JOB SUMMARY

• Transaction Banking is a significant part of Standard Chartered Bank Corporate & Investment. We provide industry leading services in Cash Management, Trade and Finance, Liquidity Management to corporate and institutional clients worldwide. 
• This senior client service manager role is responsible for delivering high quality services to bank’s existing platinum & gold clients in The Great China, focus on consistent meeting and exceeding clients’ expectations in Hong Kong. The role will provide clients with quality and timely feedback in a professional manner to their queries and concerns, and address their elations, to ensure high service levels in line with client’s expectations and Standard chartered best practices.   

RESPONSIBILITIES

• Develop service models for the client group with all key stakeholders
• Implement the client specific service proposition (at global, regional, country level) ensuring that all parties are clear on client requirements and expectations
• The Global / Regional service manager will lead the virtual client service teams to ensure consistent & coordinated service experience for our clients across the network
• The Global / Regional service manager will also act as an escalation point for thematic service issues across client network and drive resolution of the issue in collaboration with the Operations & Service Teams in Countries
• Proactive client engagement through:
• Service Reviews / Due Diligence as agreed with clients; identification and closure of gaps between clients’ needs and service delivery
• Review and tracking of service performance through client experience dashboard to improve service levels, identify service gaps, recognize clients changing needs and requirements.
• Regular conversations with relevant stakeholders (TB Sales Team, Product Team, TTO) to deepen understanding of clients’ Business and service requirements.
• Support tracking of revenues and identify opportunities for new products to the benefit of the client.
• Active engagement in on-going service initiatives, projects, client surveys
   

Strategy

• Under SC business and client needs. 
• Have strong strategic mindset. 
• Feel comfortable with change 

Business

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

Processes

• Drive discipline in logging client complaints in accordance with the Bank’s Complaints Policy and ensure the team fully understand their obligation to capture client complaints in the designated system and follow through to resolution.
• Review relevant client service insights through available reports in GEMs / service related dashboards to identify trends in servicing gaps and take proactive steps to address root cause issues
• Ensure service review discussions are appropriately captured and well documented.

People & Talent 

• Be able to drive for result. 
• Competent at job. 
• Be role model to junior staff in the team. 
• Strong team player  
   

Risk Management

• Be aware of / fully compliant with the TB operational risk and governance framework
• Facilitate regular discussions on risk awareness, operation and risk control improvements, lessons learnt from incidents and identify best practices to strengthen teams’ operational risk awareness and knowledge
• Uphold good conduct – ensure full compliance with regulations, policies, and procedures. Prevent data leakages, regulatory breaches caused by lack of knowledge and knowledge

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.

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
   

Qualification

• Bachelor’s degree in Banking or Finance preferred.  
• Ideally 15+ years’ experience in banking or other relevant environment
• 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 

Role Specific Technical Competencies

• Manage Conduct 
• Risk Management and Internal Controls ( SIF)
• Manage People 
• Business- Strategy and Business Model (SIF)
• Business- Market Knowledge 
• Business- Product and Process 
• Business – Business Partnering
   

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.