Job Summary

The Head, Taiwan Cash Client Service, is accountable for the client delivery outcomes and the team’s overall performance within his/her remit.
Responsible for delivering high quality Client Service to all clients in the country, providing a differentiated experience for top tier clients
Lead collaborative partnership across the Bank by working closely with Sales, Operations, Product and other internal Service Partners to ensure consistent and seamless client service execution.

•    Build a high performing country team of Client Service teams to drive exceptional client service satisfaction and successful delivery of the bank’s client servicing proposition.
•    Develop and implement best practices to drive positive client experience and proactively lead operational efficiency efforts and process improvements.
•    Lead and support mindset change, building a culture of client centricity, agility, and accountability through standardised metrics and measurement.
•    Track service performance and ensure performance targets are always met; work with Team Leads to define action plan where needed.
•    Ensure that systems capabilities, infrastructure and processes are adequately provisioned to meet day to day requirements. Work with relevant internal partners to address gaps as applicable.
•    Maintain pulse checks on thematic issues impacting clients and ensure these are funnelled to the Regional Head, TB Cash Client Service  / Client Service COE team to help define strategic action plans.
•    Support the Global Process Owner in reviewing Client Service-related processes ensuring it drives positive client experience, improve productivity, reduce risk and improve controls
•    Manage adherence to policies including escalation and compliance requirements. Monitor and regularly review procedures and controls to ensure they reflect changes in process, products, polices and regulations.

Strategy
•    Establish understanding of the CCIB and TB Cash business strategy and leadership expectations, ensure client servicing standards are met or exceeded.

Key Responsibilities

Business
•    Ensure thematic country client issues are appropriately captured and are raised to the relevant client experience for effective resolution.
•    Ensure appropriate team capacity management to align with business and portfolio changes, engage with the Regional Head, TB Cash Client Service to address any resourcing challenges
•    Deliver service process improvements to meet efficiency goals and drive business growth through improved client experience.
•    Management of any relevant ad hoc projects and strategic initiatives requiring support

Processes
•    Proactively drive client servicing effectiveness by:
o    Conducting regular team meetings to discuss key client issues and ensure these are tracked to completion
o    Maintain the country client service issue log for tracking and remediation, proactively drive local issue resolution and escalate to relevant Client Service Forums, as required
o    Lead service improvement discussions and deepen partnership with Coverage/Sales, Product and Functional partner leadership teams
o    Collaborate with the Client Service Forum/Working Group on a regular basis (participating in global engagement calls) to review issue logs/ensure priority issues/escalations are being addressed and provide ongoing feedback on challenges, successes, and best practices
o    Proactively share and replicate best practises with other Country Heads.
•    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.
•    Manage day-to-day running of the E2E service teams including the adherence to KPIs for the function
•    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
•    Build and effectively lead the team to deliver exceptional client service execution by:
o    Attracting, retaining and developing strong Client Service talent, up-tiering as required
o    Ensuring all hiring decisions are aligned with the capabilities of the Client Service role profile and job description.
o    Ensuring Client Service teams are clear on their roles/performance expectations
o    Effectively managing the P3 process ensuring high performance is recognised and rewarded and under performance is appropriately addressed
o    Regularly engaging in coaching conversations, providing timely, clear and actionable feedback
o    Ensure all role mandatory learning is undertaken in accordance with the bank’s policy
o    Where relevant, identify succession plans for the Country Head role
o    Drive improved ways of working across coverage, product and functional partners, leveraging relevant meetings/forums (existing or newly introduced) to achieve stronger cross-functional collaboration

Business Continuity Management
•    Implement Business Continuity Management (“BCM”) plan across the business, to facilitate continuity of critical business operations in the event of significant business interruption.
•    Support business impact assessment and business management plan across the business.

Skills and Experience

•    Manage Conduct
•    Risk Management and Internal Controls (SIF)
•    Manage People
•    Business - Strategy and Business Model (SIF)
•    Business - Market Knowledge
•    Business - Products and Processes
•    Business - Business Partnering

Qualifications

•    Bachelor’s degree in Banking or Finance preferred.
•    Ideally 10+ years’ experience in banking or other relevant environment  &  Strong in people and team management
•    Client Service and Cash/Corporate Banking  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

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.