Job Summary

•    The Regional Cash Client Service Manager in Transaction Services is responsible for managing client relationship for multi-market complex International Corporate clients.  The segments include Industrial Services & Transportation, Energy Natural Resources, Technology Media & Telecom, Consumer Retail Healthcare, Public Sector Development Organization and Commodity Trade & Agriculture. 
•    The Regional Cash Client Service Manager’s primary responsibility is complete ownership and accountability for the service delivery relationship across our Global Corporate client base. The candidate will work independently as an individual contributor to represent the bank and act as an advocate for the assigned client portfolio. Understanding clients’ business and forming a partnership that effectively ties our clients to SC and drives SC market reputation and business growth.

Key Responsibilities

Client Relationship and Advisory
•    Serve as a trusted advisor, developing and maintaining strong relationships with client influencers
•    Use metrics and client insights in service reviews to identify service improvements and optimization opportunities.
•    Track service performance, address client concerns, and drive continuous improvement.
•    Proactively identify client needs, leveraging local/regional insights to improve experience and operational efficiency, including product training, client learning, and adoption of new features / services

Client Change and Incident Management 
•    Maintain deep understanding of client business models, account structures, and operating environments.
•    Support clients on Bank-driven regulatory, product, and technology changes to minimise disruption to business

Transactional Support – Issue Resolution and Escalation Management 
•    Act as the primary contact for client stakeholders across top tier clients, managing complex queries and escalations
•    Manage the service recovery process through handling, logging complaints and ensuring resolution with accountable units.
•    Oversee service arrangements and service levels to ensure high client satisfaction
•    Manage high-severity escalations such as critical payments (payroll / tax), or critical flows.
•    Lead issue resolution across relevant SCB teams to ensure a smooth client experience.

Support for key clients and segments 
•    Ensure key clients are offered market- and/or segment-specific expertise within time zone as it relates to cash management services or channel activation
•    Support RFP requests, service reviews and client insights
•    Coordinate with internal Technology teams to resolve client issues regarding incidents

Our Ideal Candidate

• 10+ years of experience in financial services industry or in a similar field with regional exposure
• Degree in Finance (Masters preferred)
• Excellent communication to manage discussions at all levels 
• Innovative solution viewpoint / recommendations with understanding of clients technical needs
• Problem-solver with excellent attention to detail
• Comprehensive Cash management products knowledge such as (FX, Payments, Liquidity mgmt., API) 
• In-depth and broad technical understanding of end-to-end client and trade life cycles in cash management space
• Experience in leading critical transactional Support by facilitating resolution for complex transactions related issues and exception handling
• Strong Experience in collaborating effectively with regional /global stakeholders across functions to come up with sustainable client centric solutions to resolve escalated issues or complaints
• Experience in global stakeholder management – ability to influence stakeholders by efficiently explaining service requirements and demonstrating impact of client service as a key competitive driver
• Ability to collaborate as a team and contribute effectively to proactive service initiatives locally such as Client Service Plans in a coordinated fashion with RMs and Global Account Managers 

Role Specific Technical Competencies

• Manage Conduct 
• Business - Products and Processes
• Stakeholder Management
• Strategic Thinking
• Business - Business Partnering
• Business – Process Management

About Standard Chartered

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

What We Offer

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• 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 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.

Visit our careers website to learn more about us: www.sc.com/careers.

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