Client Delivery Specialist

2 weeks ago

London, United Kingdom Standard Chartered Full time

**Job***: Operations

**Primary Location***: Europe & Americas-United Kingdom-London

**Schedule***: Full-time

**Employee Status***: Permanent

**Posting Date***: 04/Dec/2023, 9:54:08 AM

**Unposting Date***: 18/Dec/2023, 5:59:00 PM

**The Role Responsibilities**

**Job Role**

The role is responsible for
- Perform end-to-end orchestration across all processes and services managed by Client Management.
- 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.
- Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps.
- Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes.
- Perform Account opening orchestration for all UK required account openings for Internal / external accounts.
- Carry out Trade profile creations for all UK and AG trade openings.
- Orchestrate the FM onboarding requirements and ensure a smooth handover / transition once KYC is complete.
- Being the main point of contact for all NTB KYC related queries.

**Strategy**

**Targeted Improvements**
- Act as a service partner, work together with Clients, RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients.
- Deliver excellent service against agreed service standards, delivery standards, and mínimal 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.
- Adherence to changes in line with the Client Management destination model and DOIs.

**Business**
- Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps.
- Provide quality support and advice to Relationship Managers (RM’s) within all lending units on all documentation related matters, including the origination of documentation for customers where required.
- Deliver excellent service and advice to our Corporate, Commercial and Institutional Banking (“CCIB”) and Banking and Business Banking (“BB”) 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 Client Management.
- 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.
- Adhere to first-time-right principles.
- Provide insights and suggestions to improving processes, identifying opportunities to streamline and automate. Look at ways to promote standard work and best practices.
- Undertake ad-hoc duties and when delegated by Line Manager and Country Client Management Head.

**Client Relationship Management**
- Demonstrate strong knowledge of client needs for the assigned client portfolio and able to engage clients effectively.
- Have the ability to set expectations of stakeholders (Internal and External) to ensure deadlines are met.

**Client Due Diligence (CDD) and Regulatory Onboarding**
- Review of CDD for New to bank Clients and perform regulatory onboarding (e.g. FATCA, CRS, MIFID, Sanctions) activities.
- Conduct checks on CDD as applicable.
- Respond and clear queries from Clients / Checkers / Other Specialists / Business CRM in a timely manner.
- Work in partnership with all relevant stakeholders effectively within the end-to-end CDD process.
- Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.
- Carry out requirement review for additional booking locations when linked to an NTB request.
- Segments covered include Corporates, Banks and Broker dealers (BBD) and Public sector development organisation (PSDO).

**Account Opening**
- Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.
- Work closely with Transaction Banking Implementation Manager for complex implementations as per agreed process.
- Document Archival (hard and soft copies).
- Carry out both UK Internal and client account openings for FI and Corporates.

**Peo

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