Analyst, Client Delivery

Role Responsibilities

Strategy

Targeted Improvements

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 Ensure uniform approach towards implementation of Global IMO Model and adherence to DOIs Deliver excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate

Automation and Streamlining

Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes

Business

Provide quality support and advice to Relationship Managers (RM’s) within all lending units located in Standard Chartered Bank India on all documentation related matters, including the origination of documentation for customers where required To deliver excellent service and advice to our Corporate (Corporate & Institutional Banking) & Commercial Banking clients in all interactions for their channel activation pre-transactional enquiries/setup, trainings and other channel related issues

Processes

General

Perform end-to-end orchestration across all processes and services managed by IMO Engage clients throughout process, ensuring seamless delivery and client experience Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases. Adheres to first-time-right principles Provide insight and suggestions to improving processes, identifying opportunities to streamline and automate. Looks at ways to promote standard work and best practices. Undertake ad-hoc duties and when delegated by Line Manager and Country Head of IMO

Client Due Diligence (CDD) and Regulatory Onboarding

Perform all relevant onboarding processes Creation of CDD for New Clients & Review of CDD for Existing Clients and perform regulatory onboarding ( FATCA, CRS) activities Drive GIC and network onboarding processes Conduct checks on CDD as applicable Respond and clear queries from Checkers / Other Specialists / Business CRM on a timely manner Work in partnership with all relevant stakeholders effectively within the end-to-end CDD process Where serving as a checker, perform checks on CDD output from Client Delivery Makers, ensuring they adhere to policies and standard work Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations

Enablement [Account Opening and Channels]

Perform relevant account opening activities, working closely with the relevant onshore and Hub teams to deliver fast set-up of all relevant systems Deliver excellent service and advice to our Corporate (Corporate & Institutional Banking), Commercial Banking, and Business Banking (BB) clients in all interactions for their Straight2Bank channel activation pre-transactional enquiries/setup, training, and other channel related issues Accept and arrange processing of various channels (Straight2Bank) and related products and services setup requests for Corporate and Institutional Banking (CIB), Commercial Banking (CB) and Business Banking (BB) clients; including internal setups for Client Access, Transaction Banking (TB) implementation testing setups, various internal operations unit’s setups relevant to channels activation Conduct checks on activities, documentation, and output (by other specialists or makers) within the account opening and channels activation processes as applicable Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations

Servicing [Static Data Maintenance, Offboarding]

Perform relevant static data maintenance and offboarding activities including raising of SDM and offboarding requests in the system

People and Talent

Provide effective orientation /guidance to new joiners on the bank’s policies/procedures/processes to ensure their successful assimilation into the team and the bank Develop and implement a personal learning plan with team manager, to attain necessary competencies Successfully complete milestones as laid out in implemented personal learning plan

Risk Management

Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role remit Comply with applicable Money Laundering Prevention Procedures and report any suspicious activity to the operational risk team and Line Manager Ensure a clear and uniform approach towards implementation of the global operating model for all IMO-related processes, and adherence to DOIs Report any deviation (if any) to appropriate authorities and obtain proper dispensations Proactively manage risks and establish/monitor controls to improve the overall state of the risk management and operating framework

Governance

Ensure strong due diligence on document safekeeping and data confidentiality Ensure correctness of documentation prior to any dispensation from the Bank Ensure compliance with the internal policies and credit policies, external policies, regulatory and statutory requirements Undertake periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls Highlight significant issues/errors to team leader

Regulatory & Business Conduct

Display exemplary conduct and live by the Group’s Values and Code of Conduct. Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct. Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters. Lead the India Client Management Function to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *

Key stakeholders

Country CMF Head, Client Delivery Managers and other Specialists, Makers and Checkers Control Governance Managers and Specialists GBO Hub teams and In-country CET teams Account Opening Teams Front Office (RMs, ARMs) Lending Documentation Unit Commodities Transaction Management Unit Business CRM Business Operational Risk Manager Transaction Banking (Trade, Security Services, and Cash Management) Implementation Managers Client Documentation and Control Other Responsibilities Embed Here for good and Group’s brand and values in XXXX [country / business unit / team]; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);

Our Ideal Candidate

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

Role Specific Competencies

Complexity Communication 

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