Job Summary

Standard Chartered (SC) support client business across Asia, Middle East and Africa providing Cash Management and Trade services incorporating ecosystem, Agile solutions, and API capabilities.

The Client Service Lead 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 Client Service Manager’s primary responsibility is complete ownership and accountability for the service delivery relationship across our Global Corporate and some Financial Institution client segments. The candidate will work independently to represent the bank and act as an advocate for the assigned client portfolio by understanding clients’ business and forming a partnership that effectively ties our clients to SC and drives SC market reputation and business growth.

Key Responsibilities

• Lead the team of Client Service Managers in line with the bank’s people leader standards and policies. 
• Act as a trusted advisor of the client to develop the relationship for both current and future needs.
• Maintain an in-depth understanding of the clients’ business model.  
• Develop client relationship to improve current internal and external processes creating efficiencies.
• Act as a Project manager of key client change initiatives (with client or within SC), chair calls, manage plans and roadmaps.
• Work on a Digital and Innovation agenda with the client.
• Responsible for revenue realization, retention, and growth.
• Revenue tracking and monitoring through reports.
• Recognizing cross sell opportunities.
• Active engagement to incorporate key stakeholders for incremental product offering.
• Perform country “deep dives”. Understand market environment and current activity to improve existing business, add on to what we have, utilise market changes for the advantage of the client and Standard Chartered.
• Have full understanding of how the client operating model sets up e.g. GTC, RTC, SSC, IHB, Payment hubs, centralized functions, Local footprint coverage.
• Maintain Client intelligence; account structures, IODs, Liquidity, Products, S2B / H2H profiles, volume data.
• Understand the Client’s technical operating environment, ERPs, connectivity, security, file formats.
• Support the view of change; regulatory, market, product. Understand impact and communicate requirements e.g. Regulatory, Mandatory, Product, Channel, and regular technology releases.
• Act as a senior point of escalation including high severity incidents; critical payments (payroll / tax) or critical flows.
• Be the client advocate to ensure all issues are addressed globally using project management approach with running Action Item.
• Perform regular Account Reviews; total view of all client activity – SC and client projects.
• Manage regular ‘front to back’ reviews with internal client facing business partners, Relationship Managers, GTS, Implementation, Service groups and Operations. 

Skills and Experience

• 10 years of Financial Services Industry experience or similar work experience. 
• BA in Finance (masters preferred). 
• Excellent communication skills to manage discussions at all levels.
• Language proficiency (Fluency in English and at least one of the following languages is as a must:  French and/or Spanish and/or German and/or Mandarin). 
• Possesses innovative solution viewpoint / recommendations with understanding of client’s 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 drive. 
• 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. 
• Prior experience in team management, successfully applying coaching techniques and driving team performance. 

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.