Vietnam Job Openings
Standard Chartered
Senior Manager, Client Services SAT
November 12, 2024
JOB SUMMARY
- To handle S2B client onboarding/maintenance and training request, provide an accurate, legal, efficient and timely service to customers and other internal counter parties.
KEY 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 minimal error rates as appropriate
Automation and Streamlining
- Monitor the efficiency, effectiveness and quality of the operations from time to time and provide corresponding actions for improvement with respect to the changing business or customer needs
- Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes
- Drive adoption by the team, of the latest tools and techniques to improve performance
- Adherence to changes in line with the IMO destination model
Business
- 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
- Laise with business units, local/group product, other supporting operations and external business partners when necessary to capture business opportunities in a timely and effective way
- Supporting various stakeholders on regulatory and audit requests
- Act as departmental coordinator for outsourcing matters. This requires detailed understanding of outsourcing policy, procedure and regulation
- Maintain good working relationships with the various Business Units, Finance, Risk, Technology and Operations community
- Undertake ad-hoc duties and when delegated by Line Manager.
- Identify process improvement opportunities and work closely with management to implement the change
Processes
General
- 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
- Deliver quality, risk management, efficiency and effectiveness as per agreed standards & metrics
- Drives relevant targets across team. Ensures that the team works collaboratively to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and to within agreed service level agreements including turnaround times, productivity, and quality
- Ensure work performed by team is error free with no operating losses and adheres to first-time-right principles. Contribute to the teams’ BAU productivity at the highest standards, ensuring minimal rework across the team within all processes managed.
- Manages document inventory, ensuring processes are in place and consistently adhered to by the team in line with global documentation standards and to enable retrieval of documentation in a timely manner
- Drives robust operating rhythm across team, ensuring allocation of resources against simple vs. complex and critical activities delivers best outcomes for clients and the Bank. Proactively plans capacity by forecasting volumes and measuring cycle times
- Identify process and service improvement opportunities and work closely with management to implement changes, facilitate transfer of best practice
Drives implementation of change initiatives
- Ensure that appropriate internal resources, systems, procedures and controls are in place and are operating effectively
- Appropriately challenge stakeholders in the value chain where necessary, facilitating resolution of complex cases and where blockages exist that impact execution
- Ensure, lead and monitor both strict adherence to regulatory requirements, and efficient preparation for Audit reviews
- Responsible for appropriate and timely escalation, especially significant risk issues, to any governance committees or to other stakeholders in senior management, risk or control functions as appropriate
- Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures
Client Due Diligence (CDD) and Regulatory Onboarding
- Client Due Diligence (CDD) and Regulatory Onboarding (e.g. FATCA, CRS)
- Demonstrate thorough understanding of the Group’s Client Due Diligence (CDD) policies and procedures, various systems, and how it correlates with business needs. Provides input and insight into relevant policy & project discussions as required.
- Ensures that applicable CDD standards are adhered to by team and all policy/ process/ procedure gaps are highlighted and resolved with relevant stakeholders and senior management on a timely basis
- Drive GIC and network onboarding processes
Credit Documentation
- 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
- 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 • Facilitate Channels on boarding, on-going maintenance activities including training and post implementation service support to our Straight2Bank clients
- Work closely with Transaction Banking Implementation Manager for complex implementations as per agreed process
- Provide Straight2Bank training to client for implementations via phone, web-ex, face to face • Document Archival (hard and soft copies)
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 bank
- Develop and implement a personal learning plan with team manager, to attain necessary competencies
- Successfully complete milestones as laid out in implemented personal learning plan
Risk Management
- Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role remit
- Comply with applicable Money Laundering Prevention Procedures and report any suspicious activity to the operational risk team and Line Manager
- Ensure a clear and uniform approach towards implementation of the global operating model for all IMO-related processes, and adherence to DOIs
- Report any deviation (if any) to appropriate authorities and obtain proper dispensations
- Proactively manage risks and establish/monitor controls to improve the overall state of the risk management and operating framework
Governance
- Ensure strong due diligence on document safekeeping and data confidentiality
- Ensure correctness of documentation prior to any dispensation from the Bank
- Ensure compliance with the internal policies and credit policies, external policies, regulatory and statutory requirements
- Undertake periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls
- Highlight significant issues/errors to team leader
Regulatory & Business Conduct
- Display exemplary conduct and live by the Group’s Valued Behaviours and Code of Conduct.
- Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
- Achieve the outcomes set out in the Bank’s Conduct Principles: Financial Crime Prevention; The Right Environment.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
- Key Stakeholders
- Internal
- Country IMO Head, Client Delivery Managers and other Specialists, Makers and Checkers
- Control Governance Managers and Specialists
- GBO Hub teams and In-country CET teams
- Account Opening Teams
- Front Office (RMs, CMs, CCMs)
- Lending Documentation Unit
- Commodities Transaction Management Unit
- Business CRM
- Business Operational Risk Manager
- Transaction Banking (Trade, Security Services, and Cash Management) Implementation Managers
- Client Documentation and Control
- Credit Documentation Co E
Other Responsibilities
- Embedding Here for good and the Group’s brand and valued behaviours in the Integrated Middle Office team
- Performing other responsibilities assigned under Group, Country, Business or Functional policies and procedures
MONEY LAUNDERING PREVENTION
- Fully understand and comply with money laundering prevention requirements.
- Undertake training on MLP at least once every 12 months
- Ensure money laundering prevention reporting procedure is followed.
- Follow money laundering prevention reporting procedures and report to business MLPO (CR) should there be any money laundering related issues
Risk Management
- Comply with the bank’s policies
- Governance
- Comply with the bank’s policies
Regulatory & Business Conduct
- 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.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key Stakeholders
Internal
- CMO Managers/Officers on daily transactions and operational matters.
- Cash client services and RB (BB, PFC) on daily transactions, enquiries and investigation.
- CSCU relating to investigation, nostro account‘s matter.
- Head of CIC Ops for guidance and matters out with your own discretionary authority
- IT Manager/Officers on system and other technical matters
- Production System Support (PSS) team on e BBS/Dot Opal/STS/EOPS…. incidents
- External
- The Bank’s customers in respect of remittance if necessary.
Other Responsibilities
- Embed Here for good and Group’s brand and values in Vietnam TTO – Cash Management Operations; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures
Our Ideal Candidate
- University Graduate, Major in Economic and Banking is preferable.
- Good knowledge of banking products and local regulations.
- Good communication skill in both English and Vietnamese.
- Ability to work under pressure.
- Client service skill and problem-solving skill.
- Computer/PC skills
- Strong ability to positively influence stakeholders across value chain to both orchestrate and execute on processes and deliver exceptional client service and experience
- Ability to positively engage and build rapport with clients
- Strong writing and presenting skills in English
- Problem solver; looks for solutions and finds ways to progress despite blockages
- Strong drive to deliver
- Has a clear understanding of the client needs being serviced
- Ability to work independently without direct supervision and able to cope with pressures from tight deadlines
- A team player with good interpersonal skills
- Ability to build strong relationships with diverse stakeholders, work collaboratively with them to deliver exceptional client service & experience while balancing robust operational management ·
- Ability to directly influence stakeholders across value chain to secure resources and buy-in required to deliver operational and client service targets
- Ability to understand and derive insights & improvement opportunities from MIS and performance data
- Ability to positively engage and build rapport with clients
- Has a clear understanding of the client needs being serviced; able to articulate and align team to them
- Knowledge and experience in relevant processes managed by the Integrated Middle Office · Sound knowledge of local regulations (CDD, credit and lending, risk management) · Superior writing and presentation skills in English
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.
Together we:
- Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
- Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
- Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
What we offer
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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