Job Summary Supports the country Client Management teams on client requirements and orchestration across processes and services managed by Client Management Own and drive execution of processes working closely with country Client Management other 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 Supports the country Client Management and Business on the client portfolio to ensure strong client delivery execution Ensure alignment amongst the Orchestration Client Management OCM CoE team country Client Management and Business 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 Client Management RMs Product Sales Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients Deliver excellent service against agreed service standards delivery standards and minimal 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 and OCM CoE destination model and DOIs Business Ensure alignment amongst the Orchestration Client Management OCM CoE team country Client Management and Business with regular engagement regarding business priorities issues and address any gaps Provide quality support to Client Management and Relationship Managers RM s on all documentation related matters Key Responsibilities Supports the country Client Management teams on client requirements and orchestration across processes and services managed by Client Management onboarding credit fulfilment and monitoring client due diligence static data maintenance offboarding and client support for the portfolio supported Proactively manage the day to day maintenance activities of the client accounts Own and drive execution of processes working closely with country Client Management other 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 OCM CoE Head Demonstrate strong knowledge of client needs for the assigned client portfolio Build trust and strong account management support to country Client Management including but not limited to loan drawdowns overseeing the resolution of client related complaints issues and escalations Engage and coordinate with internal stakeholders for e g Legal Compliance Credit on standard documentation requirements such as standard terms country supplements banking facility letter master credit terms supplementary letters etc Obtain necessary approvals for T C deviations on standard documentation from the relevant authoriser as necessary Perform credit documentation activities for the deals Identify processing risks or inefficiencies and implement appropriate and effective changes Ensure document deficiencies are minimised and are rectified in a timely manner Escalate or enforce compliance requirements and follow any other relevant internal controls and procedures as they relate to process products policies and regulations Work closely with country Client Management Product and Ops units to achieve suitable outcomes for clients Skills and Experience Ensure that all facilities are set up in accordance with client instructions Support country Client Management and RM in client account activity reviews ensuring transactional activities are aligned to the expected levels of activity for the client given their business profile Manage flow maintenance activities as assigned to ensure portfolio quality The activities include but not limited to Annotation of Excess and Past Dues and highlighting issues to RM and CA Review and monitoring of ASTAR reports Document Deferral Waiver DDW requests Temporary Excess Request TER and SIF for allocation of limits Collaterals monitoring and doc deficiency reports review Seek Early Alert Reporting EAR CG12 waivers for overdue Act as escalation point for Unsettled FX Past Due Trades reports Failed trades reports working closely with Operations where relevant Support Loan Drawdown Cash Management 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 Awareness and understanding of the regulatory framework in which the Group operates and the regulatory requirements and expectations relevant to the role remit Comply with applicable Money Laundering Prevention Procedures and report any suspicious activity to the operational risk team and Line Manager Ensure a clear and uniform approach towards implementation of the global operating model for all Client Management related processes and adherence to DOIs Report any deviation if any to appropriate authorities and obtain proper dispensations Proactively manage risks and establish monitor controls to improve the overall state of the risk management and operating framework Qualifications Strong ability to positively influence stakeholders across value chain to both orchestrate and execute on processes and deliver exceptional client service and experience Ability to positively engage and build rapport with stakeholders Robust writing and presenting skills in English Problem solver looks for solutions and finds ways to progress despite blockages Strong drive to deliver Has a clear understanding of the client needs and requirements Ability to work independently without direct supervision and able to cope with pressures from tight deadlines A team player with good interpersonal skills Risk AML certified as stipulated by Bank policy role based SKILLS AND COMPETENCIES Manage conduct Manage risk Manage people Operational Process management Data Conversion and Reporting Business product knowledge About Standard Chartered We re an international bank nimble enough to act big enough for impact For more than 170 years we ve worked to make a positive difference for our clients communities and each other We question the status quo love a challenge and enjoy finding new opportunities to grow and do better than before If you re looking for a career with purpose and you want to work for a bank making a difference we want to hear from you You can count on us to celebrate your unique talents and we can t wait to see the talents you can bring us Our purpose to drive commerce and prosperity through our unique diversity together with our brand promise to be here for good are achieved by how we each live our valued behaviours When you work with us you ll see how we value difference and advocate inclusion Together we Do the right thing and are assertive challenge one another and live with integrity while putting the client at the heart of what we do Never settle continuously striving to improve and innovate keeping things simple and learning from doing well and not so well Are better together we can be ourselves be inclusive see more good in others and work collectively to build for the long term What we offer In line with our Fair Pay Charter we offer a competitive salary and benefits to support your mental physical financial and social wellbeing Core bank funding for retirement savings medical and life insurance with flexible and voluntary benefits available in some locations Time-off including annual leave parental maternity 20 weeks sabbatical 12 months maximum and volunteering leave 3 days along with minimum global standards for annual and public holiday which is combined to 30 days minimum Flexible working options based around home and office locations with flexible working patterns Proactive wellbeing support through Unmind a market-leading digital wellbeing platform development courses for resilience and other human skills global Employee Assistance Programme sick leave mental health first-aiders and all sorts of self-help toolkits A continuous learning culture to support your growth with opportunities to reskill and upskill and access to physical virtual and digital learning Being part of an inclusive and values driven organisation one that embraces and celebrates our unique diversity across our teams business functions and geographies - everyone feels respected and can realise their full potential 34721