AVP, Client Experience & Post Trade Analytics (FXMM / OTC)

Standard Chartered; Kuala Lumpur; Presencial; MYR 240.000 - 480.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Flexible working options

Learning & development

Descripción de la vacante

Standard Chartered in Kuala Lumpur is recruiting a senior Lead Client Operations to steer strategy across FXMM and OTC post-trade lifecycles. The role focuses on service excellence, client engagement, and efficient settlements.

You will collaborate with Sales, Client Service Managers, and Operations to improve outcomes, leverage data analytics and AI for insights, and drive automation to meet SLA targets and complex post-trade scenarios.

Formación

• 10–15+ years in Global Markets Operations with FXMM & OTC post-trade expertise.
• Deep understanding of confirmations, settlements, and FM products (FX, MM, OTC derivatives).
• Strong data and AI capability with experience in large-scale analytics and KPIs.

Responsabilidades

• Lead Client Operations strategy across FXMM & OTC post-trade lifecycle.
• Develop client profiling and segmentation to reduce breaks and fails.
• Oversee global query management and client communication standards.

Conocimientos

Global Markets Ops

FX/OTC post-trade

Data analytics

Stakeholder mgmt

Multilingual

SWIFT/CLS

Educación

Finance/Banking degree or diploma

Herramientas

SWIFT

FM digital tools

Descripción del empleo

• Lead Client Operations strategy, driving service excellence across FXMM & OTC post-trade lifecycle
• Develop client profiling and segmentation, leveraging trading patterns and settlement behaviours to reduce breaks and fails
• Oversee global query management, ensuring timely resolution and strong client communication standards
• Partner with Sales, Client Service Managers, and Operations teams to improve client outcomes and engagement
• Deliver improvements in settlement efficiency, confirmation timeliness, and overall client experience
• Leverage data analytics and AI tools to generate insights, define metrics, and drive operational enhancements
• Act as senior escalation point for client issues and complex post-trade scenarios
• Drive automation, digitisation, and process simplification initiatives
• Ensuring adequate resources (quantity and quality) are available to meet pre- determined business Service Level Agreements (SLA’s) and ultimately satisfy customers
• Taking on new opportunities and tough challenges with a sense of urgency, energy and enthusiasm.
• Building partnerships and working collaboratively with others to meet shared objectives.
• Stepping up to address difficult issues and saying what needs to be said.

Key Responsibilities

• Lead Client Operations strategy, driving service excellence across FXMM & OTC post-trade lifecycle
• Develop client profiling and segmentation, leveraging trading patterns and settlement behaviours to reduce breaks and fails
• Oversee global query management, ensuring timely resolution and strong client communication standards
• Partner with Sales, Client Service Managers, and Operations teams to improve client outcomes and engagement
• Deliver improvements in settlement efficiency, confirmation timeliness, and overall client experience
• Leverage data analytics and AI tools to generate insights, define metrics, and drive operational enhancements
• Act as senior escalation point for client issues and complex post-trade scenarios
• Drive automation, digitisation, and process simplification initiatives
• Ensuring adequate resources (quantity and quality) are available to meet pre- determined business Service Level Agreements (SLA’s) and ultimately satisfy customers
• Taking on new opportunities and tough challenges with a sense of urgency, energy and enthusiasm.
• Building partnerships and working collaboratively with others to meet shared objectives.
• Stepping up to address difficult issues and saying what needs to be said.

Skills And Experience

• 10–15+ years in Global Markets Operations, with strong FXMM & OTC post-trade expertise
• Deep understanding of confirmations, settlements, and FM products (FX, MM, OTC derivatives)
• Strong data and AI capability, with experience in large-scale analytics and defining KPIs/metrics
• Proven experience in client behaviour analysis and service optimisation
• Excellent stakeholder management and communication skills, with ability to engage senior clients
• Multilingual capability (Asian languages preferred) to support regional client coverage
• Strong familiarity with client platforms, SWIFT, CLS, and FM digital tools/ecosystems
• Ability to operate as a high-impact individual contributor while influencing global BAU teams
• Track record in process improvement, automation, and operational transformation

Qualifications

• Degree or Diploma, Advanced/Higher/Graduate Diploma in Finance/Accountancy/Banking or equivalent

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 thing and 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-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 all sorts of 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.
• 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.