Associate Director, Client Manager

Job Summary

• Coordinating end-to-end orchestration across all processes and services managed by Client Management.
• Engaging clients throughout the process to ensure a seamless delivery and exceptional client experience.
• Proactively managing client accounts throughout their journeys to maintain the highest level of client service and relationship health.
• Taking ownership of and driving the execution of processes, collaborating closely with stakeholders and the value chain to deliver outstanding client service, and facilitating clients\’ readiness to transact as swiftly as possible, regardless of the complexity of their cases.
• Supporting the business in managing the client portfolio to ensure effective delivery execution.
• Ensuring alignment between the CIB business and Client Management through regular engagement on business priorities and addressing any gaps.
• Promoting continuous improvement in operational efficiency and effectiveness of processes to enhance the consistency of systems and procedures.

Key Responsibilities

• Collaborate effectively as a service partner alongside Relationship Managers, Product Sales, Operations, and other key internal stakeholders to address client issues and uncover opportunities for enhancing overall client service.
• Focus on a consistent implementation of the Client Management model across the country, aiming for service differentiation based on client tiering and value.
• Ensure that the model is scalable, client-centric, and designed to delight clients.
• Strive to deliver exceptional service that meets agreed service standards and maintains low error rates.
• Promote continuous improvement in operational efficiency and process effectiveness to enhance the consistency of systems and procedures.
• Stay aligned with updates in line with the Client Management destination model and Operating instructions.
• Provide outstanding service and guidance to our Corporate & Investment Banking (CIB) and Business Banking clients during all interactions.
• Foster alignment between CIB business and Client Management through regular discussions on business priorities and addressing any identified gaps.
• Offer valuable support and advice to Relationship Managers across all lending units regarding documentation matters, including the creation of necessary documentation for customers when required.

Skills and Experience

• Manage Conduct, Risk and People
• Process Management
• Data Conversion and Reporting
• Business / Product Knowledge
• 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 clients.
• Strong 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 being serviced.
• 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) .

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.

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