Senior Manager, Client Service - Wealth Management Operations

Standard Chartered; Kuala Lumpur; Hybrid; MYR 260,000 - 360,000; Full time

Benefits offered by this job

Flexible working options

Wellbeing support

Learning and development

Job summary

Standard Chartered is seeking a Senior Manager in Kuala Lumpur to lead Wealth Management Operations, aligning strategy with execution across people, processes, and technology. You will work with risk, compliance, product, and technology teams to deliver high-quality client service while maintaining strong controls and regulatory discipline.

You will drive transformation initiatives, manage end-to-end processes, and monitor KPIs to ensure efficiency, accuracy, and client satisfaction.

Qualifications

• Bachelor’s degree in Business Administration, Banking, Finance, Accounting, Economics, or a related discipline.
• Excellent verbal and written communication across diverse stakeholder groups.
• 11+ years of banking/financial services experience, with majority in Wealth Management processes such as trade settlements.

Responsibilities

• Lead and manage Wealth Management operations, services, or transformation initiatives.
• Establish and monitor performance indicators (turnaround time, volumes, accuracy, service levels).
• Ensure accurate, timely processing of transactions, reconciliations and client requests.
• Maintain risk controls, governance, and escalation procedures across end-to-end lifecycle.

Skills

Stakeholder management

Change implementation

Regulatory awareness

Communication skills

Education

Bachelor’s degree in Business Administration, Banking, Finance, Accounting, Economics, or a related discipline

Job description

Senior Manager, Client Service - Wealth Management Operations

• The role holder is responsible for leading and managing assigned Wealth Management activities, operations, products, services, or transformation initiatives. The role ensures consistent delivery of high-quality, client-focused services while maintaining strong operational controls, regulatory compliance, financial discipline, and alignment with the organisation’s strategic objectives.
• The role holder will work closely with business, product, operations, technology, risk, compliance, finance, legal, audit, and country or regional teams to deliver agreed outcomes. The role is expected to balance service quality, client experience, risk management, transformation, cost efficiency, and sustainable business growth.
• Depending on the functional scope, the role may cover Wealth Management products and services such as equities, fixed income securities, structured products, mutual funds, managed investments, foreign exchange, derivatives, corporate actions, cash and stock reconciliations, middle-office activities, data management, and related transaction-lifecycle processes.

Key Responsibilities

Strategy and Business Alignment

• Translate the Wealth Management and Operations strategy into clear functional priorities, operating plans, and measurable outcomes.
• Develop and maintain a forward-looking roadmap that supports business growth, client needs, operational resilience, regulatory requirements, and technology development.
• Understand the business model, product proposition, client proposition, revenue drivers, cost base, operational risks, and capital considerations relevant to the role.
• Identify emerging market, regulatory, technology, and industry developments that may affect Wealth Management products or operating processes.
• Support the evaluation and implementation of new products, markets, platforms, capabilities, and service models.
• Resolve trade-offs between competing priorities while maintaining alignment with strategic objectives, client outcomes, risk appetite, and available investment capacity.
• Provide operational input into business cases, investment decisions, product development, and transformation priorities.

Operational and Service Delivery

• Accountable for the effective delivery of assigned Wealth Management processes, services, or programmes within agreed service standards.
• Establish and monitor appropriate performance indicators, including volumes, turnaround time, accuracy, productivity, utilisation, service levels, exceptions, losses, complaints, and operational-risk measures.
• Ensure transactions, operational activities, reconciliations, investigations, and client requests are processed accurately, completely, and within applicable timelines.
• Maintain effective oversight of cash, stock, position, suspense, sundry, nostro, depository, and balance-sheet reconciliations where relevant to the role.
• Ensure operational breaks, exceptions, and outstanding items are appropriately investigated, assigned, documented, escalated, and driven to closure.
• Maintain clear ownership and accountability across the end-to-end transaction lifecycle.

Client and Business Experience

• Promote a client-centric operating culture across the function.
• Ensure services support the business in acquiring, serving, and retaining clients while protecting client information and assets.
• Work with business, product, frontline, and country teams to understand service gaps, client feedback, operational pain points, and future requirements.
• Ensure client complaints and service failures are investigated, escalated, and resolved in accordance with applicable standards.
• Use operational and client insights to identify opportunities for service improvement, simplification, and capability enhancement.
• Balance client needs with control requirements, processing capacity, risk appetite, and financial sustainability.

Risk Management and Controls

• Maintain an effective risk and control environment for all activities within the assigned scope.
• Identify, assess, monitor, mitigate, and escal**ate** operational, conduct, regulatory, financial, technology, data, and third-party risks.
• Ensure appropriate preventive and detective controls are designed, documented, implemented, and operated effectively.
• Seek regular assurance that activities are being performed within established risk appetite, policies, procedures, and control standards.
• Ensure operational incidents, losses, near misses, client complaints, control failures, and policy breaches are recorded and escalated within required timelines.
• Oversee root-cause analysis and ensure corrective and preventive actions address the underlying cause of incidents.
• Monitor material risk indicators, aged items, reconciliation breaks, transaction backlogs, volume-cap breaches, service failures, and regulatory measures.
• Ensure risks and control weaknesses are escalated through the appropriate governance forums and remediated within agreed timelines.
• Promote continuous learning from incidents, audit findings, control reviews, complaints, and operational failures.
• Ensure risk and control considerations are appropriately incorporated into product launches, system changes, migrations, and transformation initiatives.

Governance and Oversight

• Establish a clear governance structure covering performance, risk, issues, decisions, dependencies, and action tracking.
• Ensure appropriate representation from relevant stakeholder groups in governance and delivery forums.
• Provide accurate and timely updates to senior management, committees, risk forums, and other decision-making bodies.
• Maintain clear records of material decisions, risks, issues, actions, owners, dependencies, and target dates.
• Track actions arising from governance forums and ensure they are driven to closure.
• Ensure processes and responsibilities are supported by current procedures, standards, controls, and operating documentation.
• Support internal and external audits, regulatory reviews, risk assessments, and control-testing activities.
• Ensure adherence to delegated-authority requirements and other applicable governance frameworks.
• Escalate material concerns promptly so that accountable stakeholders can intervene and take corrective action.

Transformation, Change and Continuous Improvement

• Lead or support operational transformation, technology, process re-engineering, platform implementation, and automation initiatives.
• Identify opportunities to simplify processes, eliminate rework, reduce manual intervention, and improve straight-through processing.
• Support the transition from manual or multi-touch processing to single-touch, zero-touch, or exception-based processing where appropriate.
• Work with business, operations, technology, and subject-matter experts to define objectives, business requirements, expected benefits, dependencies, and success measures.
• Assess the operational, financial, risk, control, client, and technology implications of proposed solutions.
• Manage delivery plans, milestones, resources, risks, issues, testing, communications, and stakeholder expectations.
• Ensure change initiatives deliver sustainable benefits and do not weaken the control environment or service quality.
• Maintain an appropriate repository or consolidated view of initiatives affecting the function.
• Monitor delivery against agreed schedules and elevate potential delays, capacity constraints, and unresolved dependencies.
• Gather stakeholder and client feedback and use it to refine priorities and improve value delivery.

Qualifications

• Bachelor’s degree in Business Administration, Banking, Finance, Accounting, Economics, or a related discipline.
• Greater than 11 years of Relevant Experience in Banking and Financial Services Industry of which at least 80% of experience in Wealth Management Process Especially Trade Settlements
• Good knowledge of Global Wealth Products/Processes would be an added advantage
• Ability to drive and implement change
• Good verbal and written communication skills, with the ability to engage effectively with different stakeholders.

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.