks on Credit Documentation output as applicable.
- 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.

**Enablement **[Account Opening and Channels]:

- Perform relevant account opening activities, working closely with the relevant onshore and Hub teams to deliver fast set-up of all relevant systems.
- Deliver excellent service and advice to our CCIB and BB clients in all interactions for their Straight2Bank channel activation pre-transactional enquiries/setup, training, and other channel related issues.
- Accept and arrange processing of various channels (Straight2Bank) and related products and services setup requests for CCIB and BB clients; including internal setups e.g. for Client Access, Transaction Banking (TB) implementation testing setups, various internal operations unit’s setups relevant to channels activation.
- Conduct checks on activities, documentation, and output (by other specialists or makers) within the account opening and channels activation processes as applicable.
- Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.

**Servicing** [Static Data Maintenance, Offboarding]:

- Perform relevant static data maintenance and offboarding activities including raising of SDM and offboarding requests in the system.

**People and Talent**:

- 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 learn



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