Specialist Client Delivery Maker-2200013422

Business

• Provide quality support and advice to Relationship Managers (RM’s) within all lending units located in Standard Chartered Bank Pakistan on all documentation related matters, including the origination of documentation for customers where required
• To deliver excellent service and advice to our Corporate (Corporate & Institutional Banking) clients in all interactions for their channel activation pre-transactional enquiries/setup, trainings and other channel related issues

Processes

General

• Perform end-to-end orchestration across all processes and services managed by IMO
• Engage clients throughout process, ensuring seamless delivery and client experience
• Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases.
• Adheres to first-time-right principles
• Provide insight and suggestions to improving processes, identifying opportunities to streamline and automate. Looks at ways to promote standard work and best practices.
• Undertake ad-hoc duties and when delegated by Line Manager and Country Head of IMO

Client Due Diligence (CDD) and Regulatory Onboarding

• Perform all relevant onboarding processes
• Creation of CDD for New Clients & Review of CDD for Existing Clients and perform regulatory onboarding (e.g. FATCA, CRS) activities
• Drive GIC and network onboarding processes
• Conduct checks on CDD as applicable
• Respond and clear queries from Checkers / Other Specialists / Business CRM on a timely manner
• Work in partnership with all relevant stakeholders effectively within the end-to-end CDD process
• Where serving as a checker, perform checks on CDD output from Client Delivery Makers, ensuring they adhere to policies and standard work
• Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations

Enablement [Account Opening and Channels]

• Perform relevant account opening activities, working closely with the relevant onshore and Hub teams to deliver fast set-up of all relevant systems
• Deliver excellent service and advice to our Corporate (Corporate & Institutional Banking), clients in all interactions for their Straight2Bank channel activation pre-transactional enquiries/setup, training, and other channel related issues
• Accept and arrange processing of various channels (Straight2Bank) and related products and services setup requests for Corporate and Institutional Banking (CIB) clients; including internal setups e.g. for Client Access, Transaction Banking (TB) implementation testing setups, various internal operations unit’s setups relevant to channels activation
• Conduct checks on activities, documentation, and output (by other specialists or makers) within the account opening and channels activation processes as applicable
• Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations

Servicing [Static Data Maintenance, Offboarding]

• Perform relevant static data maintenance and offboarding activities including raising of SDM and offboarding requests in the system

Strategy

Targeted Improvements

• Act as a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client channel issues and identify opportunities to improve overall service for the clients
• Ensure uniform approach towards implementation of Global IMO Model and adherence to DOIs
• Deliver excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate

Automation and Streamlining

• Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes

People and Talent