Associate Director, FI Client Management

Standard Chartered; Frankfurt; Vor Ort; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

A leading international bank seeks a Client Management professional to oversee client accounts and ensure exceptional service delivery. The role involves engaging with clients, managing documentation processes, and driving operational improvements. Ideal candidates will have strong operational and process management skills, along with the ability to work under pressure and deliver results.

Qualifikationen

• Ability to positively influence stakeholders and manage processes.
• Strong communication skills in English.
• Problem-solving orientation.

Aufgaben

• Proactively managing client accounts to maintain service levels.
• Driving enhancements in operational efficiency.
• Collaborating with internal stakeholders to resolve client issues.

Kenntnisse

Operational skills

Process Management skills

Data Conversion and Reporting skills

Business / Product Knowledge

Jobbeschreibung

Job Summary

The position involves:
Overseeing comprehensive orchestration across all processes and services managed by Client Management.
Engaging clients throughout the process to ensure a seamless delivery and an exceptional client experience.

Key Responsibilities:

1. Proactively managing client accounts throughout their journeys to maintain the highest levels of service and relationship health.
2. Leading and executing processes in collaboration with stakeholders and the value chain to provide outstanding client service, facilitating clients' progress to a state of readiness to transact as swiftly as possible, regardless of whether the cases are simple or complex.
3. Supporting the business by ensuring the effective execution of client portfolio delivery.
4. Fostering alignment between CIB business and Client Management through regular discussions about business priorities, issues, and addressing any gaps.
5. Driving continuous enhancements in operational efficiency and effectiveness to bolster consistency across systems and processes.
6. Acting as a service partner, collaborating with Relationship Managers, Product Sales, Operations, and other internal stakeholders to resolve client issues and identify opportunities for elevating overall client service.
7. Ensuring a uniform approach to implementing the Client Management model within the country, focusing on service differentiation according to client tiering and value.
8. Managing the end-to-end documentation negotiation process, including passporting of documents within the network, subject to all approvals with Legal, Product, and Business.
9. Engaging with Legal & Compliance, Credit, and Clients on standard documentation requirements such as terms, country supplements, banking facility letters, master credit terms, and supplementary letters.
10. Delivering exceptional service that meets established standards, benchmarks, and maintains minimal error rates.
11. Continuously driving improvements in operational efficiency and effectiveness of processes.
12. Adhering to changes aligned with the Client Management destination model and DOIs.

Flow Maintenance Activities:

• Annotation of Excess and Past Dues, highlighting issues to RM and CA.
• Review and monitoring of ASTAR reports.
• Handling Document Deferral Waiver (DDW) requests, Temporary Excess Requests (TER), and SIF for limit allocation.
• Monitoring collaterals and reviewing document deficiency reports.
• Seeking Early Alert Reporting (EAR) / CG12 waivers for overdue items.
• Acting as escalation point for Unsettled (FX) Past Due Trades and Failed Trades reports, collaborating with Operations.
• Supporting Loan Drawdown, Cash Management, LTP Trades (FI), and release of Trade Offerings.

Skills and Experience:

• Operational skills
• Process Management skills
• Data Conversion and Reporting skills
• Business / Product Knowledge

Qualifications:

• Ability to positively influence stakeholders and manage processes to deliver exceptional service.
• Engaging and rapport-building with clients.
• Strong communication skills in English.
• Problem-solving orientation.
• Strong drive to deliver results.
• Understanding of client needs.
• Ability to work independently under pressure.
• Good interpersonal skills and team orientation.

About Standard Chartered:

We are an international bank committed to making a positive difference. We value diversity, inclusion, and integrity, and strive to foster a supportive environment for our employees and clients alike.