Associate , Client Central Services Team, Private Bank

Key Responsibilities

• Role as a CSM under CSM Central Team which is a task-based structure with specific service catalogue.
• Assist RM on assigned tasks to ensure smooth delivery of client requests.
• Ensure comprehensive support services including checking and preparation of required documentations, collating and submission, follow up internally (and externally with clients) in accordance to the bank’s policy and requirements to ensure completion of client requests.
• Equip with updated SME knowledge of Central Team tasks (Process Knowledge, Systems Usage, Policy Requirements) to ensure concise and relevant information flow. Execute all client transactional and or administrative needs accurately and on a timely basis. (information flow and client requests might include but not be limited to exchange rate requests, referral letters).
• Collaborate closely with Market CSM and RMs to ensure proper handover and processing of the required tasks to ensure satisfactory and efficient client experience.
• Be a SME contact point for Market CSM, RM, RM TLs, MH for central team task catalogue.
• Handle and resolve day-to-day queries from clients, RM, RM TL on tasks assigned under central team, and or transactional activity, operations, systems, account re-balancing processes etc.
• Support RMs administratively to complete internal documentation and related processes (e.g. client profiling / KYC diligence) and input all required and mandatory information to processing systems.
• Ensuring all tasks (self and backup) are updated, responded, and completed within agreed SLA.
• Support RMs on assigned tasks issues with internal departments. Report and elevate customer complaints to management in accordance with established procedures. Failure to report and escalation will result in disciplinary action.
• Work cohesively and collaborate closely with the Central Team and Market CSMs to share case handlings and provide constructive feedback in improving process and best practices.
• Handle and ensure client documents and reporting comply with internal process standards.
• Ensure full awareness of and adherence to the policy and procedures e.g. credit policy and operation procedures.

• Client Services:
  Client Service Managers (CSM) to deliver consistent and high-quality service to Private Banking clients.
• Facilitate a smooth working relationship of Front Office teams with support functions.
• Business Controls:
  To comply with all applicable money laundering prevention procedures and highlight suspicious activities/behaviour of clients and staff e.g., account irregularities and alert TL/CA of the suspicious transactions on a timely basis.
• Fully compliant with regulations and Group policies and guidelines, and be able to highlight, mitigate and protect the bank against credit, legal, documentation, repetition and other risks; to always conduct business in a compliance-conscious manner and alert to the potential risks of money laundering and other undesirable transactions/activity during and after client on-boarding process.

• Work with relevant teams to enhance the control environment within the Front Office.

• As stated above

• Lead through example and build the appropriate culture and values.
• Regularly help CSM team leader to review team structure/capacity plans, including RM:
  
  CSM ratios and individual RM: CSM pairings.
• Develop professional skills of oneself, including training, license registrations, and deepening of “knowledge spikes” on specific topics by the CSM Team Leaders.

• Responsibility for identifying, assessing, monitoring, controlling and mitigating risks that may be posed by activities conducted by the Relationship Managers. Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them.

• As stated above

• 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,…