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Fully understand client needs and associated account management requirements for the assigned client portfolio
Effectively manage all day to day account maintenance activities and respond to client queries to ensure the highest level of client service and relationship health Drive strong client execution
Develop strong relationships with key client contacts through proactive client engagement and effective resolution of client issues
Ensure ongoing communication with CM TLs and RMs regarding any clients issues, unusual utilisation patterns overall client satisfaction levels/account management quality and any other relevant client feedback
Escalate account management issues to the CM TL for resolution (RM as secondary escalation point)
Log all client complaints in WorkBench in accordance with the Client Complaints Handling policyAccount Management
Ensure effective portfolio quality and risk mitigation through the provision of proactive support on client on-boarding activities (liaising with COBAM), account maintenance and credit monitoring activities (liaising with CAs)
Effective management of client documentation requirements to completion, demonstrating timeliness and quality - in partnership with CDU, L&C, LDU and COBAM.- Proactively review, annotate and manage excess and past dues and ensure they are regularised on time and cash/cheques are released on time
Ensure document deficiencies are minimised and rectified in a timely manner
Support loan draw-downs, cash management, trade offerings, audit confirmations, network account on-boarding and seek transactional approvals as necessary to facilitate faster TAT
Ensure general portfolio hygiene of client data from a quality control perspective. Flag any client data integrity issues to the relevant owner for resolution or resolve directly where authorised i.e. client tagging and limit information
Proactively manage assigned client portfolio ensuring priority clients (Top 100, Next 100, New 90) have a seamless client experience in support of the CIB growth agenda
Our Ideal Candidate
Bachelor degree in Banking or Finance, preferred corporate banking knowledge with client service experience
Knowledge of CDD policy, Bank legal documentation frameworks
Cross-product operational experience/knowledge
Ability to problem solve and manage under tight deadlines
Operates with a high sense of urgency
Good communication in English, Cantonese and Mandarin
Internal Number: 5924195
About Standard Chartered Bank Hong Kong
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