Client Experience Director — Financial Markets

Standard Chartered Bank (Hong Kong) Ltd; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

Standard Chartered Bank (Hong Kong) Ltd seeks an experienced Client Management professional to orchestrate end-to-end processes, engage with RMs, sales and operations, and ensure seamless service delivery across client journeys. The role emphasizes strong communication, AML compliance, and cross-functional collaboration to delight clients.

Based in Hong Kong, the successful candidate will support onboarding through to offboarding, contribute to account planning, and drive process improvements

Qualifications

• Strong writing and presenting skills in English
• Risk & AML certified as stipulated by Bank policy (role based)

Responsibilities

• Act as a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients
• Ensure uniform approach towards the implementation of Client Management model in the country with a focus on service differentiation based on client tiering and value. Ensure that the model is scalable, best-in-class, client-focused and fit for purpose of client delight
• Deliver excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate
• Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes
• Ensure alignment between CIB FI business and Client Management with regular engagement regarding business priorities, issues, and address any gaps
• Provide quality support and advice to Relationship Managers (RM’s) within all lending units on all documentation related matters, including the origination of documentation for customers where required
• Perform end-to-end orchestration across all processes and services managed by Client Management (onboarding, credit fulfilment and monitoring, client due diligence, static data maintenance, offboarding and client support) for the portfolio supported

Skills

Mandarin

English

Cantonese

Job description

Standard Chartered Bank (Hong Kong) Ltd seeks an experienced Client Management professional to orchestrate end-to-end processes, engage with RMs, sales and operations, and ensure seamless service delivery across client journeys. The role emphasizes strong communication, AML compliance, and cross-functional collaboration to delight clients.

Based in Hong Kong, the successful candidate will support onboarding through to offboarding, contribute to account planning, and drive process improvements