Director of Relationship Management - Standard Chartered

Job Summary


The Operational Client Relationship Manager will be a member of the Markets Client and Sales Solutions team being fully accountable on the service delivery relationship for the Markets clients in Asia region. The primary responsibility is to manage Markets operations service delivery and overall client experience, with focus on Platinum clients. The individual needs to be able to deal with inbound operational queries or escalations and must therefore have an all-round understanding of operations from trading through settlement and reconciliations. A solid understanding of Markets products and trade lifecycle would be requirement. The individual will be proactively outreaching to clients for continuous service improvement feedback, working with clients to drive operational efficiency, whilst partnering with Front Office to identify further new business opportunities.



Job Responsibilities
• Relationship management: Deliver a first-class operational relationship management to Markets client base in all Markets related interactions - understand client needs, challenges and identify opportunities. Build relationships with all clients at the senior operational level (Heads of Operations, Portfolio Managers, Risk Managers, etc.) and the corresponding Global Markets representatives and Coverage Bankers
• Client profiling: Build profiles of clients in collaboration with Global Markets and Coverage Bankers, using details from all client interactions and show business workflows, future growth areas, future initiatives, platforms used, and products traded with SCB
• Sales support: Support Global Markets Sales teams and Coverage Bankers to pitch new products and services and cross-sell opportunities to clients
• Industry: Actively represent SCB at Industry Groups and Forums and provide tangible outputs to internal stakeholders
• People: Responsible for oversight of staff within GCNA region, including development, coaching and executing formal review processes.
• Our strategy: Fully understand the Markets Sales and Operations strategies and leadership expectations and how they support Markets and overall Bank Strategy - be able to articulate the same to internal and external stakeholders as required. Assist Head of OCRM to execute against team and Markets Operations strategic goals, both regionally, and through a global lens.
• Markets: Grow Markets awareness of industry developments by attending industry forums and sharing insights with relevant stakeholders in Markets and Global Banking; help build solutions and drive prioritisation of post-trade market initiatives
• Measures: Provide and develop measures and metrics from client interactions to drive thematic analysis of client needs and opportunities at a segment and regional level
• Client Solutioning: Work together with key internal stakeholders to identify and solve repeat client issues, identify opportunities and strive to deliver a 'best in class' service
• Service Reviews: Conduct regular service reviews and perform follow-ups for enhancement and improvement
• Escalations: Act as senior escalation contact person for Markets clients for market access, post-trade queries, complaints and escalations
• Ensure all escalations are managed in a timely manner and are not directed to Sales, Global Banking or other teams for post-trade issues
• Ensure the junior team members at the client are connected to appropriate functional and client service teams at SCB and regularly refresh the contacts on both sides
• Measures: Work with Global Client Analytics team to produce measures and metrics to drive thematic analysis and provide insights for segments and regions.
• Profiling: Maintain and keep up-to-date client profiles that can be shared with Markets Operations and Global Banking stakeholders at short notice.
• Collaboration: Build and enhance relationships with internal stakeholders ensuring that Markets Sales and Global Banking teams trust in our capability to manage to client relationship on post-trade issues
• Complaints management: Ensure that complaints for own client relationships are logged, tracked, escalated and closed in a timely manner
• Continuously maintain knowledge of relevant post-trade areas and escalate knowledge / training needs
• Actively support and help to drive regional People Agenda activities
• Local management and oversight of output across a group of Markets Operations Client Relationship Managers.
• Set clear objectives and quantifiable measurement for direct reports and participate in constructive feedback during performance cycles
• Ensure the provision of ongoing training and development, ensure that direct reports are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks



Key stakeholders

Internal
• All Markets Operations functions
• Markets Operations MT
• All Markets Business and Client Solutions functions
• Global Banking Relationship Managers and Client Managers
• Markets Sales/Trading/COO
• Markets Technology and Production Support Teams
• Markets and Country/Regional Legal/Compliance
• Other CCIB or Bank teams as required to support client initiatives



External
• Platinum Clients in segment and/or region as directed by Global Head of OCRM (e.g. I&I, Global Corporates, B&BD, Investors etc) and other Markets Clients and segments as required
• Vendors, Market infrastructure and Service Providers (e.g. AcadiaSoft, TriOptima, Murex, DTCC, FX ALL, MISYS, GTSS, BBG, etc.)
• Correspondent Banks, Custodians
• Consultants and Industry/Trade Bodies
• Regulatory and Supervisory agencies as required



Skills and Experience
• Communication Skills
• Customer Relationship Management
• Product Knowledge
• Problem Solving Skills
• Collaboration
• Ability to influence
• Time Management



Qualifications
• The candidate preferably should have 10-15 years of experience in the below activities.
• Operations Client Relationship Management / Client Services
• Markets Operations
• People Management
• Stakeholder Engagement
• Process Analysis
• Market Advocacy
• Project management skills



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.