Job Summary

To deliver the right level of client service and advice to Securities Services clients in all interactions for their transactional enquiries complains, and other service-related issues based on the client tiering model.
•    Responsible for serving as primary contact person for clients and internal staff for advice, enquiries, complaints and any other service issues.
•    Deliver excellent service against agreed service standards and in line with client satisfaction criteria.
•    As an internal voice of client, work together with BAMs, Operations, Technology, and other key internal stakeholders to solve client issues timely with no/minimal escalation and identify opportunities to improve overall service for the clients.
•    Foster long lasting relationships and rapport with premier clients at the transactional / operational level. 
•    Works with the BAM team to manage existing/strategic clients to maximize client satisfaction and long-term contribution to the bottom-line Champion client incident management by ensuring timely rectification and escalation where required. Ensure root cause analysis is completed and preventative measures are implemented effectively. Service level reviews conducted in a planned manner with appropriate engagement from internal stakeholders (i.e. key BAM and/or SSO participation if needed).
•    Identify opportunities for service improvement based on useful metrics and demonstrate results

RESPONSIBILITIES

Strategy

To deliver the right level of client service and advice to Securities Services clients in all interactions for their transactional enquiries complains, and other service-related issues based on the client tiering model.
•    Responsible for serving as primary contact person for clients and internal staff for advice, enquiries, complaints and any other service issues.
•    Deliver excellent service against agreed service standards and in line with client satisfaction criteria.
•    As an internal voice of client, work together with BAMs, Operations, Technology, and other key internal stakeholders to solve client issues timely with no/minimal escalation and identify opportunities to improve overall service for the clients.
•    Foster long lasting relationships and rapport with premier clients at the transactional / operational level. 
•    Works with the BAM team to manage existing/strategic clients to maximize client satisfaction and long-term contribution to the bottom-line Champion client incident management by ensuring timely rectification and escalation where required. Ensure root cause analysis is completed and preventative measures are implemented effectively. Service level reviews conducted in a planned manner with appropriate engagement from internal stakeholders (i.e. key BAM and/or SSO participation if needed).
•    Identify opportunities for service improvement based on useful metrics and demonstrate results

Processes
•    Participate in annual or as agreed Service Reviews for premier clients. 
•    Reviewing service performance with the clients and generate ways to continuously improve service level standards
•    Periodically, accompanying BAMs on sales calls to sell our service capabilities and/or to resolve clients’ operational and service issues
•    Provide pro-active client updates
•    Leveraging on metrics and client insights to understand client’s needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage, up-selling and cross-selling etc.
•    Making proactive calls on clients to improve the utilization level of facilities, increase transaction volume, identify opportunities for channels and referrals for the business
•    Build trusted partnerships with clients at the daily transactional / operational level
•    Follow up with clients to complete/ participate in market

Business

•    Primary point of contact / escalation for external clients in terms of providing solutions, enquiries, complaints, resolving of discrepancies and transactional errors.
•    Ensure the provision of the highest standards of client service in response to client enquiries and complaints in order to deliver best in class client service.
•    Ensure incidents are managed and resolved in a timely manner.  Actively engage with internal stakeholders and support functions to overcome obstacles in resolution of incidents while providing timely updates to client and internally on progress made.
•    Maximize the GEMS work tool to gain efficiency in directing and resolving client queries along with incident escalation protocol.
•    Proactive client engagement and regular “pulse checks” for premier clients through due diligence visits, service reviews, proactive communication of market news, deeper understanding of clients’ need end-to-end, questionnaires completion, RFP, etc.
•    Use GEMS incident user interface to ensure client complains are logged timely and accurately for auto-system escalation communications to the appropriate senior management levels responsible to ensure full resolution of client issues and regularly update client on progress if the issue is taking longer than expected.
•    Maintain a professional and positive SCB image through all interactions with clients.
•    Continually identify opportunities to improve client efficiency and performance, through e.g. optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities.

People & Talent 
•    Execute team operating standards set out by the Country Head of Client Services to ensure highest standards of service execution and related client communication.
•    Ensuring participation of training modules and track training completion.

Risk Management 

•    Full awareness of the Bank’s risk management approach through 1st, 2nd, 3rd line of defense
•    Thematic analysis and review of client issues and complains in order to identify root causes and remediation actions.
•    Uphold highest level of code of conduct o ensure full compliance with regulations, policies, and procedures.  
•    No exception to completing mandatory trainings timely.
•    Comply with Operational Risk Framework set out for Client Service including but not limited to client identification, complaints and enquiry handling.
•    Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.
•    Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.

Governance *
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•    Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies
•    Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities
•    Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank  
•    Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections
•    Cooperate with any investigations or reviews on regulatory failure such as accountability review

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.
•    Lead the [country / business unit / function/XXX [team] to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] * 
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
•    [Insert local regulator e.g. PRA/FCA prescribed responsibilities and Rationale for allocation].
[Where relevant - Additionally, for subsidiaries or relevant non -subsidiaries]
•    Serve as a Director of the Board of [insert name of entities]
•    Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent) 

Key stakeholders

Securities Services Sales, Implementation, Product, Operation

Other Responsibilities
Embed Here for good and Group’s brand and values in XXXX [country / business unit / team]; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); [List all responsibilities associated with the role]

Skills and Experience

• Ability to write reports, business correspondence and procedure manuals.
• Strong communications (both written and spoken) skills.
• Ability to deliver consistent results under pressure and beyond standard working hours
• Detail orientated, team player, takes end to end ownership, drive for results to support/grow the business, sustain intensity & optimism while focusing on delivering excellent service to clients.
• Ability to establish and maintain effective working relationships with peers and business partners.
• Excellent interpersonal skills and positive attitude.
• Excellent analytical, problem solving, and time management skills. 
• Core understanding of client requirements and how to deliver on banking solutions.
• Able to work against competing priorities from various clients and manage sound delivery.
• Must be client focused. Acts in a way that improves the client experience and creates better service.
• Works collaboratively with contacts through pragmatic approach to solutioning and problem solving where required.
• Good Influencing and negotiating skills at senior levels.
• Possess skill, ability, experience and confidence to navigate the Bank and business partners to ensure servicing client requests are completed on time.
• Ability to present ideas and information effectively in group settings.

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.