Director, Client Manager

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

• Perform end-to-end orchestration across all processes and services managed by Client Management


• Engage clients throughout process, ensuring seamless delivery and client experience


• Responsible for proactively managing the client account across client journeys to ensure the highest level of client service and relationship health


• Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases.


• Supports the Business on the client portfolio to ensure strong client delivery execution


• Ensure alignment between CIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps


• Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes

Job 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 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
  
  
  • Supporting to prepare Account Plans, client briefing notes for senior management discussions, input to RCAF / GCAF
  
  
  • Joining client visits (as appropriate) and ensuring client discussions are documented via call reports in CRMx
  
  
  • Reviewing client profitability and opportunity to increase customer utilization
  
  
  • Work closely with product partners and sales to understand business proposition and support prioritisation
  
  
  • Partner with Investor Service Operations group and other operational teams to ensure the timely set up of client trading infrastructure (applicable for FM CM orchestrators)
  
  
  
  

Job Requirements

• Perform end-to-end orchestration across all processes and services managed by FI Client Management


• Engage clients throughout process, ensuring seamless delivery and client experience


• Responsible for proactively managing the client account across client journeys to ensure the highest level of client service and relationship health


• Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases.


• Supports the Business on the client portfolio to ensure strong client delivery execution


• Ensure alignment between CIB FI business and Client Management with regular engagement regarding business priorities, issues, and address any gaps


• Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes


• Strong ability to positively influence stakeholders across value chain to both orchestrate and execute on processes and deliver exceptional client service and experience


• Ability to positively engage and build rapport with clients


• Strong writing and presenting skills in English


• Problem solver; looks for solutions and finds ways to progress despite blockages


• Strong drive to deliver


• Has a clear understanding of the client needs being serviced


• Ability to work independently without direct supervision and able to cope with pressures from tight deadlines


• A team player with good interpersonal skills


• Risk & AML certified as stipulated by Bank policy (role based)


• Languages: Mandarin Chinese, English, Cantonese

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 thingand 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, see more good in others, and work collectively to build for the long term

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-offincluding 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 workingoptions based around home and office locations, with flexible working patterns.


• Proactive wellbeing supportthrough 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 cultureto 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.