Analyst, Client Management Orchestration

Standard Chartered; Lahore; On-site; PKR 3,000,000 - 5,000,000; Part time

Benefits offered by this job

Retirement savings

Life insurance

Flexible working

Wellbeing support

Learning and development

Job summary

Standard Chartered in Pakistan is seeking a client management professional to drive targets and ensure collaborative delivery of excellent client service, moving clients toward ready-to-transact within SLAs.

You will align CIB and Client Management, engage RMs, Product Sales, and Operations to resolve issues, accelerate digital adoption, and continuously improve processes, with a focus on client delight.

Qualifications

• Bachelor's degree required; CA/ACCA or master's is preferred.
• Experience in risk management or actuarial/economics is a plus.
• Strong communication and client-management skills.

Responsibilities

• Coordinate alignment between CIB and Client Management with regular stakeholder engagement.
• Drive scalable, client-focused Client Management model with tiering and value differentiation.
• Improve operational efficiency and process effectiveness across the organization.
• Engage internal stakeholders to streamline processes and implement changes.
• Partner with RMs, Product Sales, and Operations to resolve client issues.
• Monitor performance and initiate actions to meet changing needs.
• Accelerate digital adoption and align digital value with client needs.
• Drive adoption of latest tools and techniques to boost performance.
• Ensure DOIs alignment and compliance with Group policies.
• Demonstrate knowledge of client needs and build strong account management.
• Support loan drawdowns and resolve client complaints and escalations.
• Provide guidance on documentation requirements (credit docs, monitoring).
• Contribute to CIC pack with Enablement team and ensure timely actions.
• Manage end-to-end documentation flow, passporting within network.
• Coordinate with Legal, Compliance, Credit, and Clients on standard terms.
• Ensure document deficiencies are minimized and corrected timely.
• Manage flow maintenance on client portfolio.
• Understand Group CDD policies and provide input on policy discussions.

Skills

CIB knowledge

Communication

Stakeholder management

Process management

Action oriented

People management

Education

Bachelor's degree

CA/ACCA

Masters in risk management / actuarial / economics

Job description

Job Summary

Drive relevant targets across team. Ensure that the team works collaboratively to 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

Key Responsibilities

• Ensure alignment between Corporate & Investment Banking (CIB) 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
• 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 Relationship Managers (RMs), Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients
• 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 by the team, of the latest tools and techniques to improve performance
• Adherence to changes in line with the Client Management destination model and Departmental Operation Instructions (DOIs)
• 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.)
• Provide inputs into the Credit Issues Committee (CIC) pack, working closely with the Enablement team to ensure outcomes and relevant actions are completed within timelines
• 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
• Ensure document deficiencies are minimised and are rectified in a timely manner
• Manage flow maintenance activities on client portfolio as assigned
• 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.

Skills And Experience

• CIB business knowledge
• Communication skills
• Stakeholder management
• Process Management, Risk & Conduct
• Action Oriented
• People Management skills

Qualifications

• Minimum education bachelors. Preference will be given to CA/ACCA, Masters in risk management/actuarial sciences /economics.

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.