Job Description

Role Responsibilities
The TB Client Service Manager is responsible for proactive, effective engagement of Clients including internal stakeholders to uphold the roles and responsibilities and be accountable to deliver the highest quality client service standards.
Strategy

• Establish understanding of the CCIB and TB business strategy and leadership expectations, ensure client servicing standards are met or exceeded Uphold best practices to drive positive client experience and proactively lead operational efficiency efforts and process improvements for clients within his or her remit.

Business

• Act as the point of escalation for critical client issues, mitigating unnecessary TB Sales/RM involvement wherever possible.
• Exercise appropriate judgement on escalation items and engage the relevant internal stakeholders resolve locally or escalate centrally for thematic, organisational issues beyond the scope of country resolution.
• Ensure thematic country client issues are appropriately captured and are raised to the relevant client experience forums or escalated to the regional Client Service Forum for effective resolution.
• Appetite for stretched assignments such as relevant ad hoc projects and strategic initiatives working together with the regional teams to extend expertise and collaboration to achieve successful outcomes for clients.

Processes

• Strong foundation in Cash management products knowledge such as (FX, Payments, Liquidity mgmt., fiduciary services)
• In-depth and broad technical understanding of end-to-end client and trade life cycles in cash management space.
• Ability to plan proactive service initiatives such as Client Service Plan in a coordinated fashion with RMs and Global Account Managers.
• Strong ability to multitask and apply focus on high value client relationships by providing value added services to top tier clients such as service calls, client visits, issue tracking.
• Escalation point of contact for TB clients such as Regional/ Global Corporates for operational related issues.
• Prior experience in facilitation / coordinator role in Client Service environment is essential
• Creative problem solver who possesses good discretion for escalation and prioritization in driving issues to resolution with internal stake holders.
• Ability to apply questioning skills for in-depth analysis of issues to identify root causes and collaborating with different stakeholders to execute remediation plan and prevent recurrence.
• Experience in collaborating effectively with regional /global stakeholders across functions to come up with sustainable client centric solutions
• Multi-cultural awareness. Proven success of working effective
• Good written, presentation and verbal communication
• Reports

Risk Management

• Ensure that portfolio hygiene, Risk Management and Group Values and Code of Conduct standards are being adhered to.
• Identify, escalate, mitigate, and resolve any risk, conduct and compliance issues within the remit of the TB Client Service Manager Head responsibilities
• Be aware of / fully compliant with the TB operational risk and governance framework
• Uphold good conduct - ensure full compliance with regulations, policies, and procedures. Prevent data leakages, regulatory breaches caused by lack of knowledge and knowledge

Governance

• Ensure integrity and governance in data management responsibilities
• Completion of all mandatory risk and compliance training including e-learning

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 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.

Key stakeholders
Internal

• TB Sales
• TB COO
• TB Product
• GAM / FAM / RAM/ARMs
• Product Partners
• Key functional partners i.e. IMO, Credit, MDU, Legal, Compliance, Product Ops (Trade, Cash, FMO etc.), Finance, Marketing
• Function Support teams (Risk, Compliance, Legal)
• Region / Country Leadership team

External

• Clients

Our Ideal Candidate

• Bachelor\'s degree in Banking or Finance preferred.
• 5+ years\' of relevant product/financial experience in banking or other relevant environment
• Strong foundation in Cash management products knowledge such as (FX, Payments, Liquidity mgmt., fiduciary services)
• In-depth and broad technical understanding of end-to-end client and trade life cycles in cash management space.
• Ability to plan proactive service initiatives such as Client Service Plan in a coordinated fashion with RMs and Global Account Managers.
• Strong ability to multitask and apply focus on high value client relationships by providing value added services to top tier clients such as service calls, client visits, issue tracking.
• Escalation point of contact for TB clients such as Regional/ Global Corporates for operational related issues.
• Prior experience in facilitation / coordinator role in Client Service environment is essential
• Languages: Business communication and/or local language skills as relevant to country requirements
• Creative problem solver who possesses good discretion for escalation and prioritization in driving issues to resolution with internal stake holders.
• Ability to apply questioning skills for in-depth analysis of issues to identify root causes and collaborating with different stakeholders to execute remediation plan and prevent recurrence.
• Experience in collaborating effectively with regional /global stakeholders across functions to come up with sustainable client centric solutions.
• Proven success of working effectively in teams
• Good written, presentation and verbal communication

Role Specific Competencies

• Proficient In power point presentations
• Proficient in excel
• Macro/ coding is a plus
• Analytical reasoning
• Multi-cultural awareness

About Standard Chartered
We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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, parental/maternity (20 weeks), sabbatical (12 weeks 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

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