Job Title: Associate Director, Business Account Manager, Securities Services
Organisation: Standard Chartered Bank
Duty Station: Kampala, Uganda
About the Company:
Standard Chartered Bank Uganda Limited is a British multinational banking and financial services company headquartered in Hong Kong, China. It operates a network of over 1,700 branches and outlets (including subsidiaries, associates and joint ventures) across more than 70 countries and employs around 87,000 people. It is a universal bank with operations in consumer, corporate and institutional banking, and treasury services.
Job Summary: 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. Jobholder will also interact strongly with other Business Account Managers (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 evaluation of the client’s personal 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 Financing & Securities Services, Operations, Product Management, Financial Institutions, as well as external entities, to find innovative solutions to complex, often multi-market requirements. In so doing one is expected to maintain the right balance between effective cost management and sometimes bespoke solutions.
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. Jobholder participates in meetings with the client and define the solution design.
Key Duties and Responsibilities:
- Manages the most important Financing & Securities Services clients residing in-country
- Contributes to, and implements, the global client management strategy for Securities Services 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
Strategy
- Works closely across the bank to ensure best in class & quality services are being provided to local Business Account Manager (BAM) clients
- Works closely with Financial Institution (FI) to align and understand client strategic growth opportunities for the local Business Account Manager (BAM) clients
- Ensures consistent levels of service are provided to clients
- Thorough understanding of clients and ability to deliver in all situations
- Build strong relationship and trust with local Business Account Manager (BAM) clients
- Anticipate and embrace change to retain and build an outstanding edge
- Implement established escalation processes for significant issues and concerns raised to manage the culture of “no surprises”.
- Participate in relevant forums and committees to ensure that participants in these forums are adequately informed on regulatory compliance requirements.
Business
- 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 Standard Chartered Bank (SCB)
- Maintains appropriate commercial balance between needs of clients and long-term profitability / efficiency of the business
- Ensure operational delivery/ execution between Trustee team and the rest of the business. i.e. Know Your Clients (KYC) requirements, Banking facilities, Account opening, carve – outs / ringfencing etc. Any dysfunctional issues must be raised with the Trustee.
- Ensure query resolution within the agreed timelines with internal and external stakeholders.
- Conversant with, and due regard for, all procedures and regulations as stipulated by Standard Chartered Bank, Compliance, and the Capital Markets Authority (CMA).
Processes
- Acts as senior escalation point as per the agreed client matrix and takes charge 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 Business As Usual (BAU) branch visits.
- Has oversight of timely actions to remedy Service Level Management (SLM) breaches.
- Oversees periodic reviews of service standards and client Service Level Managements (SLMs).
- Manage daily, monthly, quarterly, and annual compliance reporting deliverables to clients. Escalate any non-deliverables to the Trustee, or factors that may impact on the delivery.
- Ensure that all the reports and statements which must be made to the client, Capital Markets Authority (CMA) Uganda, and other parties in terms of the regulations are delivered as per the required timelines.
People & Talent
- Manage 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 Team and provide guidance when necessary
Risk Management
- 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 colleague and the team play in managing them
- Under Risk Management Framework and guidelines applicable to the role and the Bank as a whole
- Manage the implementation of a risk-based approach to compliance within the business, by following the Regulatory Affairs and Compliance framework, which outlines the relevant Compliance methodology to be applied.
- Assess all findings to establish trends and escalate all issues of a significant nature to the appropriate stakeholders on a timely basis (as and when these occur).
Governance
- 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 examine fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.
- Advise clients of all new industry developments
- Build and maintain meaningful relationships with internal and external stakeholders (for example: Business Unit management, Assurance providers, Regulators, etc.) with the aim of understanding their needs.
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.
- Manage the [Uganda / Financing & Securities Services Function to achieve the outcomes set out in the Bank’s Conduct Guidelines: [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 e.g. Bank of Uganda (BOU)/Capital Markets Authority (CMA)-Uganda prescribed responsibilities and Rationale for allocation].
Key stakeholders
- 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 practices
- Works closely with Sales, Product Management, Trustee to define client requirements and prioritise accordingly
- Facilitates client meetings with regulators and market infrastructures.
- Uganda Retirement Benefits Regulatory Authority (UBRA) – Submit timely regulatory reports
- Internal Stakeholders – Work closely with all internal stakeholders
Other Responsibilities
- Embed Here for good and Group’s brand and values in Uganda [country / Financing & Securities Services business unit / team]; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures;
Qualifications, Skills and Experience:
- Extensive end to end knowledge of Securities Services within Financial Markets
- 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 demanding 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
Skills and Experience
- Client relationship management skills
- Highly developed knowledge of the securities industry
- Strong logical capability/acumen
- Well-developed influencing skills
- Strong stakeholder management skills
How to Apply:
All candidates who wish to join Standard Chartered Bank should apply online at the link below.