Business Account Manager

Standard Chartered-posted 29 days ago

Full-time • Mid Level

New York, NY

5,001-10,000 employees

Credit Intermediation and Related Activities

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The key objective of the Client Solutions team is to create an unparalleled client experience across our footprint. This should be uniform and consistent across all booking locations. The mandate of this team commences from post sales through to day-to-day servicing of our clients. The core function of this team includes implementation, local service management, client onboarding to digital channels, client services and client support. This team acts as a conduit between Front Office and Operations, ensuring a seamless handshake between both parties, and a streamline day-to-day servicing.

Ensure best in class services are being provided in a consistent manner to clients.
In-depth understanding of business goals and strategy. Aligning with Sales and Product teams to deliver against corporate targets.
Provide oversight to the way queries are prioritised and handled for any Premium clients.
Demonstrate sound and objective judgement when dealing with conflicts due to prioritisation.
Drive process improvements on any daily processing or BAU tasks
Work with regional and global teams to facilitate a "follow the sun" support model
Work with the Prime Services business and technology/project teams on new product offerings
Work hand in hand with the Business, taking product programs from investment decisions, into design, specification, and solution phases, all to way to operations on the ground, securing support services from other teams.
Develop and deliver solutions to improve client experience and generate additional revenue
Perform relationship management functions including conducting regular client reviews
Support, manage and execute regional/global initiatives
Be responsible for the end to end client contact processes and their associated client experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints
Ensures consistency of client management approach
Represent the Voice of the Client, championing change and improvements across the client experience
Onboard clients to the Prime Services platform
Ensure all client queries and escalations are resolved swiftly.
General communication with Counterparties, IT Support, Credit, Operations, Front Office, Legal and Product Controllers
Perform portfolio analysis to calculate margin and fee requirements
Ensure the 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
Active logging, management, and resolution of client's complaints in line with SCB complaints policy and stated turnaround times. Assessment & action of failure points, understanding and mitigating actions to resolve causes of failure.
Adherence to key processes and control requirements
Communicate impact of financial market regulation to clients
Adherence to key processes and control requirements
Provide Business Continuity Planning and support.
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.
Lead 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.]
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Serve as a Director of the Board
Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent)

Business Facilitation
Manage Change
Service Delivery Operations
Client Relationship Management
Communication Skills
Product Knowledge

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.

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