Country Head of Client Management

2 weeks ago

Baladīyat al Ghuwayrīyah, Qatar Standard Chartered Bank Full time


Build Own Operate (BOO) Client Management inthe country in accordance with globally consistent standards,controls, and levels of conduct & valued behaviours.

Deliver significant improvement in frontline & clientexperience in terms of TAT, productivity, and processimprovements.
Embed appropriate risk culture and standards ofexcellence.

This will include strong emphasis and focus on:
(i)Effective delivery of quality client service based on clientsegment and tiering differentiation (ii) Efficient management ofclient account maintenance activities (iii) Accurate and efficientcredit and client onboarding, management and offboarding processes;(iv) Heightened awareness of AML risk, and associated controls; (v)Effective first line risk management; credit and AML riskmonitoring and remediation (vi) Oversight of the execution of CDD;and (vii) Management of quality Static Data (viii) Expansion intoother process to support business and risk control objectivesResponsibilities Strategy Strategy & Execution

  • Lead the implementation of Client Management in the country with afocus on service differentiation based on client segment / tieringand value. Ensure that the model is scalable, best-in-class,client-focused and fit for purpose of client delight
  • Right scoping the Client Management model in terms of chalking outthe activity inventory, capacity estimates, process flows,R&R and appropriate resourcing
  • Engage all therelevant impacted teams across businesses, functions, andstakeholders to ensure Client Management seamlessly integrates intothe overall TOM of CCIB with minimal business disruptions
  • Fully understand the CCIB business strategy andleadership expectations and ensure Client Management activities areeffectively managed in accordance with the Bank'sstrategic focus
  • Accelerate the shift to digital andensure the digital value proposition is aligned withclients' needs and preferences
  • Lead localcapabilities for onboarding and client management activities border documentation)
  • Ensure alignment betweenCCIB business and Client Management with regular engagementregarding business priorities, issues, and address any gaps
  • Ensure alignment between onshore and offshore teams inaccordance with the overall onshore-offshore client delivery model
  • Reinforce synergy between countries, regions and hubs,through close communication and consistency of standards
  • Spearhead the delivery of Client Management change projects,improvement, remediation activities in the country
  • Continuously work on the expansion of the scope of ClientManagement including more processes and business segments,geographies

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