Job Summary

Client Services:  
•    Lead team of Client Service Managers (CSM) and CSM Team Leaders, to deliver consistent and high-quality service to Private Banking clients. Provide guidance to Front Office teams (Relationship Managers and CSMs) in executing transactions and other client services (e.g., account opening, periodic reviews, credit, payments, investment transactions), in an accurate and timely manner.  Facilitate a smooth working relationship of Front Office teams with support functions.
Business Controls:  
•    Foster an effective control environment.  Guide CSMs and CSM Team Leaders to minimize operational risks in the Front Office, including all aspects of documentation control.  Implement control measures in compliance with regulations and Group Standards. Drive, implement and promote an effective risk management culture and operational framework.

Key Responsibilities

Strategy
•    Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guideline.
•    Provide professional accurate and timely support to client Advisors.
•    Provide prompt, efficient and courteous service to PVB customers.
•    Ensure transactions are processed with a high level of accuracy and commitment within standard turnaround time in order to satisfy customer needs. 
•    Manage the preparation of Client Due Diligence (CDD) reviews and ensure deadlines are met,and timely follow up of issues raised.
•    Liaising with other Departments where necessary, promptly inform Client Advisors and the management team of any client complaints including resolution with service levels and accurate input.
•    onto the Complaints Database.
•    Deal with and process payments, deposits, and credit card applications accurately and within deadlines and follow up with any queries.
•    Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints.
•    Ensure he/she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. He / She must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.
•    Call Backs to clients to verify high value payments, change of addresses, enquiries and various administrative matters as per the current process and guideline from time to time.
•    Constantly challenge processes and procedures with a view to streamlining and simplifying, to reduce waste and improve service offered to internal and external clients.
•    Deal with Account Opening documentation and queries as required, ensure client files are updated with the relevant documents as per prescribed norms.
•    Ensure compliance to BCSBI, Treating Customer's Fairly standards are consistently met.
•    Keep up to date with existing and new SCB Private Bank products.
•    Keep up to date with new developments in banking, financial and SCB investment products and services.
•    Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections.

Business
•    Manage a team of Client Service Managers (CSM) and CSM Team Leaders to ensure smooth functioning of the Front Office.
•    Work with relevant teams to enhance the control environment within the Front Office.
Processes
•    Supervise execution of processes / parts of processes that require Front Office and CSM action.  These include CDD Account Opening and Periodic Review, Investment Trade Execution, Payments, Non-financial transactions, etc.
•    Measured indirectly by the success of the Relationship Managers, AUM and revenue goals.
•    CDD- Completion of documentation and adherence to local and group compliance issues
•    Adherence to regulatory and Group compliance issues
•    Number of client complaints and compliments received about the direct service offered.
•    Successful completion of all accreditation tests and mandatory e-learning
•    Minimising operational losses and P & L claims
•    Client satisfaction survey results
•    Timeliness of submission-Client instructions and AO/PRs 
People & Talent
•    Lead through example and build the appropriate culture and values.  Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
•    Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
•    Employ, engage and retain high quality people, with succession planning for critical roles.
•    Regularly review team structure/capacity plans, including RM:CSM ratios and individual RM:CSM pairings.
•    Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.
•    Develop professional skills of CSMs and CSM Team Leaders, including training, license registrations, and deepening of “knowledge spikes” on specific topics by each CSM Team Leader.  

Risk Management
•    Supervisory responsibility for identifying, assessing, monitoring, controlling and mitigating risks that may be posed by activities conducted by CSMs and CSM Team Leaders.  Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them.
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.
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key stakeholders
•    PvB Regional Heads, PVB service head, Market Heads, Relationship Managers and Team Leaders
•    Other PvB COO teams, including Controls & Supervision, Client Acceptance & Review, Operational Risk
•    Support functions serving PvB, including Compliance, Legal, Operational Risk
•    Operations back-office serving PvB
•    Technology teams serving PvB

Skills and Experience

•    Banking services
•    Wealth Management services
•    Soft skills like Communication, Interpersonal
•    System – Word / Excel / PPT

Qualifications

•    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.
•    Lead the local Client Services (CSM) team to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Financial Crime Prevention; The Right Environment.
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
•    PVB corroboration / X-sell with various segments i.e. cross-border, BB, ME.
•    Regrades – fortnightly + ad-hoc basis
•    Upgrade approvals - ongoing
•    Allocation of ARM codes on EBBS and CUPID at PAN India level
•    PAN India – 2nd level approver for all RMS’ raised for system applications applicable to the Private Bank.
•    POA holder on behalf of the Private bank, hence signing of SLAs etc.
•    Managing accounts of 2 very senior bank staff and their families.
•    Review of AQB waivers.
•    RM and IA Certifications
•    E-learnings
•    Complaint management
•    Upgrades / downgrades of clients
•    Embed Here for good and the Group’s brand and values in Private Banking.
•    Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.