Associate Director, Client Management

vor 3 Wochen


Frankfurt am Main, Deutschland Standard Chartered Vollzeit

**Job***: Commercial Banking

**Primary Location***: Europe & Americas-Germany-Frankfurt

**Schedule***: Full-time

**Employee Status***: Permanent

**Posting Date***: 03/Jan/2023, 7:55:37 AM

**Unposting Date***: Ongoing

**The Role Responsibilities**

The role is responsible for:

- Deliver the highest quality client service for the client tier under FI
- 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
- 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

**Strategy**

Targeted Improvements
- 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 by the team, 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 leadership 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
- 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
- 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

**Processes**

General
- Ensure the teams are proactively managing the relationship health of the accounts they are responsible for and delivering the highest quality client service.
- Deliver quality, risk management, efficiency and effectiveness as per agreed standards & metrics
- 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
- Ensure work performed by team 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 mínimal rework across the team within all processes managed.
- Manage document inventory, ensuring processes are in place and consistently adhered to by the team 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. complex and critical activities delivers best outcomes for clients and the Bank. Proactively plan team capacity by forecasting volumes and measuring cycle times
- 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 fol


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