Director, Client Service Manager

Job Summary

The role's principal responsibility is to actively manage and maintain a strong level of satisfaction across assigned Financing & Securities Services (FSS) clients. 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.

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 liaise with multiple internal parties such as Relationship Managers, Technology, Operations and Product to solve complex, often multi-market challenges.

Role summary

• Manage a team of Client Service Managers. This involves having an understanding across the client base in addition to being the primary escalation point for both clients and other stakeholders.
• Be responsible for the coaching and development of the team. Identify stretch assignments and focus on development areas. Encourage a culture of learning and development which benefits both the team and clients.
• Build knowledge of internal processes and internal relationships to ensure an effective and knowledgeable client service. Ensure that client interests are central to all decisions and actions within the group.
• Manage team workload effectively and efficiently to ensure all clients receive an outstanding service focused on timelines and attention to detail.
• Challenge the existing process so as to achieve optimum efficiency and to ensure automation and technology are deployed where appropriate.

Key Responsibilities

• Works closely across the bank to ensure quality services are being provided to clients
• Ensures consistent levels of service are provided to clients
• Manages and develops Client Service Managers
• Works with Country Head of Client Solutions to implement strategy
• Thorough understanding of clients and ability to deliver in challenging situations
• Build strong relationship and trust with local clients
• Anticipate and embrace change to retain and build a competitive edge
• Acts as main point of contact for client queries in servicing their daily operations.
• Ensures consistency of client management approach
• Builds knowledge of internal operations process which facilitates the provision of a knowledgeable and timely response to clients
• Identifies areas of process improvement and works with internal stakeholders to achieve these
• Takes responsibility for identifying, assessing, monitoring, controlling and mitigating risks. Also, an awareness and understanding of the main risks within the process 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.

Skills and Experience

• Extensive end to end knowledge of Financing & Securities Services within Financial Markets
• Strong commercial awareness and ability to spot cross sell opportunities through developments in the market and client requirements. Exceptional relationship management skills. Strong ability to manage and effectively influence multiple stakeholders.
• Strong drive for results, ability to plan, track and follow through to drive results
• Proven risk management capabilities
• Proven experience of managing change
• Thorough understanding of complex clients and ability to deliver in challenging situations
• Facilitates collaborative working across the Bank and with key stakeholders
• Influence internal stakeholders to implement clients' strategic requirements

Qualifications

• Bachelor's degree or above
• Minimum of 10 years client services experience in Securities Services with proficient product / process knowledge within securities services
• Organised with attention to detail
• Client focused and willing to go beyond expectations
• Ability to articulate well with all people at different levels
• Good analytical skills
• Ability to inspire trust and confidence in clients creating credibility
• Effective interpersonal and communication (including questioning) skills

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive,

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.