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.  
The role requires an in-depth understanding of each client’s business model, based on sound industry experience coupled with analysis of the client’s individual 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.    
Success factors will include hard targets for retention of existing revenue.  Client satisfaction is a key factor in expanding existing Securities Services relationships and maintaining a strong pipeline of potential new business from existing clients.
Provide back up in the monitoring of all Collective Investment Scheme (CIS) clients’ portfolios, in line with the Capital Markets (Collective Investment Schemes) Regulations, 2023, thereby protecting the interests of the underlying investors. 


Key Responsibilities


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 BAM clients
Works closely with the Relationship Manager to align and understand client strategic growth opportunities for the clients
Ensures consistent levels of service are provided to clients
Thorough understanding of clients and ability to deliver in challenging situations
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
Monitors competitor service offerings to identify and remediate any gaps
Maintains appropriate commercial balance between needs of clients and long-term profitability / efficiency of the business
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 leading role in managing issues to resolution. 
Personally manages client relationships
Monitors client survey feedback and implements appropriate actions in response
Oversees periodic reviews of service standards and client 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
Provides back up to the Trustee and ensure that all the reports and statements which must be made to the client, CMA and other parties by the Trustee in terms of the regulations are delivered as per the required timelines.
People & Talent 
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.
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 individual and the team play in managing them.
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.
 Advise clients of all new industry developments 
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.
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
Works closely with Sales and Product Management to define client requirements and prioritise accordingly
Facilitates client meetings with regulators and market infrastructures.
Client engagement as per CMA Regulations and Scheme documentation


Other Responsibilities


Embed Here for good and Group’s brand and values in Kenya [country / Financing & Securities Services business unit / team]; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);


Skills and Experience


Client relationship management skills
Highly developed knowledge of the securities industry
Strong analytical capability
Well-developed influencing skills
Strong stakeholder management skill
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 risk management capabilities
Proven experience of managing change
Thorough understanding of complex clients and ability to deliver in challenging situations


Qualifications


Degree in Finance related field
Chartered Institute for Securities & Investment certification (CISI) is an added advantage