GCNA, Client Services

Standard Chartered Bank; Hong Kong; Hybrid; HKD 3,000,000 - 4,600,000; Full time

Benefits offered by this job

Competitive compensation

Flexible working options

Career development programs

Wellbeing and inclusion initiatives

Healthcare benefits

Job summary

Standard Chartered Bank in Hong Kong seeks an Executive Director, GCNA Regional Head of Client Services – FSS to own the end-to-end client service experience for the region. You will lead a high-performing regional Client Services organisation, embedding continuous improvement and evolving the service model with client needs, product complexity and regulatory change.

Role requires deep product knowledge across Custody, Fund Accounting, Transfer Agency and Trustee services, plus proven leadership

Qualifications

• Extensive experience (typically 12+ years) in securities services / asset servicing.
• Strong track record in client service, relationship management or operations leadership.
• Proven experience leading multi-market teams through change and driving improvements.
• Excellent executive communication and presentation skills.

Responsibilities

• Oversee Client Services delivery across the GCNA region with a consistent operating model and governance.
• Ensure regulatory awareness and adherence to global standards across markets.
• Own regional client service MI and reporting for senior management and governance bodies.
• Establish tiered client segmentation and service coverage models aligned to client size and value.
• Partner with Sales, Relationship Management and Client Implementation to align onboarding and ongoing servicing.
• Act as senior partner to Sales and Relationship Management on retention, recovery plans and growth opportunities.
• Collaborate with Operations on capacity planning, exception management and end-to-end process design.
• Accountable for service quality and client satisfaction across FSS in the region; escalation point for major issues.
• Set and monitor SLAs and KPIs across Custody, Funds and Fiduciary Services and Digital Assets.
• Drive root-cause analysis to remediate recurring service issues and close gaps.

Job description

Job Description:

Job Summary

• The Executive Director, GCNA Regional Head of Client Services – FSS owns the end-to-end client service experience for the region's Financial & Securities Services franchise, spanning Custody, Fund Accounting, Transfer Agency, Trustee and Digital Assets. The role sits at the centre of the client lifecycle, working in lock-step with Sales, Relationship Management and Operations to ensure clients receive consistently high-quality, joined-up service across every touchpoint
• The role holder is accountable for building and leading a high-performing regional Client Services organisation, embedding a culture of continuous improvement, and ensuring the service model evolves in step with clients' changing needs, product complexity and market/regulatory change. 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

Key Responsibilities

• Oversee Client Services delivery across the GCNA region, ensuring a consistent operating model, governance cadence and reporting framework across markets.
• Ensure the regional team maintains strong awareness of local regulatory, market infrastructure and client requirements while adhering to global standards and controls.
• Own regional client service MI and reporting, providing senior management and governance bodies with clear, decision-useful insight into service performance, risk and trends.
• Establish tiered client segmentation and service coverage models so that service intensity and governance are proportionate to client size, complexity and strategic value
• Partner closely with the Regional Head of Sales and Regional Head of Relationship Management and Client Implementation to ensure client commitments, onboarding and ongoing servicing are fully aligned and mutually reinforcing.
• Act as a trusted senior partner to Sales and Relationship Management on client retention, service recovery plans and growth opportunities identified through day-to-day servicing.
• Work hand-in-glove with Operations leadership on capacity planning, exception management, and end-to-end process design, ensuring service and production teams operate as a single client-facing unit.
• Own overall accountability for service quality and client satisfaction across the FSS client base in the region, acting as the senior escalation point for material service issues.
• Set and monitor service standards, SLAs and KPIs across Custody, Funds and Fiduciary Services and Digital Assets, ensuring consistent delivery across markets and client segments.
• Drive root-cause analysis and remediation on recurring service issues, working with Operations to resolve process and control gaps rather than symptoms.
• Partner closely with the Regional Head of Sales and Regional Head of Relationship Management and Client Implementation to ensure client commitments, onboarding and ongoing servicing are fully aligned and mutually reinforcing.
• Work hand-in-glove with Operations leadership on capacity planning, exception management, and end-to-end process design, ensuring service and production teams operate as a single client-facing unit.
• Act as a trusted senior partner to Sales and Relationship Management on client retention, service recovery plans and growth opportunities identified through day-to-day servicing.
• Continuously reassess the service model against evolving client demands, product innovation (including digital assets) and industry best practice, bringing forward proposals for change.
• Sponsor process re-engineering, automation and technology adoption initiatives that improve STP rates, reduce settlement fails and lift the overall client experience.
• Lead or contribute to broader Client Solutions transformation initiatives, including operating model redesign, service tiering and governance frameworks.
• Champion a Hyper Care approach for critical client transitions and new mandates, ensuring elevated support during periods of heightened client risk.

Qualifications

• Extensive experience (typically 12+ years) in securities services / asset servicing, with a strong track record in client service, relationship management or operations leadership.
• Deep product knowledge across Custody, Fund Accounting, Transfer Agency and Trustee services; familiarity with digital assets is an advantage.
• Proven experience leading large, multi-market teams through change, with strong people leadership and coaching capability.
• Demonstrated ability to influence and partner effectively with senior Sales, Relationship Management and Operations stakeholders.
• Strong command of client service governance, MI/reporting and regulatory considerations relevant to securities services
• Track record of leading continuous improvement, operating model redesign or transformation initiatives.
• Excellent executive communication and presentation skills, with experience presenting to senior management and governance committees.
• Bachelor's degree required; relevant professional qualifications and advanced education preferred.

What We Offer

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• 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 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.

Visit our careers website to learn more about us: www.sc.com/careers.