Job Summary
• Manages the most important FSS clients residing in-country
• Independently implements local client accounts and collaborates with global implementation teams on complex multi-market client accounts
• Contributes to, and implements, the global client management strategy for FSS clients
• Manage existing clients to maximise their satisfaction and long-term contribution to the bottom line i.e. ensures upward trend of client satisfaction
• Retains existing business and creates opportunities for new business referrals to work alongside with Sales
• Be a trusted advisor to the client based on current and future needs to continue to develop the client relationship
• Acts as country escalation point for client issues and requests
Job Responsibilities
• Works closely across the bank to ensure best in class & quality services are being provided to local BAM clients
• Works closely with FI to align and understand client strategic growth opportunities for the local BAM clients
• Ensures consistent levels of service are provided to clients
• Thorough understanding of clients and ability to deliver in challenging situations
• Build strong relationship and trust with local BAM clients
• Anticipate and embrace change to retain and build a competitive edge
• Achieves targets for revenue retention and defence from existing mandates
• Identifies innovative solutions to clients’ requirements, maximising re-use of existing capabilities
• Identifies opportunities for growth from existing business and for referrals to work with FSS RMs and Sales for new products and services
• Research clients to fully understand their business model and identify innovative ways to anticipate and manage their requirements
• Monitors competitor service offerings to identify and remediate any gaps
• Adds value to client relationships by developing MI, enabling clients to enhance their own efficiency and interaction with SCB
• Maintains appropriate commercial balance between needs of clients and long-term profitability / efficiency of the business
Skills and Experience
• Extensive end to end knowledge of Financing & Securities Services within Financial Markets
• Strong commercial awareness and ability to spot cross sell opportunities through developments in the market and client requirements. Exceptional relationship management skills. Strong ability to manage and effectively influence multiple stakeholders.
• Strong drive for results, ability to plan, track and follow through to drive results
• Strong programme management skills, attention to detail and diligence in execution
• Proven capabilities in growing businesses and developing franchise
• Proven risk management capabilities
• Proven experience of managing change
• Thorough understanding of complex clients and ability to deliver in challenging situations
• Facilitates collaborative working across the Bank and with key industry stakeholders
• Influence internal stakeholders to implement clients’ strategic requirements
Qualifications
• Bachelor’s degree or above
• Minimum of 2 years client services experience in Securities Services with proficient product / process knowledge within securities services
• Organised with attention to detail
• Client focused and willing to go beyond expectations
• Ability to articulate well with all people at different levels
• Good analytical skills
• Ability to inspire trust and confidence in clients creating credibility
• Effective interpersonal and communication (including questioning) 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.