The Role Responsibilities
The Business Account Management, Head is responsible for ensuring all team members meet their objectives, which includes but is not limited to effective implementation, client relationship management and maintaining high service standards for custody clients.
The individual may also have client management responsibilities as and when required
The role’s principal responsibility is to actively manage and maintain a strong level of satisfaction among the most important clients within Securities Services globally.
The client base includes some of the largest global financial institutions which have extremely exacting standards and expect global best levels of client service.
The jobholder’s responsibility is to understand these requirements and ensure they are delivered consistently to a high standard.
Candidate will also interact strongly with other BAMs regionally to exchange ideas and maintain uniformity across regions.
The role requires an in-depth understanding of each client’s business model, based on sound industry experience coupled with analysis of the client’s individual needs.
Collaboration and co-operation are hallmarks of success as the jobholder often needs to bring together multiple internal parties such as regional and country heads of SS, Operations, Product Management, Financial Institutions, as well as external entities, to find innovative solutions to complex, often multi-market requirements.
In so doing candidate is expected to maintain the right balance between effective cost management and sometimes bespoke solutions.
Success factors will include hard targets for retention of existing revenue. Client satisfaction is a key factor in expanding existing SS relationships and maintaining a strong pipeline of potential new business from existing clients, will work together with Sales to convert, is another key success factor.
The role is also responsible for the client relationship throughout the implementation process and will act as the single point of contact for the client during the implementation phase.
Candidate will participate in meetings with the client and define the solution design.
Manages the most important FSS custody clients residing in-country
Independently implements local client accounts and collaborates with global implementation teams on complex multi-market client accounts
Contributes to, and implements, the global client management strategy for SS clients
Manage existing clients to maximise their satisfaction and long-term contribution to the bottom line i.e. ensures upward trend of client satisfaction
Retains existing business and creates opportunities for new business referrals to work alongside with Sales
Be a trusted advisor to the client based on current and future needs to continue to develop the client relationship
Acts as country escalation point for client issues and requests
Works closely across the bank to ensure best in class & quality services are being provided to local BAM clients
Works closely with FI to align and understand client strategic growth opportunities for the local BAM clients
Ensures consistent levels of service are provided to clients
Thorough understanding of clients and ability to deliver in challenging situations
Build strong relationship and trust with local BAM clients
Anticipate and embrace change to retain and build a competitive edge
Achieves targets for revenue retention and defence from existing mandates
Identifies innovative solutions to clients’ requirements, maximising re-use of existing capabilities
Identifies opportunities for growth from existing business and for referrals to work with Sales for new products and services
Researches clients to fully understand their business model and identify innovative ways to anticipate and manage their requirements
Monitors competitor service offerings to identify and remediate any gaps
Adds value to client relationships by developing MI, enabling clients to enhance their own efficiency and interaction with SCB
Maintains appropriate commercial balance between needs of clients and long-term profitability / efficiency of the business
Acts as senior escalation point as per the agreed client matrix and takes leading role in managing issues to resolution.
Personally manages important client relationships
Monitors client survey feedback and implements appropriate actions in response
Ensures consistency of client management approach and collateral in all locations for which responsible
Oversees management of BAU DD branch visits.
Has oversight of timely actions to remedy SLM breaches.
Oversees periodic reviews of service standards and client SLMs.
People and Talent
Leads through example and builds appropriate culture and values as part of a team
Sets appropriate tone and expectations from country service teams and works in collaboration with risk and control partners.
Attend ongoing training and development.
Objectively provides feedback to Client Service managers and provide guidance when necessary
Takes responsibility for identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual and the team play in managing them
Assesses the effectiveness of the Group’s arrangements to deliver effective governance, oversight, and controls in the business and, if necessary, oversee changes in these areas
Maintains awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
Delivers effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.
Regulatory & Business Conduct
Displays exemplary conduct and lives by the Group’s Values and Code of Conduct.
Takes 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.
Work to achieve the outcomes set out in the Bank’s Conduct Principles : Fair Outcomes for Clients, Financial Crime Prevention, The Right Environment.
Effectively and collaboratively identifies, escalates, mitigates, and resolves risk, conduct and compliance matters.
Closely liaises with internal technology and operations teams to define common standards to adopt in managing the operational relationship with clients, under the auspices of the overall client management model
Communicates Client Management strategy to business partners to ensure understanding of Client Management principles
Works closely with Sales and Product Management to define client requirements and prioritise accordingly
Facilitates client meetings with regulators and market infrastructures.
Embeds Here for good and Group’s brand and values,
Performs other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
Act as a role model, behaving with integrity and demonstrating exemplary conduct
Our Ideal Candidate
Extensive end to end knowledge of Securities Services within Transaction Banking
Strong commercial awareness and ability to spot cross sell opportunities through developments in the market and client requirements.
Exceptional relationship management skills. Strong ability to manage and effectively influence multiple stakeholders.
Strong drive for results, ability to plan, track and follow through to drive results
Strong programme management skills, attention to detail and diligence in execution
Proven capabilities in growing businesses and developing franchise
Proven risk management capabilities
Proven experience of managing change
Thorough understanding of complex clients and ability to deliver in challenging situations
Facilitates collaborative working across the Bank and with key industry stakeholders
Influence internal stakeholders to implement clients’ strategic requirements
Acts as a trusted advisor based on a long term perspective on current and future needs
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