CSM Team Lead, PvB HK

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/desposits 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
•    CSM TL is expected to perform BAU tasks up to maximum 30% - 50% of the workload (may vary depending on requirements within the team, market and location). 
•    Ensure there is always sufficient coverage on the ground in all situations and CSMs are equipped to manage any situations that arise, CSM TL to be included in the coverage and be able to step in at any point in time
•    Build and strengthen and ensure there is robust back up coverage within the team of CSMs including cross coverage on BAU basis and work closely with the other CSM TLs within the market or across markets (where necessary) to ensure there is strong coverage to clients

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
•    Span of control of maximum of 20 direct reports
•    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 CSMs are properly trained, taking ownership and CSM Team Leader will have to sit down to train the new joiner CSMs until up to speed
•    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
•    Commit to building a strong, well known CSM brand and identity, towards one of the best CSM teams in PB industry
•    Lead a team with vision and purpose – team cohesiveness within the market and location across markets, strong teamwork and support culture, consistent expert level of skills and knowledge in all CSMs within the team and across the markets

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
•    Ensure there is effective and competent deputisation during CSM Team leader’s absence

Governance
•    Ensure the standard communication framework within the location is being followed – SG CSM Team Lead meeting, Market Business meeting, own CSM Team huddle/meeting and 1-1 bilateral meetings with individual CSMs
•    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
•    Ensure SG CSM Leadership Values, Team Lead Valued Behaviours and annual SG Location aligned priorities are being upheld and applied with highest quality standards and principles at all times (refer to annual Goal Settings for Team Leads)
•    Embed Here for good and Group’s brand and values – Better Together; Never Settle and Do the Right Thing

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.
•    Ensure all regulatory requirements and pre-requisites are executed 100% for every applicable task undertaken by the team and CSM Team Leader
•    Lead the [HK / Private Banking / Client Servicing Manager Team to achieve the outcomes set out in the Bank’s Conduct Principles

Key Stakeholders

•    Constantly gather feedback from Market Head, Relationship Manager Team Leader/ Senior Client Partner, Relationship Manager and/or senior management for own and team’s 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 there is feedback loop and communication channels to own market business stakeholders
•    Demonstrates accountability and ownership to ensure end to end follow through of issues/topics raised by business stakeholders
•    Consistently provide update to business stakeholders and ensure full closure to any feedback / issue raised
•    Take responsibility and proactively reach out to relevant business stakeholders to discuss issues and align on solutioning
•    Ensure 360 collaboration and interaction with F2B stakeholders including but not limited to Operations, Compliance, Business Risk Mgmt, COO functions, Middle Office related teams and work together in problem solving and solutioning 

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; walk the “talk”
•    Problem-solving skills – analyse complex situations and design effective solutions with strategic mindset, think out of the box and explore varied ways of solving issues
•    Decision making – high quality decision making process and being able to react relevantly and appropriately to make the right decision to move forward. Be able to take responsibility in making decisions and taking tough decisions
•    Direct experience in Front Office client services, Private Bank business and processes, 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. Take full responsibility in delivering consistent messages to the team, to stakeholders, and to business partners – with comprehensive understanding, proper thought through process, sound analysis with facts
•    Demonstrate 360 collaboration within the location and globally to other booking centers in other locations (SG, HK, UAE and Jersey Ldn)
•    Demonstrate the right level of empathy and understanding with direct reports, support function colleagues like Ops and stakeholders

Qualifications

•    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