Job Summary

•    The Executive Director, ASA Regional Head of Client Services – FSS owns the end-to-end client service experience for the region's Financial & Securities Services franchise, spanning Custody, Fund Accounting, Transfer Agency, Trustee and Digital Assets. The role sits at the centre of the client lifecycle, working in lock-step with Sales, Relationship Management and Operations to ensure clients receive consistently high-quality, joined-up service across every touchpoint
•    The role holder is accountable for building and leading a high-performing regional Client Services organisation, embedding a culture of continuous improvement, and ensuring the service model evolves in step with clients' changing needs, product complexity and market/regulatory change.  The role requires an in-depth understanding of each client’s business model, based on sound industry experience coupled with analysis of the client’s individual needs

Key Responsibilities

Strategy
•    Oversee Client Services delivery across the ASA region, ensuring a consistent operating model, governance cadence and reporting framework across markets.
•    Ensure the regional team maintains strong awareness of local regulatory, market infrastructure and client requirements while adhering to global standards and controls.
•    Own regional client service MI and reporting, providing senior management and governance bodies with clear, decision-useful insight into service performance, risk and trends.
•    Establish tiered client segmentation and service coverage models so that service intensity and governance are proportionate to client size, complexity and strategic value

Business
•    Partner closely with the Regional Head of Sales and Regional Head of Relationship Management and Client Implementation to ensure client commitments, onboarding and ongoing servicing are fully aligned and mutually reinforcing.
•    Act as a trusted senior partner to Sales and Relationship Management on client retention, service recovery plans and growth opportunities identified through day-to-day servicing.
•    Work hand-in-glove with Operations leadership on capacity planning, exception management, and end-to-end process design, ensuring service and production teams operate as a single client-facing unit.

Processes
•    Own overall accountability for service quality and client satisfaction across the FSS client base in the region, acting as the senior escalation point for material service issues.
•    Set and monitor service standards, SLAs and KPIs across Custody, Funds and Fiduciary Services and Digital Assets, ensuring consistent delivery across markets and client segments.
•    Drive root-cause analysis and remediation on recurring service issues, working with Operations to resolve process and control gaps rather than symptoms.
•    Partner closely with the Regional Head of Sales and Regional Head of Relationship Management and Client Implementation to ensure client commitments, onboarding and ongoing servicing are fully aligned and mutually reinforcing.
•    Work hand-in-glove with Operations leadership on capacity planning, exception management, and end-to-end process design, ensuring service and production teams operate as a single client-facing unit.
•    Act as a trusted senior partner to Sales and Relationship Management on client retention, service recovery plans and growth opportunities identified through day-to-day servicing.

•    Continuously reassess the service model against evolving client demands, product innovation (including digital assets) and industry best practice, bringing forward proposals for change.
•    Sponsor process re-engineering, automation and technology adoption initiatives that improve STP rates, reduce settlement fails and lift the overall client experience.
•    Lead or contribute to broader Client Solutions transformation initiatives, including operating model redesign, service tiering and governance frameworks.
•    Champion a Hyper Care approach for critical client transitions and new mandates, ensuring elevated support during periods of heightened client risk.

People & Talent
•    Build, lead and develop a large, multi-market Client Services organisation, setting clear accountabilities, performance standards and career pathways.
•    Coach and develop team leaders, fostering a client-first, accountable and collaborative culture across the function.
•    Lead workforce planning, talent development and succession planning for the regional Client Services team.
•    Drive engagement and retention through visible leadership, regular communication and recognition of strong client outcomes.

Risk Management
•    Ensure service delivery operates within the bank's risk, compliance and regulatory framework, escalating issues promptly and transparently.
•    Support internal audits, regulatory exams and control reviews relevant to client servicing.

Governance
•    Represent Client Services in regional governance forums, client review committees and new business/onboarding governance, providing the service perspective on deal structuring and client commitments.

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

Our Ideal Candidate

•    12+ years of extensive experience in securities services / asset servicing, with a strong track record in client service, relationship management or operations leadership.
•    Deep product knowledge across Custody, Fund Accounting, Transfer Agency and Trustee services; familiarity with digital assets is an advantage.
•    Proven experience leading large, multi-market teams through change, with strong people leadership and coaching capability.
•    Demonstrated ability to influence and partner effectively with senior Sales, Relationship Management and Operations stakeholders.
•    Strong command of client service governance, MI/reporting and regulatory considerations relevant to securities services 
•    Track record of leading continuous improvement, operating model redesign or transformation initiatives.
•    Excellent executive communication and presentation skills, with experience presenting to senior management and governance committees.
•    Bachelor's degree required; relevant professional qualifications and advanced education preferred.

Role Specific Technical Competencies

• Securities Services
• Fund Accounting
• Transfer Agency & Trustee Service
• Banking Product Knowledge
• Communication skills
• Stakeholder Management skills  

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.

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers