Client Manager, IC - Standard Chartered Bank

We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit.  It’s about showing how you embody our valued behaviours – do the right thing, better together and never settle – as well as our brand promise, Here for good.

We’re committed to promoting equality in the workplace and creating an inclusive and flexible culture – one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.

The Role Responsibilities

• The Client Manager is the pivotal relationship in the Client Delivery team responsible for delivering exceptional client account management.
• 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 GAMs, RAMs or FAMs on an aligned client portfolio to ensure strong client delivery execution.
• Responsible for working with the Global Account Manager (GAM) and, where relevant, the Regional Account Manager (RAM) to deliver the SCB network to our clients.
• Acts as a champion of the Bank’s brand, culture, and conduct standards

Purpose:

• Develop and maintain an understanding of clients’ business needs and decision making processes,  and identify new opportunities for the Bank to add value.
• Partner with the broader coverage team of RMs, product specialists, and, where relevant industry specialist, as well as functional partners to deliver
  • A clear account plan based on an understanding of client needs and outcomes
  • Appropriate solutions for clients across relevant products
  • client profitability, and meet commitments and financial performance objectives (revenue, costs, RoRWA, EVA etc.) agreed as part of the account planning and deal approval processes
• Establish effective working relationships with key client contacts Maintain a strong working relationship with Risk, Legal, Compliance and other key stakeholders

Business Partnership

• Provide direct support to the GAM/FAM 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 IMO), credit monitoring (liaising with CA COE) and flow maintenance
  • Actively engage and collaborate with Clients, GAMs/ RAMs/FAMs 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, IMO, 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

Documentation: Credit (existing deals – Renewals/Amendments) & Other

• Provide direct support to the GAM/FAM 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 IMO), credit monitoring (liaising with CA COE) and flow maintenance
  • Actively engage and collaborate with Clients, GAMs/ RAMs/FAMs 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, IMO, 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

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 GAM/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

Processes

• 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

Risk Management

• Be proactive in ensuring compliance with Bank policies and procedures and lead preparation of client files for audit purposes

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 manner.

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.
• Drive to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters

Other Responsibilities

• Embed Here for good and Group’s brand and values in Ghana.
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
• Multiple functions (double hats); [Be ready to support on credit where required amongst others]

Key Stakeholders

Internal:

• Senior Banker/Banker for designated portfolio
• Credit Analyst for designated portfolio
• Product partners for designated portfolio
• Key functional partners ie IMO, Credit, MDU, Legal, Compliance, Product Ops (Trade, Cash, FMO etc), Finance, Marketing
• CM Team Lead
• Segment Leadership team

External:

• Clients
• Legal firms, Audit
• Market Data Services providers

Our Ideal Candidate

• Bachelor degree in Banking or Finance preferred.
• Ideally, 3+ years experience in banking or another relevant environment
• Risk & AML certified as stipulated by Bank policy for a Client Manager  role
• Languages: English and/or local language skills as relevant to country requirements