Client Service Manager

JOB SUMMARY

• The role’s principal responsibility is to actively manage and maintain a strong level of satisfaction among the most important clients within Financing & Securities Services (FSS) globally. The client base includes some of the largest global financial institutions which have extremely exacting standards and expect global best levels of client service.  The job holder’s responsibility is to understand these requirements and ensure they are delivered consistently to a high standard.  He/she will also interact strongly with other Business Account Managers (BAMs) regionally to exchange ideas and maintain uniformity across regions.  
• 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.  Collaboration and co-operation are hallmarks of success as the jobholder often needs to bring together multiple internal parties such as regional and country heads of FSS, Operations, Product Management, Financial Institutions, as well as external entities, to find innovative solutions to complex, often multi-market requirements.  In so doing he /she is expected to maintain the right balance between effective cost management and sometimes bespoke solutions.  
• Success factors will include hard targets for retention of existing revenue.  Client satisfaction is a key factor in expanding existing FSS relationships and maintaining a strong pipeline of potential new business from existing clients, will work together with FSS Relationship Managers and Sales to convert, is another key success factor.
• The role is also responsible for the client relationship throughout the implementation process and will act as the single point of contact for the client during the implementation phase. He/she will participate in meetings with the client and define the solution design.

Role summary

• Manages the most important FSS clients residing in-country
• Independently implements local client accounts and collaborates with global implementation teams on complex multi-market client accounts
• Contributes to, and implements, the global client management strategy for FSS clients

• Manage existing clients to maximise their satisfaction and long-term contribution to the bottom line i.e. ensures upward trend of client satisfaction
• Retains existing business and creates opportunities for new business referrals to work alongside with Sales
• Be a trusted advisor to the client based on current and future needs to continue to develop the client relationship
• Acts as country escalation point for client issues and requests

RESPONSIBILITIES

Strategy

• Works closely across the bank to ensure best in class & quality services are being provided to local BAM clients
• Works closely with FI to align and understand client strategic growth opportunities for the local BAM clients 
• Ensures consistent levels of service are provided to clients
• Thorough understanding of clients and ability to deliver in challenging situations
• Build strong relationship and trust with local BAM clients 
• Anticipate and embrace change to retain and build a competitive edge

Business

• Achieves targets for revenue retention and defence from existing mandates 
• Identifies innovative solutions to clients’ requirements, maximising re-use of existing capabilities 
• Identifies opportunities for growth from existing business and for referrals to work with FSS RMs and Sales for new products and services

• Researches clients to fully understand their business model and identify innovative ways to anticipate and manage their requirements
• Monitors competitor service offerings to identify and remediate any gaps
• Adds value to client relationships by developing MI, enabling clients to enhance their own efficiency and interaction with SCB
• Maintains appropriate commercial balance between needs of clients and long-term profitability / efficiency of the business

Processes

• Acts as senior escalation point as per the agreed client matrix and takes leading role in managing issues to resolution. 
• Personally manages important client relationships
• Monitors client survey feedback and implements appropriate actions in response
• Ensures consistency of client management approach and collateral in all locations for which responsible
• Oversees management of BAU Due Diligence (DD) branch visits. 
• Has oversight of timely actions to remedy SLM breaches.
• Oversees periodic reviews of service standards and client SLMs.

People & Talent

• Leads through example and builds appropriate culture and values as part of a team
• Sets appropriate tone and expectations from country service teams and works in collaboration with risk and control partners.
• Attend ongoing training and development. 
• Objectively provides feedback to Client Service Managers and provide guidance when necessary

Risk Management

• Takes responsibility for identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual and the team play in managing them
• Under Risk Management Framework – the role is responsible to act in accordance with our Bank and departmental policies.

Governance

• Assesses the effectiveness of the Group’s arrangements to deliver effective governance, oversight, and controls in the business and, if necessary, oversee changes in these areas
• Maintains awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Delivers ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner. 

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 Hong Kong Financing & Securities Services Client Solutions 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.

Key Stakeholders

• Closely liaises with internal technology and operations teams to define common standards to adopt in managing the operational relationship with clients, under the auspices of the overall client management model 
• Communicates Client Solutions strategy to business partners to ensure understanding of Client Management principles
• Works closely with FSS RMs, Sales and Product Management to define client requirements and prioritise accordingly
• Facilitates client meetings with regulators and market infrastructures.

Other Responsibilities

• Embed Here for good and Group’s brand and values in Hong Kong Financing & Securities Services Client Solutions;
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; 

Our Ideal Candidate

• 5+ years extensive end to end knowledge of Financing & Securities Services within Financial Markets
• Manages the most important FSS clients residing in-country by working closely across the bank to ensure best in class & quality services.
• Be a trusted advisor to the client based on current and future needs to continue to develop the client relationship. Personally, manages important client relationships.
• Manage existing clients to maximise their satisfaction and long-term contribution to the bottom line i.e. ensures upward trend of client satisfaction.
• Identifies innovative solutions to clients’ requirements, maximising re-use of existing capabilities. 
• Retains existing business and creates opportunities for new business referrals to work alongside with BAMs / Sales
• Acts as senior escalation point as per the agreed client matrix and takes leading role in managing issues to resolution. Has oversight of timely actions to remedy SLM breaches.
• Drive periodic reviews of service standards and client SLMs and management of BAU Due Diligence (DD) branch visits. 
• Closely liaises with internal technology and operations teams to define common standards to adopt in managing the operational relationship with clients, under the auspices of the overall client management model. Works closely with FSS RMs, Sales and Product Management to define client requirements and prioritise accordingly.

Role Specific Technical Competencies

• Knowledge of securities market
• Experience in securities related functions, e.g. securities operations (e.g. settlements, corporate actions), Middle Office function, Fund Administration, securities related client facing role
• Experience in Digital Asset operations is a plus
• Experience in project management / project implementation
• Good verbal and written communication skills
• Ability to host and lead in person meetings or conference calls to drive results/outcomes

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