Associate Director Client Delivery Operations

Standard Chartered; Warszawa; Hybrid; PLN 240,000 - 360,000; Full time

Benefits offered by this job

Flexible working patterns

Wellbeing support through Unmind

Continuous learning and reskilling

Job summary

Standard Chartered is seeking an Associate Director to lead the Client Onboarding COE, driving delivery excellence, risk management, and timely execution for global client onboarding. You will mentor a high-performing team, manage priorities, and ensure adherence to policies while coordinating with multiple stakeholders worldwide.

The role requires deep experience in financial services, strong English communication, and the ability to work across time zones, including US hours.

Qualifications

• 8 years of relevant experience in financial services.
• Strong ability to influence stakeholders across value chain to orchestrate processes and deliver client service.

Responsibilities

• Lead day-to-day delivery of the Client Onboarding COE team.
• Partner with global onboarding teams for follow-the-sun execution and knowledge sharing.
• Recruit, onboard, coach and develop the team with clear objectives and feedback.
• Manage workflow, case allocation, priorities and capacity.
• Monitor performance against SLAs and KPIs including quality and productivity.
• Ensure accurate CDD/KYC onboarding in compliance with policies and regulations.
• Provide guidance for complex cases and escalation support.
• Act as first-line escalation for delays, gaps, and policy questions.
• Oversee onboarding records across systems with data accuracy and control execution.
• Coordinate end-to-end onboarding with stakeholders for ready-to-transact status.
• Engage with stakeholders on onboarding priorities and risk.
• Ensure risk management and quality assurance with proper controls.
• Review data and issues to implement process improvements.
• Support business continuity and coverage for US time zone.
• Lead onboarding projects and remediation initiatives.

Skills

Stakeholder management

Leadership

Time management

Client service

English proficiency

Risk AML

Shift work

Problem solving

Job description

Associate Director Client Delivery Operations

• Lead the day-to-day delivery of the Client Onboarding COE team, creating a high-performance, inclusive and accountable environment focused on client service, quality, risk management and timely execution.
• Support the global FS COE operating model by partnering with other onboarding delivery teams to drive follow-the-sun execution, capacity optimisation, knowledge sharing, and consistent client outcomes across all onboarding activities.
• Recruit, onboard, coach, develop and retain a skilled team, setting clear objectives and providing regular performance feedback, career development and recognition.
• Manage daily workflow, case allocation, priorities and capacity across the team, ensuring appropriate coverage and timely response to changing pipeline, urgent client requests and operational demand.
• Monitor and drive team performance against agreed service levels and key performance indicators, including turnaround time, right-first-time quality, productivity, backlog ageing, reworks, control performance and stakeholder outcomes.
• Own the team’s delivery of accurate and timely CDD, KYC and related onboarding activities, ensuring adherence to applicable policies, procedures, country regulatory requirements and documented operating instructions.
• Provide technical guidance and escalation support for complex, high-risk or time-critical cases, completing or directly supporting cases where necessary to protect client delivery or manage exceptional demand.
• Act as the first point of operational escalation for case delays, documentation gaps, policy questions, quality concerns, control issues and stakeholder conflicts, ensuring clear ownership and timely resolution.
• Oversee the creation, maintenance and closure of CIB client and counterparty records across relevant onboarding and processing systems, ensuring data accuracy, completeness, and appropriate control execution.
• Coordinate the end-to-end onboarding journey with Client Managers, Relationship Managers, Product Sales, Compliance, Risk, Credit and Operations, ensuring effective handoffs and progressing clients toward ready-to-transact status.
• Maintain regular engagement with business and Client Management stakeholders to align onboarding priorities, communicate pipeline and delivery risks, and provide clear visibility of case status, dependencies, and expected completion.
• Ensure effective first-line risk management, quality assurance, and control monitoring, including maker-checker segregation, escalation of material issues and timely completion of corrective actions.
• Review operational data, quality findings and recurring issues to identify root causes and implement sustainable improvements in process efficiency, consistency, automation, and client experience.
• Support business continuity, operational resilience and shift coverage requirements, including service coverage for the US time zone.
• Lead onboarding-related projects, remediation activities and KYC initiatives as assigned by the people leader.

Skills and Experience

• 8 years of relevant experience within the financial services industry
• Strong ability to positively influence stakeholders across value chain to both orchestrate and execute on processes and deliver exceptional client service and experience
• Comfortable working with global virtual teams and effectively managing a small local team to deliver on business objectives
• Problem-solver who proactively seeks solutions and finds ways to progress despite obstacles
• Ability to positively engage and build rapport with clients
• Ability to work independently without direct supervision and able to cope with pressures from tight deadlines
• A team player with good interpersonal skills
• Strong writing and presenting skills in English
• Risk & AML certified as stipulated by Bank policy (role based)
• Availability to work within a shift model (10:00-22:00) to cover US time zone

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.
• 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.