Senior Manager, Client Engagement & Service Observability

Standard Chartered; Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Benefits offered by this job

Flexible working options

Wellbeing & learning programs

Career development opportunities

Job summary

Standard Chartered is seeking a Client Engagement & Service Observability lead to define and track service health across client journeys, lead risk detection, and drive proactive service improvements. You will partner with Technology, Product, Operations, and Risk to close monitoring gaps and strengthen resilience.

The role requires extensive experience in corporate banking client services, incident management, and cross-functional collaboration, with a focus on reducing operational risk and

Qualifications

• More than 10 years of experience in Client Services in Corporate Banking and Incident Management/Service Resilience.
• Strong understanding of client journeys, payment processing, reporting, channels, and client servicing models in a global capacity
• Proven ability to assess, articulate, and quantify client impact arising from service disruptions, technology incidents, operational failures, and change initiatives.
• Experience working across multiple stakeholder groups including Client Service, Operations, Technology, Product, Risk, and Senior Management.

Responsibilities

• Define clear measures of service health indicators to demonstrate improvements in service stability, early risk detection, and operational resilience.
• Lead thematic analysis across incidents, client escalations, complaints, service reviews, and operational events to identify systemic vulnerabilities and opportunities for preventative action.
• Partner with Technology, Product, Operations, Service and Risk teams to improve resilience, close monitoring gaps, and provide clear articulation of business outcomes.
• Define and execute the observability strategy across key client journeys, critical processes, and high-risk service areas.
• Identify gaps in end-to-end monitoring and work with Technology and Product teams to improve visibility and coverage.
• Establish meaningful service health indicators, risk signals, and leading metrics to detect emerging issues.
• Develop resilience dashboards and executive reporting to provide transparency on service risks and vulnerabilities.
• Independently drive continuous improvement initiatives to strengthen operational resilience.
• Design and maintain an Early Warning Framework that identifies potential client, operational, or technology issues before they escalate.
• Monitor leading indicators, abnormal patterns, recurring alerts, and service degradation signals.
• Prioritise monitoring efforts towards critical client journeys, key markets, strategic clients, and high-impact processes.
• Escalate emerging risks and recommend mitigating actions to relevant stakeholders.
• Perform thematic analysis across incidents, client complaints, service reviews, escalations, and operational events; track issues to closure.
• Identify recurring patterns, systemic weaknesses, control gaps, and vulnerability trends.
• Produce actionable insights and recommendations to prevent repeat incidents.
• Lead reviews of high-risk client journeys to identify failure points and preventative interventions.
• Partner with Technology, Product Owners, Operations, and Service teams to drive sustainable solutions.
• Establish preventative action plans and track implementation progress.
• Promote a culture of proactive risk management across the organisation.
• Demonstrate ability to lead complex discussions and influence outcomes without direct authority.
• Proficiency in data visualization tools and analytics software is advantageous.

Skills

Problem Solving

Analytical Thinking

Effective Communications

Managing Change

Project Management

Stakeholder Management

Job description

Standard Chartered is seeking a Client Engagement & Service Observability lead to define and track service health across client journeys, lead risk detection, and drive proactive service improvements. You will partner with Technology, Product, Operations, and Risk to close monitoring gaps and strengthen resilience.

The role requires extensive experience in corporate banking client services, incident management, and cross-functional collaboration, with a focus on reducing operational risk and