Job Summary

We are seeking a dynamic and experienced leader to head our Client Service Management Team. The successful candidate will ensure that all processes and transactions comply with our policies and standards, drive process improvements, and enhance client experience within the SME segment

Key Responsibilities:

Leadership & Team Management:

• Lead, motivate, coach, and develop the Client Service Team and Account Service and Monitoring Manager.
• Foster a culture of continuous improvement, collaboration, and excellence within the team.

Process Ownership & Optimization:

• Take end-to-end ownership to ensure process adherence and drive simplification, standardization, and optimization of processes impacting the SME segment.
• Monitor and drive initiatives to improve onboarding and key process turnaround times (TAT) and enhance business efficiency and client experience.

Stakeholder Management:

• Interface with utility partners such as Group Technology & Operations (including teams such as Trade Operations) and CRC to ensure seamless support for the Business Banking segment.
• Drive infrastructure integration for the segment in line with the Group roadmap.
• Provide system and process training for the segment.

Risk Management & Compliance:

• Manage and monitor risk mitigants with Operational Risk (OR).
• Ensure general portfolio hygiene of client data from a quality control perspective, including correct client tagging, segment classification, etc - in SCI (System) , WorkBench, and EBBS (Electronic basic banking system)
• Attend EAR (Early Alert Response) Review meetings and participate in relevant business meetings, forums, or committees as required.
• Support other projects as assigned under business initiatives

Operational Efficiency:

• Drive continuous improvement of operational efficiency and effectiveness of processes to increase consistency across systems and processes.
• Support the framework for effective management of operational risks across the Business and compliance with applicable internal policies and external laws and regulations at a group level.
• Support the execution of Business strategy in a safe and well-controlled manner, incorporating infrastructure requirements and ensuring they are fit-for-growth.
• Review processes related to Credit and Credit Monitoring, Offshore Booking, Onboarding and Account Management, Automated Clearing House, and Lending

People & Talent:

• Promote a culture of risk awareness and good conduct within the team.
• Set appropriate tone and expectations, working in collaboration with risk and control partners across all functions to embed a strong culture of risk awareness and good conduct for business.

Qualifications:

• Proven experience in a leadership role within client service management, preferably in the banking or financial services industry.
• Strong understanding of operational processes, risk management, and compliance requirements.
• Excellent leadership, motivational, and coaching skills.
• Ability to drive process improvements and optimize business operations.
• Strong stakeholder management and communication skills.
• Ability to work collaboratively with cross-functional teams and external partners.
• At least 10 years of related working experience (Commercial Banking / Business Banking / Trade Operations, etc.), preferably in regulatory compliance, First Line of Defence Risk & Control role, or internal audit role in a financial institution.
• Prior work experience in dealing with fraud-related matters, operational risk concepts, risk management principles, and controls.
• Deep understanding of SME business processes and practices.

Technical Competencies

• Discretional lending knowledge
• CASA Products and Processes
• CDD process knowledge
• Risk Management Principles and Control
• Operational risk knowledge

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.