Job Summary

We are seeking an experienced Client Service professional to deliver a differentiated, high-quality and consistent service experience for Corporate & Investment Banking (CIB) clients across the UAE and Middle East. The role will take ownership of Platinum and Gold tier client service relationships, implementing client-specific service propositions, connecting with client teams across treasury and finance departments, managing complex service escalations and driving service excellence across the end-to-end client journey.

The successful candidate will build trusted relationships with clients and internal stakeholders through proactive engagement, regular service reviews and continuous improvement. Working closely with CIB Relationship Managers, Transaction Services (TS) Sales and Product teams, Operations, Technology and other Functional Partners, the role will proactively address service challenges, identify opportunities to enhance the client experience and support the deepening and growth of strategic client relationships.

Key Responsibilities

• Translate CIB and TS strategy into differentiated client service propositions, aligned to the needs of strategic clients across the Standard Chartered network
• Drive a proactive, insight-led service agenda, anticipating client needs, addressing systemic service challenges and continuously improving the end-to-end client experience
• Position Client Service as a strategic enabler of relationship growth, partnering with Coverage, Sales and Product to strengthen client engagement, deepen relationships and identify opportunities for greater business value
• Champion digital adoption and service transformation, leveraging technology, automation and data-led insights to simplify servicing, strengthen self-service and deliver a more efficient client experience
• Shape and embed consistent service standards across the UAE and Middle East, balancing regional priorities with local market requirements while driving scalability, best-practice adoption and sustainable service excellence
• Adherence to workflow management protocols through logging, tracking and closure of requests, enquiries and complaints
• Ensure client complaints are logged and managed in line with the Bank's Complaints Policy.
• Exceed the service excellence targets including but not limited to case resolution TATs and root cause analysis
• End to end ownership of assigned portfolio of clients from initiation of periodic service reviews (including onsite meetings with treasury and finance teams of clients) to follow through on each action item
• Leverage available reporting tools and client experience dashboards to identify trends, address root causes, and improve service performance.
• Promote best practices, knowledge sharing, continuous improvement, and professional development across the service organization
• Maintain full compliance with the Transaction Services (TS) operational risk and governance framework including but not limited to data confidentiality and AML standards .
• Promote risk awareness and effective control practices across client service teams.
• Ensure adherence to regulatory requirements, internal policies, and procedures while helping prevent operational and regulatory risks.
• Complete all mandatory learning requirements in accordance with Bank policy.
• Support effective governance, oversight, and control arrangements across the business.
• Maintain awareness of the regulatory environment and requirements relevant to the role.
• Demonstrate the highest standards of ethical behaviour and conduct.
• Ensure compliance with all applicable laws, regulations, policies, and the Group Code of Conduct.
• Proactively identify, escalate, mitigate, and resolve risk, conduct, and compliance matters.

Skills and Experience

• Cash Management (local & cross border payments, forex, collections, liquidity management)
• Commercial Acumen
• Service & Escalation Management
• Stakeholder Management & Influencing
• Governance & Controls
• Data & Service Analytics
• Change & Transformation
• Regional & Cultural Awareness
• Adaptable & Nimble
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Qualifications

• Bachelor’s degree in finance, Business, Economics or a related discipline preferred
• Prior experience in CIB, Transaction Banking, Cash Management or Client Service, preferably within a large international or regional bank
• Strong knowledge of Cash Management products and Digital Banking channels
• Demonstrated experience in managing multi-national corporate and institutional clients
• Experience working across Sales, Product, Operations, Technology and Risk/Control functions in a matrix organization (functional and regional)
• Language proficiency, English and Arabic

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.