Client Service Manager

Standard Chartered Singapore; Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Retirement savings

Medical and life insurance

Flexible working

Generous leave

Wellbeing support

Learning & development

Inclusive culture

Job summary

Standard Chartered Singapore is seeking an experienced Operational Client Relationship Manager to actively manage satisfaction for top FSS clients globally. The role requires deep knowledge of client needs, collaboration with BAMs and FSS RMs, and the ability to coordinate across regional and country heads to deliver innovative solutions.

The ideal candidate has extensive end-to-end Securities operations experience and strong governance, risk, and regulatory awareness to maintain service levels

Qualifications

• 7+ years’ experience in Operational Client Relationship Management / Client Services.
• Extensive end-to-end Securities operations experience.
• Knowledge in Funds Administration Operations or Funds Administration Client Servicing.
• Knowledge in Transfer Agency Operations or Transfer Agency Client Servicing.
• Knowledge in Global Custody Operations or Global Custody Client Servicing.

Responsibilities

• Acts as a primary contact with clients and internal stakeholders to manage day-to-day issues.
• Ensures adherence to KPIs and governance standards across regions.
• Collaborates with BAMs, FSS RMs, Sales and Product Management to define client requirements.
• Identifies opportunities for growth and re-use of existing capabilities.
• Monitors regulatory and risk management practices and ensures compliant delivery.
• Supports the Governance framework and maintains strong client relationships with a focus on service quality.

Skills

Client relationship management

Securities operations

Funds administration operations

Transfer agency operations

Global custody operations

Job description

Job Summary

The role’s principal responsibility is to actively manage and maintain a strong level of satisfaction among the most important clients within Financing & Securities Services (FSS) globally. The client base includes some of the largest global financial institutions which have extremely exacting standards and expect global best levels of client service. The job holder’s responsibility is to understand these requirements and ensure they are delivered consistently to a high standard. He/she will also interact strongly with the Business Account Managers (BAMs) and FSS Relationship Managers to ensure consistent delivery of high levels of client service.

Job Summary

The role’s principal responsibility is to actively manage and maintain a strong level of satisfaction among the most important clients within Financing & Securities Services (FSS) globally. The client base includes some of the largest global financial institutions which have extremely exacting standards and expect global best levels of client service. The job holder’s responsibility is to understand these requirements and ensure they are delivered consistently to a high standard. He/she will also interact strongly with the Business Account Managers (BAMs) and FSS Relationship Managers to ensure consistent delivery of high levels of client service. The role requires an in-depth understanding of each client’s business model, based on sound industry experience coupled with analysis of the client’s individual needs. Collaboration and co-operation are hallmarks of success as the jobholder often needs to bring together multiple internal parties such as regional and country heads of FSS, Operations, Product Management, Financial Institutions, as well as external entities, to find innovative solutions to complex, often multi-market requirements. In so doing he /she is expected to maintain the right balance between effective cost management and sometimes bespoke solutions. Success factors will include adherence to agreed KPIs and obtaining high scores during periodic service reviews. Client satisfaction is a key factor in retaining existing FSS relationships and is a springboard to expanding existing FSS relationships from existing clients. Setting a strong working level relationship with clients and internal stakeholders is another key success factor.

Key Responsibilities

Strategy

• Works closely across the bank to ensure best in class and quality services are being provided to clients.
• Ensures consistent levels of service are provided to clients
• Thorough understanding of clients and ability to deliver in challenging situations
• Anticipate and embrace change to retain and build a competitive edge

Business

• Identifies innovative solutions to clients’ requirements, maximising re-use of existing capabilities
• Identifies opportunities for growth from existing business and for referrals to work with FSS RMs and Sales for new products and services
• Fully understand client’s business model and identify innovative ways to anticipate and manage their requirements
• Monitors competitor service offerings to identify and remediate any gaps

Processes

• Acts as first point of contact point as per the agreed client matrix and takes leading role in managing day to day issues to resolution.
• Ensures agreed KPIs are adhered by internal stakeholders and client
• Attends periodic service reviews

People and Talent

• Leads through example and builds appropriate culture and values as part of a team
• Sets appropriate tone and expectations from country service teams and works in collaboration with risk and control partners.
• Attend ongoing training and development.
• Objectively provide feedback to internal stakeholders and provide guidance when necessary

Risk Management

• Takes responsibility for identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual and the team play in managing them
• Under Risk Management Framework – the role is responsible to act in accordance with our Bank and departmental policies.

Governance

• Assesses the effectiveness of the Group’s arrangements to deliver effective governance, oversight, and controls in the business and, if necessary, oversee changes in these areas
• Maintains awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Delivers ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.

Regulatory and 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.
• Lead the Singapore Financing & Securities Services Client Solutions to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.
• Effectively and collaboratively identify, elevate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• Closely liaises with internal technology and operations teams to define common standards to adopt in managing the operational relationship with clients, under the auspices of the overall client management model
• Communicates Client Solutions strategy to business partners to ensure understanding of Client Management principles
• Works closely with BAMs, FSS RMs, Sales and Product Management to define client requirements and prioritise accordingly

Other Responsibilities

• Embed Here for good and Group’s brand and values in in Singapore Financing & Securities Services Client Solutions; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Our Ideal Candidate

• 7+ years’ experience Operational Client Relationship Management / Client Services
• Extensive end to end Securities operations experience
• Knowledge in Funds Administration Operations or Funds Administration Client Servicing
• Knowledge in Transfer Agency Operations or Transfer Agency Client Servicing
• Knowledge in Global Custody Operations or Global Custody Client Servicing

Role Specific Technical Competencies

• Extensive end to end knowledge of Financing & Securities Services within Financial Markets
• Facilitates collaborative working across the Bank and with key industry stakeholders
• Influence internal stakeholders to implement clients’ strategic requirements
• Proven risk management capabilities
• Strong programme management skills, attention to detail and diligence in execution

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 thing and 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-off including 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 working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through 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 culture to 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.

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers