Job Summary

This is a Senior Manager, Client Services role with the following main responsibilities: 

• Understand the overall Client Services domain architecture and manage changes within them
• Understand the CRM Application in the Client Services domain and become knowledgeable on them
• Collaborate with local stakeholders to onboard client users onto S2B or to activate them for S2B Trade enquiry functionalities.
• Address client enquiries regarding S2B enquiry functionalities and provide guidance and support to ensure effective usage.
• Troubleshoot access issues to S2B enquiry functionalities, including challenges in downloading advices and reports.
• Partner with local Client Service to identify client users who persist in contacting Client Service even after gaining access to S2B enquiry functionalities.
• Promote the benefits of S2B enquiry functionalities through targeted client education and driving user adoption.
• Consolidate feedback from client users on improvement to the enquiry functionalities and maintain a list of required enhancement.

Business

• Spearhead and own testing process & delivery 
• Develop test strategy & test scripts
• Engage with stakeholders including Product Owners, Project Managers, Dev teams and downstream teams
• Assess impact of changes, build functional test strategy and plan
• Work closely with the application development and dev-ops to improve performance, scalability and resiliency of the system
• Development of Testing framework, common tools and utilities

Processes

Development:

• Coordinating with the Service Bench tech team on development of Trade specific workflows and modules
• Provide inputs on the Trade specific workflows and modules
• Sanity testing the Developed modules.

Key Responsibilities

UAT:

• UAT Test Cases Preparation
• Collating additional test cases from markets, if any
• Coordination with markets / testers on UAT
• Case Replay test scenarios
• Planning, organising and performing Sanity testing.

Defects Monitoring:

• Monitoring Defects
• Managing and retesting the defects.
• Assessment the correlation impact of the defects on various functionalities.
• Provide more information on the defects to the development team. 

Comms & Training:

• Daily Cadence calls and UAT Status reports.
• Comms to the Trade Client Services team members and stakeholders on the Project Updates / status 
• To work with tech team on preparing training materials / videos for the testers and users
• Preparation of Service Bench User Manual
• Documentation of Trade Modules and workflows for Client Services System library

People & Talent

• Lead by example, develop and embed a high-performance culture with specific focus on capability, effectiveness, and productivity.
• Support the development of talent to ensure a high-quality succession pipeline at all levels and ongoing development activities that focus on the identified talent within the team.
• Foster a culture of collaboration and a mindset of change and growth

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.

Other Responsibilities

• Embed Here for good and Group’s brand and values in team; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);

Qualifications

• Bachelor’s degree in finance with extensive experience in Client Services
• Extensive experience in Client Servicing Applications
• In depth knowledge on Client Services Processes
• Strong and effective leadership communication skills with a proven ability to influence & confront the senior stakeholders effectively
• Proactive approach to recognising stakeholder needs, solving problems, anticipating issues, and developing solutions, excellent business judgment and strategic thinking.
• Able to work in a high-pressure environment and ability to manage multiple deliverables in a timely and effective manner
• Strong networking and interpersonal skills, forming positive working relationship in in a geographically and culturally dispersed environment
• Exceptional verbal and written communication and presentation skills i.e., PowerPoint, Excel,

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.