Director, Client Service Manager

Standard Chartered Bank; Hong Kong; Sur place; HKD 900 000 - 1 500 000; Plein temps

Résumé du poste

Standard Chartered Bank seeks an experienced leader to manage and develop a team of Client Service Managers, ensuring top-tier service to a global client base with strict requirements. The role emphasizes coaching, process improvement, cross-functional collaboration and risk awareness to maintain high standards of client satisfaction.

The successful candidate will partner with Relationship Management, Technology, Operations and Product to address multi-market challenges and deliver consistent,

Qualifications

• Extensive end-to-end knowledge of Financing & Securities Services within Financial Markets.
• Strong commercial awareness and ability to spot cross-sell opportunities through market developments.
• Exceptional relationship management skills and ability to influence multiple stakeholders.
• Proven risk management capabilities and experience managing change.
• Ability to understand complex clients and deliver in challenging situations.
• Facilitates collaborative working across the Bank and with key stakeholders.
• Influences internal stakeholders to implement clients’ strategic requirements.

Responsabilités

• Manages a team of Client Service Managers and serves as the primary escalation point for clients and stakeholders.
• Coaches and develops the team, identifying stretch assignments and fostering learning and development.
• Ensures client interests are central in decisions and actions within the group.
• Manages workload to provide outstanding service with timelines and detail.
• Collaborates with Relationship Managers, Technology, Operations and Product to solve multi-market challenges.
• Acts as main contact for client queries and ensures consistent client management approaches.
• Identifies process improvements and works with internal stakeholders to implement changes.
• Under Risk Management Framework, complies with bank policies and risk controls.

Connaissances

Financing & Securities Services

Relationship management

Stakeholder management

Change management

Risk management

Client service leadership

Strategic thinking

Formation

Bachelor’s degree

Description du poste

Job Description:

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

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## More Job Information

Job Function

• 銀行 · 金融服務 - 一般 · 其他

Location

• 九龍城

Employment Term

• 全職

Education

• 學士