Client Delivery Specialist

Job Description

Act as a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client channel issues and identify opportunities to improve overall service for the clientsEnsure uniform approach towards implementation of Global IMO Model and adherence to DOIsDeliver excellent service against agreed service standards, delivery standards, and minimal error rates as appropriateAutomation and StreamliningDrive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processesBusinessProvide 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 requiredTo 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 issuesProcessesGeneralPerform end-to-end orchestration across all processes and services managed by IMOEngage clients throughout process, ensuring seamless delivery and client experienceOwn 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 principlesProvide 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 IMOClient Due Diligence (CDD) and Regulatory OnboardingPerform all relevant onboarding processesCreation of CDD for New Clients & Review of CDD for Existing Clients and perform regulatory onboarding (e.g. FATCA, CRS) activitiesDrive GIC and network onboarding processesConduct checks on CDD as applicableRespond and clear queries from Checkers / Other Specialists / Business CRM on a timely mannerWork in partnership with all relevant stakeholders effectively within the end-to-end CDD processWhere serving as a checker, perform checks on CDD output from Client Delivery Makers, ensuring they adhere to policies and standard workEscalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulationsCredit DocumentationPerform credit documentation activities for the deals flowing from Corporate & Institutional Banking ( CIB ), Commercial Banking ( CB ) and Business Banking ( BB )Conduct checks on Credit Documentation output as applicableEnsure that the data sources used for the extraction of the return is correctIdentify processing risks or inefficiencies and implement appropriate and effective changesEnablement [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 systemsDeliver 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 issuesAccept 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 e.g. for Client Access, Transaction Banking (TB) implementation testing setups, various internal operations unit s setups relevant to channels activationConduct checks on activities, documentation, and output (by other specialists or makers) within the account opening and channels activation processes as applicableEscalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulationsServicing [Static Data Maintenance, Offboarding]Perform relevant static data maintenance and offboarding activities including raising of SDM and offboarding requests in the systemPeople and TalentProvide effective orientation /guidance to new joiners on the bank s policies/procedures/processes to ensure their successful assimilation into the team and the bankDevelop and implement a personal learning plan with team manager, to attain necessary competenciesSuccessfully complete milestones as laid out in implemented personal learning planRisk ManagementAwareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role remitComply with applicable Money Laundering Prevention Procedures and report any suspicious activity to the operational risk team and Line ManagerEnsure a clear and uniform approach towards implementation of the global operating model for all IMO-related processes, and adherence to DOIsReport any deviation (if any) to appropriate authorities and obtain proper dispensationsProactively manage risks and establish/monitor controls to improve the overall state of the risk management and operating frameworkGovernanceEnsure strong due diligence on document safekeeping and data confidentialityEnsure correctness of documentation prior to any dispensation from the BankEnsure compliance with the internal policies and credit policies, external policies, regulatory and statutory requirementsUndertake periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controlsHighlight significant issues/errors to team leaderRegulatory & Business ConductDisplay 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 the [India IMO team] 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.Key StakeholdersCountry IMO Head, Client Delivery Managers and other Specialists, Makers and CheckersControl Governance Managers and SpecialistsGBO Hub teams and In-country CET teamsAccount Opening TeamsFront Office (RMs, CMs, CCMs)Lending Documentation UnitCommodities Transaction Management UnitBusiness CRMBusiness Operational Risk ManagerTransaction Banking (Trade, Security Services, and Cash Management) Implementation ManagersClient Documentation and ControlCredit Documentation CoEOther ResponsibilitiesEmbedding Here for good and the Group s brand and valued behaviours in the Integrated Middle Office teamPerforming other responsibilities assigned under Group, Country, Business or Functional policies and proceduresOur Ideal CandidateStrong ability to positively influence stakeholders across value chain to both orchestrate and execute on processes and deliver exceptional client service and experienceAbility to positively engage and build rapport with clientsStrong writing and presenting skills in EnglishProblem solver; looks for solutions and finds ways to progress despite blockagesStrong drive to deliverHas a clear understanding of the client needs being servicedAbility to work independently without direct supervision and able to cope with pressures from tight deadlinesA team player with good interpersonal skills,

Keyskills :
sapsiebelcustomer relationsdocumentationpayrollkeeping things simplestatic datahuman skillsproduct salesdue diligence