Associate Director, Client Manager - Paris, France - Standard Chartered

Standard Chartered

Entreprise vérifiée

Paris, France

il y a 2 semaines

Posté par:

Sophie Dupont

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Description

Job:
Operations

Primary Location:
Europe & Americas-France-Paris

Schedule:
Full-time

Employee Status:
Permanent

Posting Date: 21/Feb/2023, 10:46:32 AM

Unposting Date:
Ongoing

The Role Responsibilities

Job Summary

The role is responsible for:

Deliver the highest quality client service for the client tier under Corporate
Drive relevant targets across team. Ensure that the team works collaboratively to deliver excellent client service, getting clients to the point of readytotransact as quickly as possible, and within agreed service level agreements including turnaround times, productivity, and quality
Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps.
Ensuring uniform approach towards the implementation of Client Management model in the country with a focus on service differentiation based on client tiering and value
Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes

Responsibilities

Strategy

_Targeted Improvements_

Ensure uniform approach towards the implementation of Client Management model in the country with a focus on service differentiation based on client tiering and value. Ensure that the model is scalable, bestinclass, clientfocused and fit for purpose of client delight
Engage a wide range of internal stakeholders for discussion in order to streamline processes and implement changes
Act as a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients

_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
Accelerate the shift to digital and ensure the digital value proposition is aligned with clients' needs and preferences
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 Client Management destination model and DOIs

Business

Fully understand the CCIB business strategy and leadership expectations and ensure Client Management activities within the team are effectively managed in accordance with the Bank's strategic focus
Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps
Liaise 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
Support various stakeholders on regulatory and audit requests
Maintain good working relationships with the various Business Units, Finance, Risk, Technology and Operations community
Undertake adhoc duties and when delegated by Line Manager and Country Client Management Head
Identify process improvement opportunities and work closely with management to implement the change

Processes

_General _

Ensure the teams are proactively managing the relationship health of the accounts they are responsible for and delivering the highest quality client service.
Deliver quality, risk management, efficiency and effectiveness as per agreed standards & metrics
Drive relevant targets across team. Ensure that the team works collaboratively to deliver excellent client service, getting clients to the point of readytotransact as quickly as possible, and 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 firsttimeright principles. Contribute to the teams' BAU productivity at the highest standards, ensuring mínimal rework across the team within all processes managed.
Manage 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
Drive 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 plan team 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 practices
Drive implementation of change initiatives
Ensure that appropriate internal resources, systems, procedures and controls are in place and are operating effec