GCNA, Client Services

Standard Chartered Bank (Hong Kong) Ltd; Hong Kong; On-site; HKD 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Inclusive culture

Fair pay charter

Retirement benefits

Annual leave & family leave

Job summary

Standard Chartered Bank (Hong Kong) Ltd seeks an Executive Director, GCNA Regional Head of Client Services – FSS to lead end-to-end client service for Custody, Fund Accounting, Transfer Agency, Trustee and Digital Assets across the GCNA region. You will partner with Sales, Relationship Management and Operations to deliver consistently high-quality service and drive continuous improvement.

The role requires building a high-performing regional team, aligning service delivery with regulatory

Qualifications

• Extensive experience (12+ years) in securities services / asset servicing.
• 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.

Responsibilities

• Own end-to-end client service experience for the GCNA region across Custody, Fund Accounting, Transfer Agency, Trustee and Digital Assets.
• Build and lead a high-performing regional Client Services organisation with a culture of continuous improvement.
• Oversee Client Services delivery with a consistent operating model, governance cadence and reporting framework across markets.
• Ensure adherence to local regulatory requirements while aligning with global standards.
• Own regional client service MI and reporting for senior governance bodies.
• Define tiered client segmentation and service coverage models aligned to client size and value.
• Collaborate with Sales, Relationship Management and Client Implementation to ensure onboarding and servicing are aligned.
• Partner with Operations on capacity planning and end-to-end process design to unify client-facing delivery.
• Maintain accountability for service quality and client satisfaction as the senior escalation point.
• Set and monitor SLAs and KPIs across Custody, Funds and Fiduciary Services and Digital Assets.
• Drive root-cause analysis to remediate recurring service issues with Operations.
• Champion service transformations including operating model redesign and governance frameworks.
• Lead Hyper Care for critical client transitions and new mandates.

Skills

Client services leadership

Relationship management

Operations leadership

Stakeholder management

Executive communication

MI reporting

Education

Bachelor's degree

Job description

Key Responsibilities

• 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
• 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.
• 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.

About Standard Chartered

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

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.

Unlock job insights

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The world's best international bank, leading the way in Asia, Africa and the Middle East Standard Chartered PLC, listed on both London and Hong Kong stock exchanges, ranks among the top 25 companies in the FTSE-100. The London-headquartered Group has operated for over 150 years in some of the world's most dynamic markets. Its income and profits have more than doubled over the last five years primarily as a result of organic growth and supplemented by acquisitions.

Standard Chartered aspires to be the best international bank for its customers across its markets. The Bank derives more than 90 per cent of its operating income and profits from Asia, Africa and the Middle East, generated from its Wholesale and Consumer Banking businesses. The Group has around 1,750 branches and outlets located in over 70 countries.

The extraordinary growth of its markets and businesses creates exciting and challenging international career opportunities. Leading by example to be the right partner for its stakeholders, the Group is committed to building a sustainable business over the long term and is trusted worldwide for upholding high standards of corporate governance, social responsibility, environmental protection and employee diversity. It employs 75,000 people, nearly half of who are women. The Group's employees are of 115 nationalities, of which 60 are represented among senior management.

Standard Chartered is an equal opportunity employer. We have a meritocratic culture where each individual employee is valued and respected for who they are as a person and for what they bring to the organisation. Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage.

The world's best international bank, leading the way in Asia, Africa and the Middle East Standard Chartered PLC, listed on both London and Hong Kong stock exchanges, ranks among the top 25 companies in the FTSE-100. The London-headquartered Group has operated for over 150 years in some of the world's most dynamic markets. Its income and profits have more than doubled over the last five years primarily as a result of organic growth and supplemented by acquisitions.

Standard Chartered aspires to be the best international bank for its customers across its markets. The Bank derives more than 90 per cent of its operating income and profits from Asia, Africa and the Middle East, generated from its Wholesale and Consumer Banking businesses. The Group has around 1,750 branches and outlets located in over 70 countries.

The extraordinary growth of its markets and businesses creates exciting and challenging international career opportunities. Leading by example to be the right partner for its stakeholders, the Group is committed to building a sustainable business over the long term and is trusted worldwide for upholding high standards of corporate governance, social responsibility, environmental protection and employee diversity. It employs 75,000 people, nearly half of who are women. The Group's employees are of 115 nationalities, of which 60 are represented among senior management.

Standard Chartered is an equal opportunity employer. We have a meritocratic culture where each individual employee is valued and respected for who they are as a person and for what they bring to the organisation. Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage.

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