Digital Cash Client Service Lead

Standard Chartered; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

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.

Benefits

Competitive salary and benefits

Flexible working options

Annual leave and parental leave

Proactive wellbeing support

Continuous learning culture

Qualifications

• 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.

Responsibilities

• Develop and execute strategies to enhance client engagement.
• Oversee the end-to-end client experience to enhance service quality.
• Lead and mentor a high-performing digital servicing team.

Skills

Client experience design

Problem-solving mindset

Stakeholder management

Education

Bachelor’s degree or equivalent in a related field

Job description

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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.

Key Responsibilities

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

Skills and Experience

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

Qualifications

• 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

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.