Associate, Client Management, (Bahraini National)

Standard Chartered; Manama; Hybrid; BHD 42,000 - 72,000; Full time

Benefits offered by this job

Inclusive culture and values

Competitive salary & benefits

Retirement savings and life insurance

Generous annual leave and sabbatical

Job summary

Standard Chartered is seeking a Client Management professional in Bahrain to orchestrate end-to-end processes, engage clients, and ensure superior service across the client journey. The role focuses on coordinating with RMs, product sales, and operations to deliver timely, compliant, and quality client outcomes.

The candidate will support complex documentation, credit fulfilment, and onboarding activities while driving service differentiation and maintaining strong relationship health with

Qualifications

• Strong ability to positively influence stakeholders across value chain to 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 progress despite blockages.
• Strong drive to deliver.
• Clear understanding of client needs being serviced.
• Ability to work independently under pressure and meet tight deadlines.
• Team player with good interpersonal skills.
• Risk & AML certified as stipulated by Bank policy (role based).

Responsibilities

• Perform end-to-end orchestration across all processes and services managed by Client Management (onboarding, credit fulfilment and monitoring, client due diligence, static data maintenance, offboarding and client support).
• Engage clients throughout process, ensuring seamless delivery and client experience.
• Proactively manage client relationships to maintain high service levels.
• Drive execution of processes in collaboration with stakeholders to enable quick ready-to-transact outcomes.
• Support the Business on the client portfolio to ensure strong delivery execution.
• Ensure alignment between CIB and Client Management through regular engagement on priorities and issues.
• Drive continuous improvement of operational efficiency and process effectiveness.
• Provide sound advice to Relationship Managers on documentation and related matters.

Skills

End-to-end orchestration

Relationship management

Client service excellence

Stakeholder engagement

Process improvement

Risk & AML awareness

People management

Job description

Job description

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
• Responsible for proactively managing the client account across client journeys to ensure the highest level of client service and relationship health
• 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.
• Supports the Business on the client portfolio to ensure strong client delivery execution
• 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

Key Responsibilities

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 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 destination model and DOIs

Business

• Deliver excellent service and advice to our Corporate & Investment Banking ("CIB") and Business Banking ("BB") clients in all interactions
• 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

Processes

• Perform end-to-end orchestration across all 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
• 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
• 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.)

• Manage the end-to end documentation negotiation process including passporting of documents in the network subject to all approvals being in place as negotiated with Legal/Product and Business.
• Engage and coordinate with Legal & Compliance, Credit and Clients 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 flowing from CIB and BB
• Conduct checks on Credit Documentation output as applicable
• Ensure that the data sources used for the extraction of the return is correct
• 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 Product and Ops units to achieve suitable outcomes for clients
• Accountable to ensure that all facilities are set up in accordance with client instructions
• Support the RM in reviewing 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, LTP Trades (FI) and release of Trade Offerings

Provide support to the Business by proactively:

• Supporting to prepare Account Plans, client briefing notes for senior management discussions, input to RCAF / GCAF
• Joining client visits (as appropriate) and ensuring client discussions are documented via call reports in CRMx
• Reviewing client profitability and opportunity to increase customer utilization
• Work closely with product partners and sales to understand business proposition and support prioritisation
• Partner with Investor Service Operations group and other operational teams to ensure the timely set up of client trading infrastructure (applicable for FM CM orchestrators)

Skills and Experience

Priority Skills

• Manage Conduct
• Manage Risk
• Manage People
• Operational
• Process Management
• Data Conversion and Reporting
• Business / Product Knowledge

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 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 a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

What We Offer

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• 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 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.

Visit our careers website to learn more about us: www.sc.com/careers.

Preferred candidate

Nationality

Bahrain