Senior Manager, Client Service
Standard Chartered Bank
Bangalore, India, Asia
3h ago

The Role Responsibilities

Strategy

  • Awareness and understanding of the Group’s business strategy and model appropriate to the role.
  • Processes

  • To Input and Authorize Client enquiries received in the system
  • To converse with clients efficiently over e-mails and Phone.
  • Ensure all timelines are met with accuracy as per agreed SLA with clients.
  • Managing the team members effectively, knowledge sharing among team members & developing individual skills of all team members.
  • Process training to new joiners, regular updates on the process change and incorporation of the changes in DOI.
  • Ensure proper functioning of day-to-day controls, periodic monitoring of activities and timely resolution of risk issues.
  • To ensure successful completion of BCP / DR test at required frequencies.
  • To escalate issues as they occur or received from clients and coordinate communication to senior stakeholders.
  • Co-ordinate various testing in respect of new application and processes relating to Client Services activities and check reports for confirmation and sign-off.
  • Handling Internal and External Auditors and clarifying all queries in a timely manner.
  • Managing KCSA related queries,
  • To support Migration of the new activities.
  • Complete all mandatory e-learning as and when it required.
  • People and Talent

  • Collaborative skills and should be able to work with staff across locations and grades.
  • Risk Management

  • To ensure all control / operating procedure and documentations are properly followed.
  • To ensure compliance to all established procedures, regulations and the Group Guidelines.
  • To keep track of changes (internal and external) affecting Clients and communicate such changes, along with impact analyses, on a pro-active basis, through newsflashes, market insights, operations guides and through other routine communication.
  • Governance

  • In the event of serious regulatory breaches, or where risk tolerances have been breached, ensure senior management are informed and that actions are taken quickly to remediate and / or activities are ceased.
  • 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.

  • Lead to achieve the outcomes set out in the Bank’s Conduct Principles : Fair Outcomes for Clients; Effective Financial Markets;
  • Financial Crime Compliance; The Right Environment.

  • Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct and compliance matters.
  • Key Stakeholders

  • Business partners across countries, Central operations, GBS SSO Management team and Larger SSO team.
  • Our Ideal Candidate

  • 3-4 years of relevant work experience in the following areas : Worked in Operations Processing team and have experience in processing complex transations Knowledge of allied products like Fund services and reference data will be an added advantage.
  • Stake holder management Need to work closely with I.T team to resolve the system issues, should be able to articulate properly the same to senior staff in the I.T forum’s.

  • Excellent Knowledge of Custody operations, Securities Settlements, Corporate Actions, Financial Market Operations.
  • Excellent oral / written communication skills . Ability to converse and interact with Global clients over e-mail and Phone.
  • The person should also have good understanding and operational experience in both the Core Custody process (Settlement / Corporate Actions ) , problem solving , analytical abilities and foreseeing the client requirements.

    In addition the candidate should poses people managerial capabilities and stake holder management . EOD Controls, regular SLA calls with clients, escalation management, system enhancements and drive process efficiencies.

  • The candidate should have minimum of 6-8 years in a client facing role.
  • The candidate should have been responsible for process management like work allocation, LA / TAT management of client queries, Incident Management monitoring work queues, intra / end-of-day controls, etc
  • Exposure to Multi-market Settlement and Asset Servicing operations involving Mandatory and Voluntary corporate actions, SWIFT messaging, and fund transfers.
  • Hands on experience in handling ICSD systems viz., Clearstream / Euroclear would be added advantage.

  • Flexible in shifts.
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