Elite Private Banking Client Experience Lead

Standard Chartered Plc; Hong Kong; On-site; HKD 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Inclusive culture

Competitive salary

Retirement plan

Medical & life insurance

Flexible working

Wellbeing support

Job summary

Standard Chartered Plc is seeking a Platinum Client Service Partner for PVB & Affluent in Central, Hong Kong. This role focuses on delivering a superior experience to UHNW clients, coordinating across Frontline, Credit Risk, Operations and Product owners to fulfil complex requests and drive end-to-end client journeys.

You will define service levels, coordinate with multiple teams, and publish performance scorecards for senior management, ensuring governance and risk controls are applied across

Qualifications

• 7+ years of experience in Private Banking and/or Wealth Management, with relevant experience in Front Office, Client Service, Credit Operations, or related functions.
• Proven track record in stakeholder management, with experience in driving cross-functional initiatives and transformation.
• Strong ability to manage multiple priorities and initiatives concurrently, while maintaining attention to detail and timely execution.
• Strong understanding of Private Banking operations and processes, with the ability to provide guidance and develop bespoke or ad hoc solutions to support evolving client needs and business growth.
• In-depth knowledge of products would be an advantage.
• Strong risk and governance mindset, with sound judgement in navigating bespoke and complex client requirements, ensuring solutions appropriately balance client outcomes, business objectives and governance frameworks.
• Proficiency in Microsoft Office applications.
• Strong verbal, written and presentation skills, with the ability to communicate effectively across different levels of the organisation.

Responsibilities

• Assess new UHNW client requests received from Frontline and Market Heads across the entire client journey, including product offerings, credit processes, asset transfers, and ongoing servicing requirements.
• Establish a regular engagement rhythm with Frontline to proactively identify upcoming Platinum client service requests, enabling forward planning and ensuring the appropriate attention and resources are available across relevant teams.
• Assess client requirements and incoming portfolios to identify the relevant teams across Business, Operations, Risk, Technology and Digital required to support and fulfil each client request.
• Proactively coordinate with relevant teams to facilitate the fulfilment of client requests, with a primary focus on delivering a superior client experience and providing greater visibility and transparency throughout the process to both Frontline and clients.
• Define service catalogue and level across key processes within the client journey, including Credit Risk, Credit Operations, Product Fulfilment, Asset Transfers, Ongoing Servicing and Transactions, Wealth Management Operations, and Digital Adoption.
• Define, measure and publish service-level scorecards for Senior Management and Private Banking COOs. Proactively identify and address areas of concern in collaboration with relevant teams and elevate material issues to management where appropriate.

Skills

Credit Operations/Legal

Securities & OTC Product Knowledge

Microsoft Office Suite

Tools

Microsoft Office Suite

Job description

Standard Chartered Plc is seeking a Platinum Client Service Partner for PVB & Affluent in Central, Hong Kong. This role focuses on delivering a superior experience to UHNW clients, coordinating across Frontline, Credit Risk, Operations and Product owners to fulfil complex requests and drive end-to-end client journeys.

You will define service levels, coordinate with multiple teams, and publish performance scorecards for senior management, ensuring governance and risk controls are applied across