Associate Principal, Client Manager

2 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***: 04/Dec/2023, 3:02:35 AM

**Unposting Date***: 18/Dec/2023, 5:59:00 PM

**JOB SUMMARY**:
The role is responsible for:

- Perform end-to-end orchestration across all processes and services managed by Client Management.
- 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.
- Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps.
- Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes.

**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.
- Ensure uniform approach towards the implementation of Client Management model in the country with a focus on service differentiation based on client tiering and value. Ensure that the model is scalable, best-in-class, client-focused and fit for purpose of client delight.
- 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.
- Adherence to changes in line with the Client Management destination model and DOIs.

**Business**:

- Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps.
- 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.
- Deliver excellent service and advice to our Corporate, Commercial & Institutional Banking (“CCIB”) and 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 Client Management.
- Engage clients throughout process, ensuring seamless delivery and client experience.
- Proactively manage the relationship health and day to day maintenance activities of the client accounts and deliver the highest quality client service.
- 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.
- Adhere to first-time-right principles.
- Provide insights and suggestions to improving processes, identifying opportunities to streamline and automate. Look at ways to promote standard work and best practices.
- Undertake ad-hoc duties and when delegated by Line Manager and Country Client Management Head.

**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**:

- 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 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 Management 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**:

- Engage and coordinate with Legal & Compliance, Credit and Clients on standard documentation requirements such as standard terms

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