CSM Team Lead, PvB HK

RESPONSIBILITIES

Strategy

• Client Services:  Client Service Managers (CSM) to deliver consistent and high-quality service to Private Banking clients
• Collaboration: Drive and facilitate smooth working relationship of Front Office teams with support functions
• Business Controls: Responsible to ensure business standard operating procedures and protocols are followed with close oversight of the team quality and performance 
• To comply with all applicable money laundering prevention procedures and highlight suspicious activities/behaviour of staff and clients during and after client onboarding process. For e.g., account irregularities and alert TL/CA of the suspicious transactions on a timely basis 
• Fully compliant with regulations and Group policies and guidelines, and be able to highlight, mitigate and protect the bank against credit, legal, documentation, reputation and other risks

Business

• Support business growth and efficiency by facilitating faster and better client experience in engaging/fronting process streamlining and enhancement initiatives (e.g. client onboarding, Order placement, Client Servicing and Transactions like payments, loans/deposits etc)
• Support Market Heads, RM Team Leads, RMs in the delivery of superior performance by always putting on an efficiency hat to identify areas of improvement to achieve simplification and create efficiency to enable business
• Support and contribute towards system enhancement initiatives and other remediation activities to deliver positive user experience and translate to business growth
• Expert level in stakeholder management; active participation in market mgmt. meetings and support in execution of location and/or market mgmt. initiatives
• Encourage and support in educating RMs on CSM processes and proactively solicit feedback for improvements within CSMs
• Interface between Market Head/RMTL/RM and other business support functions and actively contribute towards common business objectives

Processes

• Align capability and functional role to drive end-to-end accountability and to support all initiatives along Client Journey transformation. This includes but not limited to support the redesign of location Client Journey organization structure and contribute to the alignment of  processes as well as to promote best practices across BCs 
• Work in a team to deliver “enable” project within the committed timeline and with the “Innovation and Change” mindset
• Drive and increase awareness and drive cultural/ mindset change towards Fit For Growth. 
• Embrace target for paperless aspiration (internally) and SC PB app adoption (externally) toward a more robust digital PvB platform 
• Constant critically challenging the processes internally within CSMs and contribute to better solutioning, not just to provide feedback and highlight gaps
• Expert to Master level of knowledge of the business, the systems and processes within PvB and respective teams

People & Talent

• Ensure CSMs fully embrace the CSM’s Scorecard and lead CSMs towards excellent performance with coaching, guidance and review with relevant stakeholders, if required
• Effective team management, ensuring adequate staffing and resource allocation. 
• Establish a high performance, transparent and collaborative working culture. 
• Provide adequate development opportunities to CSMs
• Ensure positive team morale by ensuring due recognition is given and encouraging all staff to celebrate success as a team 
• Build strong collaborative spirit within the team, no silo thinking
• Foster the culture of 100% ownership and accountability amongst team members

Risk Management

• Work in a team to ensure successful implementation of on-going/ new initiatives in enhancing controls in our processes
• Deliver on the quantitative and qualitative objectives as set out in the CSM Scorecard including taking  responsibility for operating to the highest standards of sales support,  ethics, regulatory and business conduct requirements 
• Ensure control and compliance with all Group and Private Banking policies and procedures during client servicing ad transacting activities, both for CSMs as well as on oneself 
• Ensure there is an effective escalation process flow within the team, the location in the business and cross functional to the Group level, upholding high standards of quality of work and prompt issue resolution where required

Governance

• Ensure the standard communication framework from location to within own team is being followed – HK CSM team lead meeting, Market business meeting, own CSS team meeting and 1-1 bilateral meetings with individual CSM
• Collaborate and closely align with other CSM Team Leads to ensure consistency in operating processes and quality standards
• Closely align and proactively reach out to Global Transformation Team for discussion should there be any deviation due to any change in processes or specific market requirements

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

• Collective feedback from Market Head, Relationship Manager Team Leader/ Senior Client Partner, Relationship Manager and/or senior management for overall performance. This includes but not limited to contribution to business performance, client retention, client compliment/ complaint, crisis management, proactively engage in initiatives to promote overall improvement of the team/ business performance
• Ensure feedback loop and communication channels to above business stakeholders
• Demonstrates accountability and ownership to ensure end to end follow through of issues/topics raised by business stakeholders

Other key skills required

• Leadership qualities – demonstrated exemplary ability to lead by example, role-model desired behaviours, willing to “get hands dirty” to accomplish objective, focus on “win-win” solutions under pressure.
• Problem-solving skills – analyse complex situations and design effective solutions
• Decision making – high quality decision making process and being able to react relevantly and appropriately to make the right decision to move forward
• Direct experience in Front Office client services, Private Bank operations, wealth management products and related processes.
• Display excellent 360 communication skills, able to deliver concise messages to all types of audience confidently and with absolute clarity. Be accountable for difficult conversations and deliver messages with the right tone of voice and intention
• Demonstrate 360 collaboration within the location and globally to other booking centers in other locations (HK, UAE and Jersey Ldn)
• Demonstrate the right level of empathy and understanding with direct reports, support function colleagues like Ops and stakeholders

Qualification

• HKMA Relevant Individual Type 1

Role Specific Technical Competencies

• Strategy and Business Model (SIF)
• Manage People
• Manage Conduct
• Manage Risk
• Sales & Relationship Management
• Market Knowledge
• Product & Processes