Analyst Client Services

Standard Chartered; Kuala Lumpur; Hybrid; MYR 90,000 - 130,000; Full time

Benefits offered by this job

Flexible working options

Wellbeing support (Unmind)

Learning & development

Job summary

Standard Chartered in Kuala Lumpur seeks a client service professional to manage end-to-end service delivery for payments and digital cash management, acting as the primary service partner across the client lifecycle. You will build trusted client relationships, conduct regular service reviews, and drive digital enablement while ensuring compliance with risk controls and internal policies.

The role requires collaboration with stakeholders to resolve issues quickly, delivering value for corporate

Qualifications

• Experience in Transaction Banking or similar financial services environment.
• Proven ability to manage client relationships and service delivery across client lifecycles.
• Exposure to regulatory, conduct and operational risk requirements.

Responsibilities

• Deliver end-to-end client service across payments and digital cash management.
• Act as primary service partner for assigned clients across the client lifecycle.
• Manage client inquiries and escalations with ownership and timely follow-up.
• Conduct regular service reviews to monitor performance against standards.

Skills

Transaction Banking

Client Relationships

Risk & Compliance

Job description

Transaction Services partners with clients across Corporate & Investment Banking to deliver innovative solutions through cash management, trade and supply chain finance, and digital banking solutions. The Cash Client Services function serves as the strategic service partner for corporate and institutional clients, delivering exceptional outcomes across payments and digital cash management solutions. Acting as the primary point of engagement throughout the client lifecycle, the role shapes the client-led cash service agenda while partnering closely with clients and internal stakeholders to ensure seamless service delivery, resolve complex issues, drive digital adoption and implement continuous service improvements. Leveraging client insight, operational expertise and data-driven decision making, the role enhances client experience, supports business objectives and strengthens long-term client relationships through reliable, scalable and client-centric service management.

Key Responsibilities

Client Service Delivery

• Deliver a consistently high-quality client service experience by executing / managing end-to-end service delivery relationship across payments and digital cash management solutions.
• Act as primary service partner for assigned clients, ensuring effective end-to-end service management throughout the client lifecycle.
• Manage service enquiries, issues and client escalations with ownership, urgency and clear accountability, with structured action tracking and disciplined follow-up with internal stakeholders.

Revenue Retention & Client Value

• Maximise client value and support client retention by delivering consistently high-quality service, fostering strong client relationships and maintaining high levels of client satisfaction.
• Improve client satisfaction and strengthen long-term client retention by conducting regular service reviews, using service metrics, client feedback and operational insights to identify improvement opportunities, ensuring delivery against agreed service standards, monitor agreed actions and strengthen the overall client experience.

Client Relationship Management

• Strengthen client relationships by developing a deep understanding of each client’s business model, operating structure and service priorities and cash management needs, enabling tailored engagement and service support.
• Build trusted partnerships with clients through proactive engagement, providing strategic service guidance and maintaining awareness of evolving business requirements.

Client Strategy, Innovation & Digital Enablement

• Accelerate adoption of cash management, payments, channel and self-service solutions by helping clients optimise digital capabilities, improve visibility, reduce manual intervention and enhance operational efficiency.

Risk, Compliance and Governance

• Protect client outcomes by applying Transaction Services risk and governance controls across cash service activity, including complaint handling, data security and service issue resolution.
• Maintain compliance with internal policies, local regulatory requirements and the Group Code of Conduct, ensuring client communications and service actions meet required standards.

Skills and Experience

Qualifications

Key Experiences:

• Experience in Transaction Banking or a comparable financial services environment, with working knowledge of cash management products, payments and client service operating models.
• Demonstrated experience managing client relationships, service delivery, issue resolution and cross-functional stakeholder engagement across the client lifecycle.
• Demonstrable experience of exposure to regulatory, conduct and operational risk requirements relevant to cash client service, including data security and complaints handling.

Languages:

• Business English; local market language (if required).

Motivations

• Motivated by building trusted client partnerships and delivering service excellence that enables clients to confidently manage critical payment and cash management activities.
• Energised by solving complex service challenges that require critical thinking, collaboration, sound judgement and a strong sense of ownership to achieve positive client outcomes.
• Driven by continuously improving the client experience through innovation, digital enablement, data-driven insights and service transformation that make banking simpler, more efficient and more effective for clients.

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.