Associate Director, Client Management

Job ID: 29386

Location: Frankfurt, DE

Area of interest: Operations

Job type: Regular Employee

Work style: Office Working

Opening date: 19 May 2025

**Job Summary**
- The position entails: Overseeing comprehensive orchestration across all processes and services managed by Client Management. Engaging clients throughout the process to ensure a seamless delivery and an exceptional client experience.**Key Responsibilites**:

- Proactively managing client accounts throughout their journeys to maintain the highest levels of service and relationship health.
- Leading and executing processes in collaboration with stakeholders and the value chain to provide outstanding client service, facilitating clients' progress to a state of readiness to transact as swiftly as possible, irrespective of whether the cases are simple or complex.
- Supporting the business by ensuring the effective execution of client portfolio delivery.
- Fostering alignment between CIB business and Client Management through regular discussions about business priorities, issues, and addressing any gaps.
- Driving continuous enhancements in operational efficiency and effectiveness to bolster consistency across systems and processes.
- Strategy Targeted Enhancements Acting as a service partner, collaborating with Relationship Managers, Product Sales, Operations, and other key internal stakeholders to resolve client issues and pinpoint opportunities for elevating overall client service.
- Ensuring a uniform approach to implementing the Client Management model within the country, focusing on service differentiation according to client tiering and value.
- This model should be scalable, exemplary, client-centered, and tailored to achieve client satisfaction.
- 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
- Delivering exceptional service that meets agreed-upon service standards, delivery benchmarks, and maintains mínimal error rates as appropriate.
- Automation and Streamlining Continuously driving improvements in operational efficiency and effectiveness of processes to enhance consistency across systems and processes.
- Adhering to changes in alignment with the Client Management destination model and DOIs.
- Manage flow maintenance activities as assigned to ensure portfolio quality. The activities include but not limited to
- Annotation of Excess and Past Dues and highlighting issues to RM and CA
- Review and monitoring of ASTAR reports
- Document Deferral Waiver (DDW) requests, Temporary Excess Request (TER), and SIF for allocation of limits
- Collaterals monitoring and doc deficiency reports review
- Seek Early Alert Reporting (EAR) / CG12 waivers for overdue
- Act as escalation point for Unsettled (FX) Past Due Trades reports & Failed trades reports, working closely with Operations where relevant
- Support Loan Drawdown, Cash Management, LTP Trades (FI) and release of Trade Offerings

**Skills and Experience**
- Operational skills
- Process Management skills
- Data Conversion and Reporting skills
- Business / Product Knowledge

**Qualifications**
- Strong ability to positively influence stakeholders across value chain to both orchestrate and execute on processes and deliver exceptional client service and experience
- Ability to positively engage and build rapport with clients
- Strong writing and presenting skills in English
- Problem solver; looks for solutions and finds ways to progress despite blockages
- Strong drive to deliver
- Has a clear understanding of the client needs being serviced
- Ability to work independently without direct supervision and able to cope with pressures from tight deadlines
- A team player with good interpersonal 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 tog