Business Account Manager

Role Responsibilities
The Client Engagement Manager will be a member of the global client experience team being fully accountable on the service delivery relationship for the Financial Markets (FM) clients in Asia region. The primary responsibility is to manage FM operations service delivery and overall client experience, with focus on priority 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 FM products and trade lifecycle would be requirement, and knowledge on market advocacy would be highly preferred. The individual will be proactively outreaching to clients for continuous service improvement feedback, whilst partnering with Front Office to identify further new business opportunities.

Responsibilities *
• Relationship management: Deliver a first-class operational relationship management to Financial Markets (FM) client base in all FM related interactions - understand client needs, challenges and identify opportunities
o Build relationships with all FM clients at the senior operational level (Heads of Operations, Portfolio Managers, Risk Managers, etc.) and the corresponding Global Banking and FM Sales representatives
• Client profiling: Build profiles of clients in collaboration with Global Banking, 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 Banking and Sales teams to pitch new products and services and cross-sell opportunities to FM clients
• Industry: Actively represent SCB at Industry Groups and Forums and provide tangible outputs to internal stakeholders

Business *
Relationship management: Deliver a first-class operational relationship management to Financial Markets (FM) client base in all FM related interactions - understand client needs, challenges and identify opportunities Strategy *
• Our strategy: Fully understand the Financial Markets Sales and Operations strategies and leadership expectations and how they support CCIB and overall Bank Strategy - be able to articulate the same to internal and external stakeholders as required
• Markets: Grow FM awareness of market developments by attending industry forums and sharing insights with relevant stakeholders in FM 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
• o Build relationships with all FM clients at the senior operational level (Heads of Operations, Portfolio Managers, Risk Managers, etc.) and the corresponding Global Banking and FM Sales representatives
• Client profiling: Build profiles of clients in collaboration with Global Banking, 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 Banking and Sales teams to pitch new products and services and cross-sell opportunities to FM clients
• Industry: Actively represent SCB at Industry Groups and Forums and provide tangible outputs to internal stakeholders
Processes *
• 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 service reviews and perform follow-ups for enhancement and improvement
• Escalations: Act as senior escalation contact person for FM clients for market access, post-trade queries, complaints and escalations
o Ensure all escalations are managed in a timely manner and are not directed to Sales, Global Banking or other teams for post-trade issues
o 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 Engagement team to product 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 FM, FM Ops and GB stakeholders at short notice
• Collaboration: Build and enhance relationships with internal stakeholders ensuring that FM 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

People & Talent *
• Continuously maintain knowledge of relevant post-trade areas and escalate knowledge / training needs
• Provide appropriate cross training / functional training to others as required
• Actively support and help to drive regional People Agenda activities

Risk Management *
• Ensure Group Risk Management standards are being maintained / adhered to
• Engage Risk, Legal & Compliance and Operational Risk as appropriate on escalated items relating to Risk Management

Governance *
• Responsible for review and implementation of process and policies
• Responsible for effective governance, oversight and controls in the business
• Awareness and understanding of regulatory framework and the impact on business

INTERNAL
• All FM Operations functions
• FM Operations Regional Management and FMO MT
• Global Banking Account Managers and Client Managers
• FM Sales/Trading/COO
• FM Technology and Production Support Teams
• Onboarding teams (IMO)
• FM and Country/Regional Legal/Compliance
• Other CIB or Bank teams as required to support client initiatives

EXTERNAL
• Premier Clients in segment and/or region as directed by Global Head of Client Experience (e.g. I&I, Global Corporates, B&BD, PSDO) and other FM 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

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

ROLE SPECIFIC TECHNICAL SKILLS AND COMPETENCIES AND PROFICIENCY LEVELS*
Technical Competency Name: Proficiency Levels
Communication Skills Advanced
Customer Relationship Management Advanced
Product Knowledge Expert
Problem Solving Skills Advanced
Collaboration Advanced
Ability to influence Advanced
Time Management Advanced

About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 160 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
• Be 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, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with 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.
• Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers