Associate, 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***: 10/Jan/2023, 6:16:33 AM

**Unposting Date***: Ongoing

**The 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 channel 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 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

**Business**
- Provide quality support and advice to Relationship Managers (RM’s) within all lending units located in Standard Chartered Bank [INSERT COUNTRY] 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 (e.g. 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

Credit Documentation
- Perform 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 applicable
- Ensure that the data sources used for the extraction of the return is correct
- Identify processing risks or inefficiencies and implement appropriate and effective changes

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 e.g. 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 ba

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