Associate Director, Markets, Operational Client

**JOB SUMMARY**
- The Operational Client Relationship Manager will be a member of the global Market Client Solutions team being fully accountable on the service delivery relationship for the Markets Tier 1 and select Tier 2 clients in the region. The primary responsibility is to manage Markets operations service delivery and overall client experience, with focus on Tier 2 clients. The individual needs to be able to deal with inbound operational queries or escalations and must therefore have an all-round understanding of operations from trading through settlement and reconciliations. A solid understanding of Markets products and trade lifecycle would be requirement. The individual will be proactively outreaching to clients for continuous service improvement feedback, whilst partnering with Front Office to identify further new business opportunities.

**RESPONSIBILITIES**

**Strategy**
- Deliver a first-class operational relationship management in all Markets related interactions. Oversight of all client touch points: Pre / At / Post trade operational activities.
- Work with Sales / RM to identify opportunities and ensure smooth first trade execution. Ensure new account / new business / new client is successful with no operational issues.
- First port of call for Sales. Act as senior escalation contact person for internal stakeholders. Work with internal teams to resolve the issue. Communicate with clients to solve immediate day to day issues with transactions as well as understand their longer terms needs to shape business decisions in Operations.
- Constantly seek opportunities to improve global consistency, work closely with the Hubs (GBS) and other regions to close gaps and standardise processes.
- Service Reviews: Conduct service reviews, performance benchmarking and client surveys. Regularity to vary by Tier. Support Sales/RM on opportunity Identification. Pitch SCB solutions to meet client need (i.e., new products and offerings) and identification of cross-selling opportunities.
- Retention/Growth of wallet share: Produce client scorecards and active tracking of scorecard improvements / issue resolutions.
- Trusted and active client engagement: Always looking to improve the customer experience. Work together with internal teams to identify and solve repeat client issues. Provide value adding services such as client training, market insights, etc.
- Digitalization/e
- channels adoption opportunities: Identify and work with clients to propose relevant e-channels and STP improvements in client's workflow processes.
- Escalation contact person for Markets clients for all post-trade queries. Single point of ownership where responses have fallen outside of agreed SLA.
- Complaint Management: Acting as Complaint Handler for complaint logged for Markets segments.
- Client due diligence: Facilitate and plan client due diligence visits and response to due diligence questionnaires.
- Client feedback and advocacy: Solicit ongoing feedback from clients/ Business (VoC/ VoB) on process and operational issues to drive process improvement and efficiency.
- Client profiling: Build profiles of clients in collaboration with Sales & Ops, using details from all client interactions and show business workflows, future growth areas, future initiatives, platforms used, and products traded with SCB.
- Industry: Actively represent SCB at Industry Groups and Forums and provide tangible outputs to internal stakeholders
- Fully understand the Markets Sales and COO strategies and leadership expectations and how they support CIB and overall Bank Strategy. Be able to articulate the same to internal and external stakeholders as required.

**Risk Management**
- Ensure Group Risk Management standards are being maintained / adhered to
- Engage Risk, Legal & Compliance and Operational Risk as appropriate on escalated items relating to Risk Management

**Governance**
- Adherence to Ops Risk Framework standards of implementation and process management:

- Continuous review of procedures and booking model

**Key Stakeholders**

**Internal**
- All Markets Operations functions and Markets Ops MT
- Markets Sales, Trading & COO
- Client Coverage RMs and Client Managers
- Onboarding teams (IMO)
- Markets and Country / Regional Legal / Compliance
- Other CIB or Bank teams as required to support client initiatives

**External**
- Tier 1 and 2 Clients in segment and / or region as directed by the client tiering list (owned by Sales COO) and other Markets Clients and segments as required
- Vendors, Market infrastructure and Service Providers (e.g., AcadiaSoft, TriOptima, Murex, DTCC, FX ALL, MISYS, GTSS, BBG, etc.)
- Correspondent Banks, Custodians
- Consultants and Industry / Trade Bodies
- Regulatory and Supervisory agencies as required

**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 a