TB Client Service Account Manager

Role Responsibilities
Client Service Management

• Provide Pre-Sales support - participate in RFP processes as Service Specialist.
• Develop service models for the client group with all key stakeholders (e.g. Sales, Implementation team, ITO, L&C).
• Implement the client specific service proposition (at global, regional, country level) ensuring that all parties are clear on client requirements and expectations.
• The Global / Regional TBCM will lead the virtual client service teams to ensure consistent & coordinated service experience for our clients across the network.
• The Global / Regional TBCM will also act as a escalation point for thematic service issues across client network and drive resolution of the issue in collaboration with the Operations & Service Teams in Countries.
• Support tracking of revenues and identify cross-sell opportunities for new products to the benefit of the client.
• Active engagement in on-going service initiatives, projects, client surveys.

Proactive client engagement through:

• Service Reviews / Due Diligence as agreed with clients; identification and closure of gaps between clients needs and service delivery.
• Active engagement with the Premier Service Manager (PSM) in ITO/CSG to understand client's service requirements & standard transactional enquiry processing.
• Review and tracking of service performance through client experience dashboard to improve service levels, identify service gaps, recognise clients' changing needs and requirements.
• Regular conversations with relevant stakeholders (TB Sales Team, Product Team, ITO) to deepen understanding of clients' Business and service requirements.

Risk and Compliance:

• Be aware of / fully compliant with the TB operational risk and governance framework.
• Facilitate regular discussions on risk awareness, operation and risk control improvements, lessons learnt from incidents and identify best practices to strengthen teams' operational risk awareness and knowledge.
• Uphold good conduct - ensure full compliance with regulations, policies, and procedures. Prevent data leakages, regulatory breaches caused by lack of knowledge and knowledge.

Business

• Support the business by developing strong client relationships throughout the implementation cycle and help to identify additional cross sell opportunities.

Processes

• Embed PMI standards into Project Management team.
• Monitor client survey feedback and implement appropriate actions in response.

Risk Management

• Adherence to laws and regulations, internal risk and compliance policies and ORF.
• Completion of all mandatory risk and compliance training including e-learning.

Regulatory & Business Conduct

• Displays exemplary conduct and lives by the Group's Values and Code of Conduct.
• Takes personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Leads the Country Implementation team to achieve the outcomes set out in the Bank's Conduct Principles: Fair Outcomes for Clients, Financial Crime Prevention, The Right Environment.
• Effectively and collaboratively identifies, escalates, mitigates and resolves risk, conduct and compliance matters.
• Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies理解、认同并遵守本地法律法规以及渣打内部政策中关于个人问责和职责的要求；
• Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities.
• 跟上本地问责法律法规的发展，以有效地确保并强化内控;
• Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank.
• 审慎勤勉地履行岗位职责，以个人或团队成员的身份，为避免任何导致银行遭受或可能遭受法律制裁、监管处罚、重大财务损失或声誉负面影响而做出努力；
• Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections.
• 对未遵守相关规范和流程、未适当履行职责以及未执行整改措施承担相应责任；
• Cooperate with any investigations or reviews on regulatory failure such as accountability review.
• 配合任何关于违反监管规定的调查或审查，例如，问责审查。

People and Talent

• Employs, engages and retains high quality people, with succession planning for critical roles.
• Leads through example and builds appropriate culture and values.
• Ensures the provision of ongoing training and development of people; ensures that holders of all critical functions are suitably skilled and qualified for their roles with effective supervision in place to mitigate risks, proactively provides coaching to the team, creating an environment that fosters learning and drives a high-performance team ethos.
• Periodically reviews team structure/capacity plans.
• Sets and monitors job descriptions and objectives for direct reports and objectively provides feedback and rewards in line with their performance.
• Properly perform the duties on management and ensure the effectiveness of internal control.
• 正确履行管理职责，并确保内控的效率；
• Be responsible for regulatory failure or risks arising from or in connection of the event over which the employee has the duties of management and/or leadership.
• 对负有管理和/或领导责任的事项引起或相关的违反监管规定事件或风险，承担相应责任。
• Be responsible for significant losses due to failure of effectiveness of internal control.
• 为内控失效造成的重大损失负责。

Key Stakeholders

• Country Head - Transaction Banking
• TB Sales in Transaction Banking and CIC
• Product Management
• Implementation teams
• CSG / PSM teams, Country & GSSC Hubs
• PSS, Technology & Operations

Our Ideal Candidate
Experience/Knowledge:

• Comprehensive product/process knowledge.
• Knowledge of the Bank's Operational structure - Transaction Banking , ITO, Risk & Compliance.
• Experience in a Client Service environment.
• Ability to apply questioning skills for in-depth analysis of attitudes, situations , problems and priorities to determine optimum strategy on how to deal with them.
• Experience in global stakeholder management - ability to influence stakeholders by efficiently explaining service requirements and demonstrating impact of client service as a key competitive driver.
• Multi cultural awareness. Proven success of working effectively.

Skills:

• Creative problem-solver with good multi-tasking skills, able to prioritise issues and resolve them efficiently.
• Flexibility and responsiveness in order to handle changing priorities & urgent requests from senior management.
• Client focused and willing to go beyond expectations.
• Outstanding written, and verbal communication skills.
• Good analytical skills
• Ability to inspire trust and confidence in clients creating credibility.
• Ability to exert influence over others to achieve objectives.

Role Specific Technical Competencies

• Excellent knowledge of Transaction Banking products (Cash), processes and procedures including on-line banking.
• Excellent project management skills.

About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 160 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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, parental/maternity (20 weeks), sabbatical (12 weeks 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.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
Visit our careers website www.sc.com/careers