Associate, Client Management

2 months ago

Hà Nội, Vietnam Standard Chartered Full time

**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 CIB 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

**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 CIB 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 (“CIB”) clients in all interactions

**Key Responsibilities**

**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**Skills and Experience**

**People & 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 learning plan

**Risk Management**
- Support the RM in reviewing client account activity reviews, ensuring transactional activities are aligned to the expected levels of activity for the client given the

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