Client Service Manager, PvB (for GSAC market)

Standard Chartered Singapore; Singapore; On-site; SGD 90,000 - 140,000; Full time

Benefits offered by this job

Competitive salary and benefits

Flexible working options

Wellbeing support

Global learning opportunities

Job summary

Standard Chartered Singapore's Private Banking division is seeking an experienced client servicing professional to ensure high-quality client experiences and strict policy compliance. The role emphasizes end-to-end process management, including account openings, periodic reviews, and regulatory adherence, in partnership with Relationship Managers and other stakeholders.

The candidate will contribute to delivering efficient client servicing, accurate documentation, and timely regulatory

Qualifications

• Minimum 10 years in Private Banking with broad product knowledge.
• Strong communication and stakeholder management skills.

Responsibilities

• Client onboarding, account opening, and periodic reviews with timely submissions.
• Ensure compliance with Group and Private Banking policies during servicing and transactions.
• Collaborate with RM and cross-functional teams to deliver end-to-end client experience and productivity.

Skills

RNF MAS certification

Client servicing excellence

Regulatory compliance

Stakeholder management

Education

RNF Certification (MAS Singapore)

Tools

CAP/TAP systems

Job description

Job Summary

• Work closely with RM/ RM team and other business stakeholders to ensure service excellences and operational effectiveness.
• Ensure control and compliance with all Group and Private Banking policies and procedures during client servicing ad transacting activities.
• Work closely with respective stakeholders to cultivate an “End-to-End” thinking process of delivering client excellences and transactional effectiveness with objective to promote positive client experience and optimal productivity of staff.

Key Responsibilities

Strategy

• Align with overall PvB Business Strategy

Business

Client Servicing and Transacting Related

• Quality of Submissions – measured by joint responsibility with RM for timeliness and qualitative assessment for Account Opening, Periodic Review, Trigger Review as well as other static related update as per client’s instruction and/or change of circumstances of client (if any)
• No back-valuation request for loans and deposits > 3-days unless with valid justification
• Operational Risk Events (OREs)– measured by number of cases of OREs which include operational gain/ loss or near-missed event
• Internal Requirements – measured by timely completion of all internal requirements which include but not limited to Client Investment Profile (CIP), Client Advisory Portal (CAP) or investment rationale update/ upload in Triple A-Plus (TAP) and all other remediation works (if any)
• Credit Application/ Document Gaps – measured by joint responsibility with RM for timely submission of eBCA to ensure submission within 10-days from due date and/or no overdue at month end. In addition, ensure no credit documents/ requirements gap, include but not limited to Credit Application, Facility Letter, Fire Insurance Renewal, Property Valuation Renewal etc.
• Regulatory Requirements – measured by timely completion of all regulatory requirements, which include but not limited to FATCA, Common Reporting Standard (CRS), Accredited Investor (AI) forms, Vulnerable Client (VC) assessment etc.
• Work toward achieving the Non-Financial Performance Scorecard together with RM/ RM Team

Service Transformation Related

• Participation in Process Improvement/ System Enhancement Initiatives – this include but not limited to participation in User Acceptance Test (UAT), User Verification Test (UVT), workshop, post launch adoption/ feedback etc.
• Demonstration of keen interest in improving day-to-day operational effectiveness by providing constructive feedback, take ownership for problem solving and sharing with relevant party for on-going improvement

People and Talent

• Lead by example and build the appropriate culture and values as accordance to the Bank Valued Behaviour principles
• Set Aspirational Goal and Growth Goal and work closely with CSM Team Lead to achieve it

Risk Management

• Quality of CDD files record – measured by no exceptions via Control Sample Test (CST), FCC CA, Compliance, GIA or regulator reviews and timeliness of remediation of such findings (if any)
• Sales Supervision Exceptions – measured by the Sales Supervision monitoring on Client Transaction Instructions (CTI), Suitability & Assurance Procedure and other pre-trade requirements
• Regulatory Breaches (RB) – measured by reported RB cases by PvB Compliance which include but not limited to banking secrecy, RNF related, contact note by T+1, fraud cases etc.
• Non-Compliance of Internal Controls – measured by non-compliance of internal controls cases by PvB Compliance or PvB Business Risk Management which include but limited to clean desk, near-miss of regulatory event, Country Engagement Rules, fair dealing to client as per the Group Code of Conduct, Data Privacy Breach etc.
• Financial Crime Risk (FCR) Alerts – measured by joint responsibility with RM to provide response within 7 calendar days of receiving the alert
• Work toward achieving the Non-Financial Performance Scorecard together with RM/ RM Team
• CACS CPD Hours – measured by completion of the CACS CPD hours by 31 October of the year

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 / Private Bank 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

• Market Heads, Relationship Managers and Team Leaders
• Other PvB COO teams, including Controls & Supervision, Client Acceptance & Review, Operational Risk
• Support functions serving PvB, including Compliance, Legal, Operational Risk
• Operations back-office serving PvB
• Technology teams serving PvB

Other Responsibilities

• Embed here for good and the Group’s brand and values in Private Banking.
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Action Oriented

• Taking on new opportunities and tough challenges with a sense of urgency, energy and enthusiasm.

Collaborates

• Building partnerships and working collaboratively with others to meet shared objectives.

Customer Focus

• Building strong customer relationships and delivering customer-centric solutions.

Courage

• Stepping up to address difficult issues and saying what needs to be said.

Instils Trust

• Gaining the confidence and trust of others through honesty, integrity and authenticity.

Nimble Learning

• Actively learning from experimentation, success, and failures. Applying lessons learned to new problems.

Decision Quality

• Making good and timely decisions that keep the organisation moving forward.

Develops Talent

• Developing people to meet both their career goals and the organisation’s goals.

Drives Vision and Purpose

• Painting a compelling picture of the vision and strategy that motivates others to action.

Gives Clarity and Guidance

• Providing direction, delegating and removing obstacles to get work done.

Manages Ambiguity

• Operating effectively even when things are not certain or the way forward is not clear.

Strategic Mindset

• Seeing ahead to future possibilities and translating them into strategies that address changing needs while leveraging the bank’s strengths.

Our Ideal Candidate

• Certified under the Representative Notification Framework (RNF) by MAS Singapore, pass with Client Advisory Competency Standard (CACS) Paper 1 & 2
• Minimum work experience in Private Banking for more than 10-year with relevant knowledge in wide range of investment products and services, credit facilities and different account structure
• Strong competencies in communicational skill (both writing and speaking), problem-solving skill, time management especially during tight timeline, leadership quality in interacting with various stakeholders etc.

About Standard Chartered

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

What We Offer

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• 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 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.

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