Enable job alerts via email!
Generate a tailored resume in minutes
Land an interview and earn more. Learn more
A leading international bank seeks a candidate for the Digital Cash Client Service Team to enhance client interactions across digital platforms, ensuring excellence in service delivery. This role involves strategy development, team leadership, and managing critical client relationships. The ideal candidate will possess strong industry experience and a proven track record in digital banking.
Press Tab to Move to Skip to Content Link
This role supports and executes the following under the direction of Head Cash Transformation & Digital Service.
Strategy
This role will lead the strategy, development, and management of Digital Cash Client Service Team, ensuring seamless client experiences across digital platform servicing and activation process.
It also involves owning the end-to-end digital platform servicing and activation process, handling client and internal escalations and driving continuous enhancements to improve client engagement and operational efficiency.
To be successful in this role, the candidate should have detailed knowledge of Cash Product, Digital Banking Product and foundational technical knowledge.
The candidate should also have strong communication skills, both written and verbal.
Business
• Develop and execute strategies to enhance client engagement on utility of digital platform, ensuring best-in-class client experience
• Drive client enablement and adoption of the Bank’s digital platform
• Align digital servicing strategies with overall business objectives, regulatory requirements, and customer needs.
• Work closely with internal teams (Sales, operations, middle office, IT, risk and compliance) to ensure alignment in digital platform offerings.
• Act as a key liaison between senior management and digital servicing/activation teams to communicate progress and business impact.
Processes
• Oversee the end-to-end client experience to enhance service quality and efficiency globally for digital servicing/activation process.
• Take ownership of critical client escalations, ensuring timely resolution and stakeholder communication.
• Act as the senior point of contact for internal teams handling complex service issues that require executive intervention.
• Work closely with operations, IT, risk and compliance teams to investigate root causes and implement long-term solutions.
• Act as the process owner for digital platform, overseeing workflows, policies, and operational efficiency.
• Define and document digital servicing/activation processes, ensuring they are optimized for scalability, compliance, and client satisfaction.
• Continuously review and improve end-to-end digital servicing/activation client journeys
• Collaborate with relevant teams to identify areas of opportunity for improvement/enhancement based on business and client needs within digital platform.
People & Talent
• Lead, mentor, and develop a high-performing digital servicing team, fostering a culture of innovation, collaboration, and excellence.
• Drive training programs to equip staff with the necessary skills and knowledge for digital service excellence.
• Ensure resource planning and workforce allocation align with business priorities and service demands.
• Promote cross-functional collaboration and effective communication across departments to ensure seamless execution of digital initiatives.
• Drive client first mindset.
• Demonstrate appropriate culture and values, embedding a high level of team engagement
Risk Management
• Identify, assess, monitor, control and mitigate risk in business operations.
• Compliance with all applicable rules / regulations of group policy
Governance
• Ensure awareness and understanding of the regulatory framework in which the Group operates and the regulatory requirements and expectations relevant to the role
• Deliver effective governance in compliance with applicable internal policies and external laws and regulations, overseeing changes in business controls as required
• Support the relevant programme governance forums and processes as required
Regulatory & Business Conduct
• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Support the TB Cash Client Service Team to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients and The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key stakeholders
• Cash Client Service Leadership and teams
• TB COO and Business Heads
• TB Product Heads
• Other CCIB stakeholders
• CIB Technology
• Risk, Legal, Audit and Compliance, where relevant
• 10+ years of experience in digital banking and client service.
• Strong understanding of client experience design
• Proven ability to develop and implement digital servicing strategies in a banking environment.
• Experienced in handling high-level client and internal escalations with problem-solving mindset.
• Experienced as a process owner, ensuring service flows are efficient, scalable, and client-centric.
• Excellent leadership, communication, and stakeholder management skills.
• Languages: English and/or local language skills as relevant to country requirements
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:
In line with our Fair Pay Charter,we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.