Job description

Job Summary

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 supports the Global Account Managers (GAMs), Regional Account Managers (RAMs) and Financial Institution Account Managers (FAMs) across an aligned client portfolio to ensure strong client delivery execution.

Provide direct support to the Relationship Manager (RM) by proactively:

• Helping to prepare Account Plans, client briefing notes for senior management discussions and providing input into Regional Client Account Forums (RCAF) and Global Client Account Forums (GCAF).
• Joining client visits where appropriate and ensuring client discussions are documented through call reports in the Bank's client management system.
• Reviewing client profitability and identifying opportunities to increase client utilisation of banking services.
• Liaising with Implementation Management Office (IMO) and Credit Analyst (CA) teams to ensure seamless client onboarding and ongoing credit monitoring.
• Actively engaging and collaborating with Clients, Relationship Managers (RMs) and Product Partners to understand and respond to issues relating to ongoing account maintenance, including highlighting unusual account utilisation patterns to coverage teams.
• Partnering effectively with the Implementation Management Office (IMO), Credit Analysts (CA), Legal, Compliance, Operations and Service teams to ensure client expectations are met or exceeded.
• Ensuring client account maintenance issues are resolved promptly and escalating matters to the Client Manager Team Lead or Head of Client Management where appropriate.
• Coordinating and liaising with Financial Institution Account Managers (FAMs) to support network business opportunities.

• Demonstrate strong knowledge of client needs across the assigned portfolio and engage clients effectively while providing insights on market conditions and trends within the Bank's international network.
• Build trust and provide strong account management support to clients, including loan drawdowns and overseeing the resolution of client complaints, issues and escalations.
• Provide guidance to clients on documentation requirements, including credit documentation and account monitoring activities.
• Maintain strong client relationships through consistent and responsive support.

• Manage the end-to-end documentation negotiation process, including the use of documentation across the Bank's international network, subject to required approvals from Legal, Product and Business teams.
• Engage and coordinate with Legal & Compliance, Credit, Implementation Management Office (IMO) and clients on standard documentation requirements, including:
  • Standard Terms and Conditions (T&Cs)
  • Country-specific documentation supplements
  • Banking Facility Letters
  • Master Credit Terms
  • Supplementary Letters and related documentation
• Obtain approvals for any deviations from standard Terms & Conditions (T&Cs) from the relevant authorised approvers.
• Ensure document deficiencies are minimised, including items reflected in Documentation Deferrals and Waivers, and that outstanding issues are rectified in a timely manner.
• Follow through to ensure documentation is fully completed and liaise with the Implementation Management Office's Client Risk Centre (CRC) to validate that credit limits are accurately loaded and reflected in transaction processing systems.

Manage maintenance activities across the assigned client portfolio, including:

• Reviewing overdue balances and excess account positions daily and ensuring they are regularised on time.
• Ensuring cash and cheque releases are completed within required timelines.
• Escalating exceptions to the Relationship Manager (RM) and Credit Analyst (CA).
• Acting as an escalation point for unsettled Foreign Exchange (FX) past due trades and failed trades, working closely with Operations teams.
• Supporting loan drawdowns, Cash Management services, Local Treasury Product (LTP) trades within Financial Institutions (FI) banking, and the release of Trade Finance offerings.
• Attending ASTAR review meetings where appropriate and participating in relevant business meetings, forums and committees.
• Leading or supporting key projects aimed at improving processes, tools and the client experience.

• Ensure adherence to all internal and regulatory policies and regulations, including:
  • Foreign Account Tax Compliance Act (FATCA) requirements
  • Credit policies
  • Banking Control Account (BCA) overdue procedures
  • Other applicable regulatory and internal requirements
• Identify and escalate operational risks relating to the client portfolio to the Client Manager Team Lead or Head of Client Management.
• Recommend process improvements to resolve or mitigate identified risks.
• Work with Operations, Service Hub and Client Services teams to resolve operational issues and post-transaction queries.

• Support the Relationship Manager (RM) in reviewing client account activity to ensure transactional activity aligns with expected business activity levels for the client.
• Develop a strong understanding of credit risk, including default risk and fraud risk.
• Ensure the quality of all Anti-Money Laundering (AML) and credit documentation complies with Corporate, Commercial and Institutional Banking (CCIB) standards.
• Escalate operational risk concerns to the Head of Client Management, Client Manager Lead or Business Operational Risk Manager (BORM).
• Proactively ensure compliance with Bank policies and procedures and support the preparation of client files for audits and regulatory reviews.

• Assess the effectiveness of governance, oversight and control arrangements within the business and support improvements where required.
• Maintain awareness and understanding of the regulatory framework in which the Group operates, including the regulatory requirements relevant to the role.
• Support the delivery of effective governance and demonstrate the ability to challenge appropriately and work collaboratively with regulators when required.

• Display exemplary conduct and live by the Group's Values and Code of Conduct.
• Take personal responsibility for maintaining the highest standards of ethics, regulatory compliance and business conduct across Standard Chartered Bank.
• Ensure compliance, both in letter and spirit, with all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Identify, escalate, mitigate and resolve risk, conduct and compliance matters effectively and collaboratively.
• Exercise authorities delegated by the Board of Directors and act in accordance with the Bank's Articles of Association.

• Global Account Managers (GAMs)
• Financial Institution Account Managers (FAMs)
• Regional Account Managers (RAMs)
• Relationship Managers (RMs)

• Credit Analysts (CAs)
• Credit Teams
• Risk Teams

• Product Partners
• Implementation Management Office (IMO)
• Financial Crime Compliance (FCC)
• Legal
• Compliance
• Product Operations including:
  • Trade Finance
  • Cash Management
  • Financial Markets Operations (FMO)
• Finance
• Marketing

• Country Leadership Team

• Bachelor's degree in Banking, Finance or a related discipline is preferred.

• Ideally 3 or more years of experience in banking, financial services or a related environment.

• Risk Management and Anti-Money Laundering (AML) certification as required by Bank policy for the Client Manager role.

• English and/or local language skills as required by the country.

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

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.

Preferred candidate

Nationality

United Arab Emirates