Associate, Client Management

Standard Chartered Bank; Philippines; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Standard Chartered Bank is seeking a services-focused professional in the Philippines to lead client management activities for FI or Corporate clients. The role emphasizes superior client service, cross-functional collaboration, and continuous improvement of processes to achieve timely, high-quality outcomes.

The position requires strong relationship-building skills, stakeholder influence, and a proactive approach to digital transformation in client services.

Qualifications

• Ability to build strong relationships with diverse stakeholders to deliver client service and experience while balancing robust operational management.
• Ability to influence stakeholders across value chain to secure resources and buy-in for targets.
• Ability to understand and derive insights from MIS and performance data.
• Strong drive to deliver and meet business objectives.
• Excellent writing and presentation skills in English.
• Risk & AML certification as stipulated by bank policy.

Responsibilities

• Deliver the highest quality client service for the client tier under FI or Corporate.
• Ensure alignment between CCIB business and Client Management with regular engagement regarding priorities and issues.
• Engage internal stakeholders to streamline processes and implement changes.
• Act as a service partner with RMs, Product Sales, Operations to resolve client issues and identify opportunities.
• Drive continuous improvement of operational efficiency and process consistency.
• Accelerate the shift to digital to align with client needs.

Skills

Relationship building

Stakeholder management

Client service

Operational management

MIS analysis

English proficiency

Job description

Role Responsibilities

• The role is responsible for:


• Deliver the highest quality client service for the client tier under FI or Corporate


• Deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and within agreed service level agreements including turnaround times, productivity, and quality


• Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps.


• Ensuring uniform approach towards the implementation of Client Management model in the country with a focus on service differentiation based on client tiering and value


• Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes

Key Responsibilities

• 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


• Engage a wide range of internal stakeholders for discussion in order to streamline processes and implement changes


• 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

Automation and Streamlining

• Monitor the efficiency, effectiveness and quality of the operations from time to time and provide corresponding actions for improvement with respect to the changing business or customer needs


• Accelerate the shift to digital and ensure the digital value proposition is aligned with clients’ needs and preferences


• Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes


• Drive adoption of the latest tools and techniques to improve performance


• Adherence to changes in line with the Client Management destination model and DOIs

Business

• Fully understand the CCIB business strategy and expectations and ensure Client Management activities within the team are effectively managed in accordance with the Bank’s strategic focus


• Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps


• Responsible for deliver the highest quality client service for the client tier under FI or Corporate


• Liaise with business units, local/group product, other supporting operations and external business partners when necessary to capture business opportunities in a timely and effective way


• Support various stakeholders on regulatory and audit requests


• Act as departmental coordinator for outsourcing matters. This requires detailed understanding of outsourcing policy, procedure and regulation


• Maintain good working relationships with the various Business Units, Finance, Risk, Technology and Operations community


• Undertake ad-hoc duties and when delegated by Line Manager and Country Client Management Head


• Identify process improvement opportunities and work closely with management to implement the change


• Proactively manage the relationship health of the accounts and delivering the highest quality client service.


• Deliver quality, risk management, efficiency and effectiveness as per agreed standards & metrics


• Deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and within agreed service level agreements including turnaround times, productivity, and quality


• Ensure work performed is error free with no operating losses and adheres to first-time-right principles. Contribute to the teams’ BAU productivity at the highest standards, ensuring minimal rework across the team within all processes managed.


• Manage document inventory, ensuring processes are in place and consistently adhered to in line with global documentation standards and to enable retrieval of documentation in a timely manner


• Drive robust operating rhythm across team, ensuring allocation of resources against simple vs


• Identify process and service improvement opportunities and work closely with management to implement changes, facilitate transfer of best practices


• Drive implementation of change initiatives


• Ensure that appropriate internal resources, systems, procedures and controls are in place and are operating effectively


• Resolve escalations from team, including follow-up with clients, ensuring the “once to client” rule is adhered to as much as possible


• Appropriately challenge stakeholders in the value chain where necessary, facilitating resolution of complex cases and where blockages exist that impact execution


• Ensure, lead, and monitor both strict adherence to regulatory requirements, and efficient preparation for Audit reviews


• Responsible for appropriate and timely escalation, especially significant risk issues, to any governance committees or to other stakeholders in senior management, risk or control functions as appropriate


• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures


• Ensure roles & responsibilities and service levels are clearly defined in the Service Level Agreements (SLA) between Client Management and Business or other Functions


• Share and replicate best practices with other Country Client Management Teams


• Drive improved ways of working across coverage, product and functional partners, leveraging relevant meetings/forums to achieve stronger cross-functional collaboration


• 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.)

Client Due Diligence (CDD) and Regulatory Onboarding (e.g. FATCA, CRS)

• Demonstrate thorough understanding of the Group’s Client Due Diligence (CDD) policies and procedures, various systems, and how it correlates with business needs. Provide input and insight into relevant policy & project discussions as required.


• Ensure that applicable CDD standards are adhered to by team and all policy/ process/ procedure gaps are highlighted and resolved with relevant stakeholders and senior management on a timely basis


• Ensure all staff are adequately trained on policies & procedures. Ensure only staff accredited to handle CDD (including relevant Correspondent Banking accreditations) are granted access to the system and execute CDD activities


• Drive network onboarding processes

• Manage flow maintenance activities on client portfolio as assigned


• Ensure excesses/past dues are regularized on time and cash/cheques are released on time. Any exceptions to be highlighted to the RM and CA.


• Act as escalation point for Unsettled (FX) Past Due Trades reports & Failed trades reports, working closely with Operations where relevant


• Attend ASTAR Review meetings as appropriate and participate in relevant business meetings, forums or committees as required

• Provide support to Segment Lead / Chapter Lead in the performance and implementation of process controls, including remediation and reporting activities


• Maintain controls on the safekeeping of documents, including the archiving of non-current documents


• Serve as Checker in dual control functions, where appropriate


• Serve as Primary Tester for UVT and other system / BCP testing

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

• Demonstrate high level of preparedness by for any Audit and ensure NIL audit failures/ NIL adverse audits grading in reviews


• Understand the risk and control environment in their area of responsibility and drive rectification as required. Develop awareness of changes in the policy and regulatory environment, predict challenges and identify initiative opportunities to manage change implementation at the right time


• Ensure that Risk Management matters that are brought to the job holder’s attention are subject to direct remedial action and/or ensure adequate reporting to the relevant superiors and/or Risk Committees


• Proactively manage risks and establish/monitor controls to improve the overall state of the risk management and operating framework


• Support the framework for effective management of operational risks across the Business and compliance with applicable internal policies, and external laws and regulations

Governance

• Ensure CST scores are maintained within thresholds. Ensure rework is closely monitored and controlled. Conduct monthly rework forums to discuss repeat themes and arrive at corrective actions involving Client Management. Ensure NIL observations in Control Assurance (CA) review


• Ensure robust performance management in place using relevant Productivity / Performance MIS. Monthly, quarterly and annual review discussions to be completed by stipulated timelines


• Ensure that appropriate internal resources, systems, procedures and controls are in place and are operating effectively and timely reporting/escalation of significant risk issues to senior management


• Ensure there are appropriate frameworks in place to guarantee that Client Management team functions within the Group’s risk appetite and relevant risks are appropriately managed in conjunction with management, direct reports and other stakeholders.


• Ensure, lead and monitor both strict adherence to regulatory requirements, and also efficient preparation for Audit reviews


• Maintain oversight on quality & timeliness of ‘Service Review Meetings’ (SRM) to be held every month between business Teams & Hub or Country CETs


• Manage in country or other remediation’s as required to ensure gaps in capability, process or data/docs are brought up to a best-in-class standard over time


• Utilize metrics and the agreed service standards to drive decisions and improve operational service excellence

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.


• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.


• Support the Client Management Team to achieve the outcomes set out in the Bank’s Conduct Principles: Financial Crime Compliance; The Right Environment.


• Effectively and collaboratively identify, accelerate, mitigate and resolve risk, conduct and compliance matters.

Other Responsibilities

• Embed Here for good and Group’s brand and values in the Client Management Team


• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures


• Multiple functions (double hats); where applicable

Qualifications

• Ability to build strong relationships with diverse stakeholders, work collaboratively with them to deliver exceptional client service & experience while balancing robust operational management


• Ability to directly influence stakeholders across value chain to secure resources and buy-in required to deliver operational and client service targets


• Ability to understand and derive insights & improvement opportunities from MIS and performance data


• Strong drive to deliver


• Ability to positively engage and build rapport with clients


• Has a clear understanding of the client needs being serviced; able to articulate and align team to them


• Knowledge and experience in relevant processes managed by the Client Management team


• Sound knowledge of local regulations (CDD, credit and lending, risk management)


• Superior writing and presentation skills in English


• Risk & AML certified as stipulated by Bank policy (role...