Associate Director - Relationship Manager - SME

Job Summary

Working Rhythm

Ensure that the Working Rhythm is followed for increased engagement and to improve efficiency.

Ensure that all customer transactions are processed within TAT.

Ensure smooth coordination with internal stakeholders for client transactions.

Service Culture:

• Build a service culture where the service managers are focused on creating an excellent experience for the customer and empowering them by promoting digital migration.
• Ensure service stories are published monthly, and the service managers are appreciated for the services provided.
• Ensure that multiple customer testimonies are captured in CEMS and there is a culture of acknowledging the service team's efforts.

Key Responsibilities:

Request Management:

• Ensure that the team effectively raises all the service requests in CEMS, EOPS and ensures end-to-end tracking.
• Adherence to the prescribed turnaround time.
• Cash and Trade Transactions: Timely and efficient processing of the trade and cash transactions.
• Collaborate with stakeholders such as the Contact Centre, CSG, Email Channel and ensure that the prescribed metrics are met.

Digitalization:

Migration of A2 to S2B.

Ensure S2B migration for corporates processing A2 manually.

The service team has taken the initiative of engaging with the top 25 corporates and migrating them to S2B.

Ensuring complete coverage of customers to automated/online solutions like S2B, Trade InfoManager, remittance e-alerts, e-statements etc.

Risk Management:

• To conduct all business operations in compliance with internal policies and external laws/regulations/guidelines.
• To ensure full compliance with audits, RBI, and other applicable regulations/guidelines/laws.
• To drive the compliance culture down the line.
• Ensure management control and performance/operating standards are appropriate and are being adhered to.

Learning and development for the Team:

• Learning calendar for the team has been rolled out; ensure participation, and modify the calendar as per the emerging needs and trends.
• Ensure that the team participates and proactively enrolls for various trainings, e-learnings, and other developmental programs to enhance skill sets.

Processes:

As per bank's guidelines and process.

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

Qualifications:

Any graduate with relevant experience as Relationship Manager.