Job Summary
• The Head, HK Cash Client Service, is accountable for the client delivery outcomes and the team’s overall performance within his/her remit.
• Responsible for delivering high quality Client Service to all clients in the country, providing a differentiated experience for top tier clients
• Lead collaborative partnership across the Bank by working closely with Sales, Operations, Product and other internal Service Partners to ensure consistent and seamless client service execution.
Job Responsibilities
• Build a high performing country team of Client Service teams to drive exceptional client service satisfaction and successful delivery of the bank’s client servicing proposition.
• Develop and implement best practices to drive positive client experience and proactively lead operational efficiency efforts and process improvements.
• Lead and support mindset change, building a culture of client centricity, agility, and accountability through standardised metrics and measurement.
• Track service performance and ensure performance targets are always met; work with Team Leads to define action plan where needed.
• Ensure that systems capabilities, infrastructure and processes are adequately provisioned to meet day to day requirements. Work with relevant internal partners to address gaps as applicable.
• Maintain pulse checks on thematic issues impacting clients and ensure these are funnelled to the Regional Head, Transaction Banking (TB) Cash Client Service / Client Service COE team to help define strategic action plans.
• Support the Global Process Owner in reviewing Client Service-related processes ensuring it drives positive client experience, improve productivity, reduce risk and improve controls
• Manage adherence to policies including escalation and compliance requirements. Monitor and regularly review procedures and controls to ensure they reflect changes in process, products, polices and regulations.
• Establish understanding of the Corporate and Investment Banking (CIB) and TB Cash business strategy and leadership expectations, ensure client servicing standards are met or exceeded.
• Ensure thematic country client issues are appropriately captured and are raised to the relevant client experience for effective resolution.
• Ensure appropriate team capacity management to align with business and portfolio changes, engage with the Regional Head, TB Cash Client Service to address any resourcing challenges
• Deliver service process improvements to meet efficiency goals and drive business growth through improved client experience.
• Management of any relevant ad hoc projects and strategic initiatives requiring support
Key stakeholders
Internal:
• TB Sales
• TB COO
• TB Product
• GAM / FAM / RAM/ARMs
• Product Partners
• Key functional partners e.g., Technology /PSS, Client Management, Operations (Trade, Cash, FMO etc), Finance, Marketing
• Function Support teams (Risk, Compliance, Legal)
• Region / Country Leadership teams
External
• Clients
Skills and Experience
• Manage Conduct
• Risk Management and Internal Controls (SIF)
• Manage People
• Business - Strategy and Business Model (SIF)
• Business - Market Knowledge
• Business - Products and Processes
• Business - Business Partnering
Job Requirements
• Bachelor’s degree in Banking or Finance preferred
• Ideally 15+ years’ experience in FI / Corporate Banking experience
• Global Market Instant Management, Client Service and Cash Product experience will be advantageous
• Risk & AML certified as stipulated by the Bank policy for the respective role
• English and/or local language skills as relevant
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.
