Director, Business Account Manager

Job Summary

As the Director, Business Account Manager within Financing & Securities Services (FSS), you will play a pivotal role in managing and enriching relationships with some of our most significant global financial institution clients. Your central responsibility is to maintain and elevate client satisfaction by ensuring consistent delivery of exceptional service that meets their sophisticated and global standards.

This role demands a comprehensive understanding of clients' business models and operational environments, requiring both industry expertise and nuanced analysis of client-specific needs. Collaboration across multiple internal teams—including regional and country heads of FSS, Operations, Product Management, and Financial Institutions—is essential to coordinate complex, multi-market solutions. You will serve as a trusted liaison facilitating innovation while balancing bespoke client requirements with effective cost management.

Key success indicators for this role include retention of existing revenues, growth of client relationships through expanded service offerings, and proactive pipeline development in partnership with Relationship Managers and Sales teams to secure new business opportunities. Additionally, you will oversee client engagement throughout the implementation process by acting as a single point of contact and collaborating closely on solution design to ensure successful outcomes.

This position requires strategic vision, a client-centric approach, and the ability to navigate complex environments with diplomacy and commercial acumen, ultimately contributing to the sustained growth and excellence of Standard Chartered’s market-leading FSS practice.

Job Responsibilities

• Manage and nurture relationships with key FSS clients located in-country, ensuring high levels of satisfaction and retention.
• Lead implementation of client onboarding and service delivery, collaborating closely with regional and global teams on multi-market accounts to deliver seamless client experiences.
• Drive and execute the global client management strategy for FSS, aligning local client needs with broader organizational objectives.
• Monitor and enhance client satisfaction metrics, proactively identifying areas for improvement and innovation to secure and grow business footprint.
• Identify and develop new business opportunities within existing client accounts, working collaboratively with Sales and Relationship Managers to convert prospects into revenue-generating relationships.
• Serve as a trusted advisor by anticipating clients’ evolving needs, providing tailored advice and industry insights, thus strengthening long-term partnerships.
• Act as the primary escalation point for client issues within your country, ensuring timely resolution and effective communication across stakeholders.
• Facilitate cross-functional cooperation internally and externally to resolve complex client challenges and implement solutions that meet high standards of quality and compliance.
• Maintain detailed records of client interactions, service delivery, and implementation progress, supporting transparent reporting and continuous improvement.

Skills and Experience

• Educational Requirement: Bachelor's degree or higher, preferably in Finance, Business Administration, or related disciplines.
• Professional Experience: Over 10 years of client service experience within Securities Services, demonstrating in-depth product and process knowledge specific to this sector.
• Organisational Skills: Highly organised with exceptional attention to detail, capable of managing multiple priorities in a fast-paced environment.
• Client Orientation: Proven dedication to client satisfaction with a willingness to exceed expectations and provide personalised service.
• Communication Skills: Strong verbal and written communication abilities, adept at articulating complex concepts clearly to diverse audiences.
• Analytical Thinking: Robust analytical skills with the capacity to interpret data and business insights to inform strategic decisions.
• Trust and Credibility: Ability to inspire confidence and build lasting trust with clients through integrity and consistent delivery.
• Leadership Capabilities: Experience leading small teams of Client Service Managers, with demonstrated strengths in team development and people management.
• Multilingual Proficiency: Fluent in English and Chinese (Mandarin and Cantonese), enabling effective communication across regional client and internal teams.