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 the Business Account Managers (BAMs) and FSS Relationship Managers to ensure consistent delivery of high levels of client service. 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 adherence to agreed KPIs and obtaining high scores during periodic service reviews. Client satisfaction is a key factor in retaining existing FSS relationships and is a springboard to expanding existing FSS relationships from existing clients. Setting a strong working level relationship with clients and internal stakeholders is another key success factor. Key Responsibilities Strategy • Works closely across the bank to ensure best in class and quality services are being provided to clients. • Ensures consistent levels of service are provided to clients • Thorough understanding of clients and ability to deliver in challenging situations • Anticipate and embrace change to retain and build a competitive edge Business • 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 • Fully understand client’s business model and identify innovative ways to anticipate and manage their requirements • Monitors competitor service offerings to identify and remediate any gaps Processes • Acts as first point of contact point as per the agreed client matrix and takes leading role in managing day to day issues to resolution. • Ensures agreed KPIs are adhered by internal stakeholders and client • Attends periodic service reviews People and 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 provide feedback to internal stakeholders 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 and 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 Singapore 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 BAMs, FSS RMs, Sales and Product Management to define client requirements and prioritise accordingly Other Responsibilities • Embed Here for good and Group’s brand and values in in Singapore Financing & Securities Services Client Solutions; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats) Our Ideal Candidate • 7+ years’ experience Operational Client Relationship Management / Client Services • Extensive end to end Securities operations experience • Knowledge in Funds Administration Operations or Funds Administration Client Servicing • Knowledge in Transfer Agency Operations or Transfer Agency Client Servicing • Knowledge in Global Custody Operations or Global Custody Client Servicing Role Specific Technical Competencies • Extensive…