JOB SUMMARY

• This role focuses on delivering excellent service to Corporate & Investment Banking (CIB) clients and responsible in managing Cash Client Service and Solution Activation Team.

• To lead and manage the service delivery and operational risk framework, develop and monitor strategic planning activities, lead service quality initiatives, build budgets and monitor overall financial performance

• The point of contact for escalations, service reviews, service recovery, and lead issue resolution across relevant Standard Chartered Bank teams to ensure smooth client experience.

• Monitoring communication channels and taking ownership of client issues are crucial.

• Oversee service arrangements and service levels to ensure high client satisfaction

• You will provide guidance and technical advice, escalating when needed, to maximize client operational performance.

• The role also involves proactively identifying client needs, recommending process improvements to improve experience and operational efficiency, maintaining internal documentation, and supporting projects within the Client Service Group.

• Support clients on Bank-driven regulatory, product, and technology changes to minimise disruption to business

Strategy

• Lead teams in building a stronger relationship with our clients and customers.

• Lead initiatives to innovate and digitize their processes as well as intensifying collaboration across the network.

• Support delivery of strategic business priorities and transformation agenda

• Excellent client service

• Zero Client complaint.

• Low abandon calls.

• Reduce potential manual enquiry from client & more client self-service.

Business

• Establish and maintain a close working relationship with the customers to ensure that service issues are promptly escalated and acted upon;

• Initiating & implementing service quality initiatives

• Support the business by developing strong client relationships throughout the implementation cycle and help to identify additional cross sell opportunities 

• Responsible for revenue realization, retention, and growth.

• Uphold the values of the Group and company at all times.

Processes
•    Implement policies and procedures with guidance from Country/Group policies and procedures for
•    Operations.
•    Ensure operational disciplines such as basic requirements are well embedded, measured and tracked.
•    Ensure AML and sanctions activities are carried out at Operations as detailed in the various group guidelines.
•    Drive continuous improvements in Productivity and Cost Efficiencies
•    Take accountabilities for all services supported by internal and external service providers.
•    Streamline and digitize end-to-end processes to reduce manual hand-off, reduce risk and improve client/customer service collaborating with Business.
•    Ensure high security and protection of the Bank’s, Client information

Processes

• Implement policies and procedures with guidance from Country/Group policies and procedures for Operations.

• Ensure operational disciplines such as basic requirements are well embedded, measured and tracked.

• Ensure AML and sanctions activities are carried out at Operations as detailed in the various group guidelines.

• Drive continuous improvements in Productivity and Cost Efficiencies

• Take accountabilities for all services supported by internal and external service providers.

• Streamline and digitize end-to-end processes to reduce manual hand-off, reduce risk and improve client/customer service collaborating with Business.

• Ensure high security and protection of the Bank’s, Client information

Risk Management

• Act quickly and decisively when any risk and control weakness become apparent and ensure they are addressed within an appropriate timeframe and escalated through the relevant committees.

• As required, act as the first line risk owner under the Group’s risk management framework at the appropriate level,e.g. Country.

• Ensure all necessary external legal and regulatory controls are in place from initial migration through service provisioning for Technology & Operations.

• Assist for business continuity planning for the country is in place.

• Ensure risks associated with acquisition and integration activities are well documented and addressed.

Key Stakeholders

Internal Stakeholders – (following individuals & their teams)

• Transaction Banking (Country)

• Corporate & Institutional Banking (Country)

• Technology &Operations (Country)

• Regional/ Client Services Group Country Business Heads in Corporate & Institutional Banking

External Stakeholders

• Clients

• Local regulators and other government departments/officials

Ideal candidates we are looking for:

• Experience in Client Services

• Cash product knowledge

• Proven leadership experience in managing a team

• Strong data analytics skill

• Technology savvy

• Fluency in English and Bahasa (both written and spoken). Mandarin will be an added advantage.

• Excellent presentation and communcation skills.

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).
• 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.