Job Summary

• Lead a diverse team of client service managers, fostering an environment of collaboration and continuous development while holding accountability for managing Financial Securities Services (FSS) clients within the local market.
• Independently oversee implementation of local client accounts and work in synergy with global implementation teams to support complex, multi-market client portfolios, ensuring seamless integration and execution of strategies.
• Play an integral role in shaping, enhancing, and deploying the global client management strategy for FSS clients, ensuring alignment with both client and organisational goals.
• Manage and nurture existing client relationships to drive high levels of client satisfaction and long-term loyalty, contributing positively to business growth and market presence.
• Identify opportunities through collaboration with Sales teams to generate new business referrals and expand revenue streams, while maintaining a client-centric approach.
• Act as a trusted advisor by understanding clients’ current and future business needs, providing insightful guidance and proactive solutions to strengthen professional relationships.
• Serve as the country’s primary escalation contact for any client issues or requests, ensuring timely resolution and fostering transparency and trust between client and bank.
• Drive continuous improvement initiatives that elevate client service standards and operational excellence within the team and broader organisation.

Job Responsibilities

• Provide leadership and mentorship to a seasoned team of Client Service Managers, fostering an environment that encourages professional growth and high performance through constructive feedback and coaching.
• Lead the end-to-end client onboarding process and service delivery operations, ensuring alignment and effective collaboration between local, regional, and global stakeholders to provide clients with a consistent and high-quality experience across markets.
• Implement and advance the global client management strategy tailored for the Financial Securities Services sector, ensuring local execution complements global priorities and client expectations.
• Regularly monitor client satisfaction metrics and feedback to identify trends, proactively propose and implement improvements that enhance client engagement and loyalty.
• Work closely with Sales and Relationship Management teams to identify potential growth opportunities within existing accounts, nurturing prospects and converting them into successful client engagements.
• Serve as the pivotal trusted advisor for clients by anticipating their evolving requirements, offering tailored advice informed by industry knowledge and market developments.
• Act decisively as the primary escalation channel for client concerns within the country, coordinating with relevant internal teams to facilitate swift resolution and maintain client confidence.
• Collaborate cross-functionally both within the Bank and with external partners to address complex client issues, ensuring compliance with organisational policies and regulatory frameworks while delivering solutions that exceed client expectations.
• Maintain comprehensive and accurate documentation of client interactions, service milestones, and implementation outcomes to support transparent reporting and drive organisational learning and continuous service enhancement.

Skills and Experience

• Educational Background: A bachelor's degree or higher qualification is essential, ideally within Finance, Business Administration, or a closely related discipline to provide a strong foundation for understanding financial products and client management.
• Client Service Expertise: Demonstrated minimum of 5 years’ experience in a client service role within Securities Services, showcasing comprehensive knowledge of sector-specific products, processes, and regulatory considerations.
• Organisational and Multitasking Skills: Exceptional organisational capability with acute attention to detail; adept at prioritising and managing competing demands in fast-paced, dynamic settings without compromising quality.
• Client Centricity: A proven track record of exceeding client expectations through a commitment to personalised, attentive service, and effective issue resolution.
• Communication Proficiency: Excellent verbal and written communication skills, capable of clearly conveying complex financial and operational information to a varied audience including clients, internal teams, and senior management.
• Analytical Aptitude: Strong analytical and problem-solving skills, able to synthesise data and business intelligence to support strategic decision-making and identify growth opportunities.
• Integrity and Trustworthiness: Outstanding ability to build and maintain trust with clients and colleagues alike, demonstrating professionalism, confidentiality, and ethical conduct in all interactions.
• Leadership and People Development: Experience managing and developing small teams, with an ability to inspire, motivate, and provide constructive leadership to achieve team and organisational objectives.
• Multilingual Communication: Fluency in English and Chinese languages (Mandarin and Cantonese) is crucial for effective engagement with regional clients and global teams, enhancing cross-cultural communication.

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.