Country Head of Client Management📣 Job Ad

About the Role

Standard Chartered is seeking a Country Head of Client Management for Saudi Arabia, based in Riyadh. This full-time role requires 5-10 years of experience and involves building and operating client management functions in adherence to global standards, controls, and conduct. The position focuses on enhancing frontline and client experience through improved turnaround times, productivity, and process efficiencies, while embedding a strong risk culture.

Key Responsibilities

• Lead the implementation of the Client Management model in Saudi Arabia, focusing on service differentiation by client segment and value.
• Define the scope of the Client Management model, including activity inventory, capacity estimates, process flows, roles and responsibilities, and resourcing.
• Ensure seamless integration of Client Management into the overall Target Operating Model (TOM) of CCIB with minimal business disruption.
• Accelerate digital transformation and align digital value propositions with client needs and preferences.
• Lead local capabilities for client onboarding and management activities, including cross-border documentation.
• Manage an end-to-end Client Management model, supporting the CCIB frontline to exceed client expectations.
• Establish a clear and uniform approach for implementing global operating models across all Client Management processes (CDD, Account Opening, Account Maintenance, S2B activation, Credit Documentation, MIS, off-boarding).
• Identify and streamline key processes, working on improvements to optimize delivery in accordance with global standards.
• Maintain oversight and participate in monthly Service Review Meetings (SRM) between Business Teams and Country operating teams.
• Ensure clear definition of roles, responsibilities, and service levels in Service Level Agreements (SLA) between Client Management and Business or other Functions.
• Drive Client Management discipline in logging client complaints and ensure adherence to the Bank’s Complaints Policy.

People and Talent Management

• Develop a highly engaged Client Management team in the country, with strong oversight on talent management and hiring.
• Ensure hiring decisions align with the capabilities required for the Client Management role profile.
• Provide appropriate training to achieve optimum quality deliveries and foster cross-training across managed areas.
• Employ, engage, and retain high-quality personnel, with succession planning for critical roles.
• Lead by example, building an appropriate culture and values that promote high team engagement.

Risk Management and Governance

• Implement the Operational Risk (OR) Framework across managed processes and control operations to meet risk tolerance thresholds.
• Proactively manage risks and establish/monitor controls to enhance the overall risk management framework.
• Work closely with Local Compliance, Credit, Legal, and Risk for guidance on complex policy/risk issues.
• Ensure effective governance for Client Management in compliance with internal policies and external regulations.
• Serve as the Country Process Owner for relevant processes impacting Client Management.
• Ensure strict adherence to regulatory requirements and maintain audit readiness for Client Management responsibilities.

Regulatory and Business Conduct

• Display exemplary conduct and adhere to Standard Chartered Bank’s Group Values and Code of Conduct.
• Take personal responsibility for embedding high standards of ethics, regulatory, and business conduct.
• Understand and ensure compliance with all applicable laws, regulations, guidelines, and the Group Code of Conduct.

Required Experience

Candidates should possess 5-10 years of relevant experience in client management, operations, or a related field within the financial services industry. The role requires a full-time commitment.