Client Manager

Standard Chartered Bank
Singapore, Singapore
15 Mar 2023
23 Mar 2023
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
Role Responsibilities
The Client Manager is the pivotal relationship in the Client Delivery team responsible for delivering exceptional client account management.
The Client Manager is responsible for proactively managing the client account on all day to day maintenance activities to ensure the highest level of client service and relationship health.
The Client Manager will support the Global Account Managers (GAMs) / Regional Account Managers (RAMs) / Field Account Managers (FAMs) on an aligned client portfolio to ensure strong client delivery execution.
Business Partnership
  • Provide direct support to the GAM / RAM / FAM through proactive client account management of the following activities
    • Ensure the highest level of client service and risk mitigation through proactive client account management support with client on-boarding (liaising with IMO), credit monitoring (liaising with CA COE) and flow maintenance.
    • Actively engage and collaborate with Clients, GAMs / RAMs / FAMs and Product Partners to understand and respond to any issues / concerns relating to the ongoing account maintenance including highlighting any unusual utilization patterns to coverage teams.
    • Provide proactive support on account maintenance activities like documentation, reporting, etc by engaging and collaborating with the client, IMO, CA, CRC, LDU, MDU, Legal and Compliance and relevant ops teams as required to ensure the clients expectations are met or exceeded.
    • Escalate issues / concerns relating to account maintenance activities to the CM Team Lead for follow up as relevant.
  • Ensure adherence to all internal / regulatory policies and regulations eg. Policies and procedures in RiskPod (FATCA, Credit, BCA overdue, etc).
  • Identify and escalate any operational risks relating to the client portfolio account management and escalate to the CM Team Lead.
  • Co-ordinate with Ops / GSSC to rectify any ops related issues which can be resolved locally and issue Standard Instruction Forms (SIFs) wherever required within authority.
Risk Management
  • Be proactive in ensuring compliance with Bank policies and procedures and lead preparation of client files for audit purposes.
  • Responsible for assessing the effectiveness of the Group's arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas.
  • Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.
  • Responsible for delivering 'effective governance'; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.
Documentation: Credit (existing deals - Renewals / Amendments) and Other (Excluding Credit Approvals)
  • Engagement and coordination with Legal and Compliance, Credit, CRC, CDU 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.
  • Follow through to ensure documentation completion and validate limits are correctly loaded / reflected in TP systems.
  • Ensure document deficiencies are minimised (as reflected in DDW etc) and are rectified in a timely manner.
  • Engage and follow up with IMO / GAM / RAM / FAM if required with respect to any outstanding CDD related items e.g Update known changes, respond to case queries, CDD overdues, approval / review of CDD cases, etc.
Account Management and Portfolio Quality (Excluding Credit Approvals)
  • Ensure general portfolio hygiene of client data from a quality control perspective i.e. correct client tagging, limit information, segment classification etc in SCI, WorkBench.
  • Annotate on past dues and excesses daily in the portfolio i.e. Ensure excesses / past dues are regularized on time and cash / cheques are released on time. Any exceptions to be highlighted to Banker and CA.
  • Act as escalation points for Unsettled (FX) Past Due Trades reports and Failed trades reports, working closely with Operations where relevant Support Loan Drawdown, Cash Management, LTP Trades (FI), Trade Offerings and Audit Confirmations.
  • Manage any client related data queries and remediation efforts, including first level escalations on account maintenance activities.
  • Seek transactional approvals as necessary (i.e trade, cash) and release trade offerings on time to ensure faster TAT on trade transactions.
  • Attend ASTAR Review meetings as appropriate and articipate in relevant business meetings, forums or committees as required.
  • Provide support on other projects as assigned.
Key Stakeholders
  • GAM / RAM / FAM for designated portfolio
  • Credit Analyst and Correspondent Banking Due Diligence (Banks)/Client Risk Manager (NBFI) for designated portfolio (as relevant)
  • Product partners for designated portfolio
  • Key functional partners ie COBAM, CET, Credit, CRC, CDU, LDU, MDU, Legal, Compliance, Product Ops (Trade, Cash, FMO etc), Finance, Marketing
  • CM Team Lead
  • Segment Leadership team
  • Clients
  • Legal firms, Audit
  • Market Data Services providers
Regulatory and 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.
  • Help drive the business to achieve the outcomes set out in the Bank's Conduct Principles: Fair Outcomes for Clients;Financial Crime Compliance; The Right Environment.
  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
  • Adhere to local regulator, MAS' prescribed responsibilities and Rationale for allocation.
Other Responsibilities
  • Embed Here for good and Group's brand and values in CIB Singapore.
  • Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
Our Ideal Candidate
  • Bachelor degree in Banking or Finance preferred.
  • 3 years experience in banking or other relevant environment.
  • Risk and AML certified as stipulated by Bank policy for Client Manager role.
  • Good communication with local language skills as relevant to country requirements.
  • Exceptional collaboration skills and ability to work effectively in a team.
  • Excellent communication skills - verbal and written with ability to engage effectively with stakeholders at all levels both internal and external.
  • Strong ability to problem solve.
  • Demonstrated ability to work under pressure, operate with a sense of urgency and deliver to tight deadlines.
  • Well organised with strong ability to prioritise effectively.
  • Client focused mindset with demonstrated success in building strong client relationships and / or engaging and servicing clients effectively.
Preferably with
  • Strong understanding of client delivery processes and adherence to standards and controls.
  • Strong product knowledge including cross-product operational knowledge and/or experience.
  • Comprehensive understanding of all systems required to effectively manage the client account.
  • Knowledge of coverage policies core to the responsibilities of this role i.e. CDD, Credit and Bank legal documentation frameworks.
  • Strong understanding of Credit and AML Risk.
  • Comprehensive understanding the network and ability to facilitate network delivery through relevant documentation support.
  • Understanding of the client's account management needs and expectations.
  • Sound analytical skills to identify emerging risks, analyse transactional reports and identify issues.
  • Ability to meet the client's account maintenance needs and effectively support the GAM / FAM with all process, reporting and documentation management requirements including CDD and Credit support
Role Specific Technical Competencies
  • Manage Conduct
  • Risk Management and Internal Controls (SIF)
  • Business - Strategy and Business Model (SIF)
  • Business - Market Knowledge (SIF)
  • Business - Products and Processes
  • Business - Business Partnering
  • Business - Process Management
  • Risk Management - C&I Credit Risk
  • Sales - Relationship Management
  • Information Systems - Applications and PC 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 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.
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