Senior Cash Service Manager, HK

JOB SUMMARY

Transaction Banking is a significant part of Standard Chartered Bank Corporate & Investment. We provide industry leading services in Cash Management, Trade and Finance, Liquidity Management to corporate and institutional clients worldwide.
This senior client service manager role is responsible for delivering high quality services to bank’s existing platinum & gold clients in The Great China, focus on consistent meeting and exceeding clients’ expectations in Hong Kong. The role will provide clients with quality and timely feedback in a professional manner to their queries and concerns, and address their elations, to ensure high service levels in line with client’s expectations and Standard chartered best practices.

RESPONSIBILITIES

• Develop service models for the client group with all key stakeholders
• Implement the client specific service proposition (at global, regional, country level) ensuring that all parties are clear on client requirements and expectations
• The Global / Regional service manager will lead the virtual client service teams to ensure consistent & coordinated service experience for our clients across the network
• The Global / Regional service manager will also act as an escalation point for thematic service issues across client network and drive resolution of the issue in collaboration with the Operations & Service Teams in Countries

Proactive client engagement through:

• Service Reviews / Due Diligence as agreed with clients; identification and closure of gaps between clients’ needs and service delivery
• Review and tracking of service performance through client experience dashboard to improve service levels, identify service gaps, recognize clients changing needs and requirements.
• Regular conversations with relevant stakeholders (TB Sales Team, Product Team, TTO) to deepen understanding of clients’ Business and service requirements.
• Support tracking of revenues and identify opportunities for new products to the benefit of the client.
• Active engagement in on-going service initiatives, projects, client surveys

Strategy

• Under SC business and client needs.
• Have strong strategic mindset.
• Feel comfortable with change

Business

• Support the business by developing strong client relationships throughout the implementation cycle and help to identify additional cross sell opportunities

Processes

• 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.
• 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

• Be able to drive for result.
• Competent at job.
• Be role model to junior staff in the team.
• Strong team player

Risk Management

• Be aware of / fully compliant with the TB operational risk and governance framework
• Facilitate regular discussions on risk awareness, operation and risk control improvements, lessons learnt from incidents and identify best practices to strengthen teams’ operational risk awareness and knowledge
• Uphold good conduct – ensure full compliance with regulations, policies, and procedures. Prevent data leakages, regulatory breaches caused by lack of knowledge and knowledge

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.
• 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 e.g., Technology /PSS, Client Management, Operations (Trade, Cash, FMO etc), Finance, Marketing
• Function Support teams (Risk, Compliance, Legal)
• Region / Country Leadership teams

External

• Clients

Qualification

• Bachelor’s degree in Banking or Finance preferred.
• Ideally 15+ years’ experience in banking or other relevant environment
• Client Service and Cash 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

Role Specific Technical Competencies

• Manage Conduct
• Risk Management and Internal Controls ( SIF)
• Manage People
• Business- Strategy and Business Model (SIF)
• Business- Market Knowledge
• Business- Product and Process
• Business – Business Partnering