Executive Director - ASA Client Service

STANDARD CHARTERED BANK (SINGAPORE) LIMITED; Singapore; Sur place; SGD 260 000 - 380 000; Plein temps

Résumé du poste

STANDARD CHARTERED BANK (SINGAPORE) LIMITED is seeking an Executive Director, ASA Regional Head of Client Services - FSS. You will own end-to-end client service across the ASA region for Custody, Fund Accounting, Transfer Agency, Trustee, and Digital Assets.

You will build and lead a high-performing regional Client Services organisation, embedding continuous improvement and evolving the service model with client needs, product complexity and regulatory change.

Responsabilités

• Oversee Client Services delivery across the ASA region with a consistent operating model and governance cadence.
• Ensure regional teams stay aware of local regulatory, market infrastructure and client requirements while following global standards.
• Own regional client service MI and reporting for senior management with clear insights into performance, risk and trends.
• Establish tiered client segmentation and service coverage so effort scales with client size and value.
• Partner with Regional Head of Sales and Relationship Management to align onboarding and ongoing servicing.
• Act as trusted senior partner to Sales on client retention and growth opportunities identified in day-to-day servicing.
• Collaborate with Operations on capacity planning, exception handling and end-to-end process design.
• Own accountability for service quality and client satisfaction; serve as senior escalation point for issues.
• Set and monitor SLAs and KPIs across Custody, Funds, Fiduciary Services and Digital Assets.
• Drive root-cause analysis and remediation with Operations to close gaps, not symptoms.
• Sponsor process re-engineering, automation and tech adoption to improve STP and client experience.
• Lead Client Solutions transformation initiatives including operating model redesign and governance frameworks.
• Champion a Hyper Care approach for critical client transitions and new mandates.

Description du poste

Job Summary

• The Executive Director, ASA Regional Head of Client Services - FSS owns the end-to-end client service experience for the region's Financial & Securities Services franchise, spanning Custody, Fund Accounting, Transfer Agency, Trustee and Digital Assets. The role sits at the centre of the client lifecycle, working in lock-step with Sales, Relationship Management and Operations to ensure clients receive consistently high-quality, joined-up service across every touchpoint
• The role holder is accountable for building and leading a high-performing regional Client Services organisation, embedding a culture of continuous improvement, and ensuring the service model evolves in step with clients' changing needs, product complexity and market/regulatory change. 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

Key Responsibilities

Strategy

• Oversee Client Services delivery across the ASA region, ensuring a consistent operating model, governance cadence and reporting framework across markets.
• Ensure the regional team maintains strong awareness of local regulatory, market infrastructure and client requirements while adhering to global standards and controls.
• Own regional client service MI and reporting, providing senior management and governance bodies with clear, decision-useful insight into service performance, risk and trends.
• Establish tiered client segmentation and service coverage models so that service intensity and governance are proportionate to client size, complexity and strategic value

Business

• Partner closely with the Regional Head of Sales and Regional Head of Relationship Management and Client Implementation to ensure client commitments, onboarding and ongoing servicing are fully aligned and mutually reinforcing.
• Act as a trusted senior partner to Sales and Relationship Management on client retention, service recovery plans and growth opportunities identified through day-to-day servicing.
• Work hand-in-glove with Operations leadership on capacity planning, exception management, and end-to-end process design, ensuring service and production teams operate as a single client-facing unit.

Processes

• Own overall accountability for service quality and client satisfaction across the FSS client base in the region, acting as the senior escalation point for material service issues.
• Set and monitor service standards, SLAs and KPIs across Custody, Funds and Fiduciary Services and Digital Assets, ensuring consistent delivery across markets and client segments.
• Drive root-cause analysis and remediation on recurring service issues, working with Operations to resolve process and control gaps rather than symptoms.
• Partner closely with the Regional Head of Sales and Regional Head of Relationship Management and Client Implementation to ensure client commitments, onboarding and ongoing servicing are fully aligned and mutually reinforcing.
• Work hand-in-glove with Operations leadership on capacity planning, exception management, and end-to-end process design, ensuring service and production teams operate as a single client-facing unit.
• Act as a trusted senior partner to Sales and Relationship Management on client retention, service recovery plans and growth opportunities identified through day-to-day servicing.
• Continuously reassess the service model against evolving client demands, product innovation (including digital assets) and industry best practice, bringing forward proposals for change.
• Sponsor process re-engineering, automation and technology adoption initiatives that improve STP rates, reduce settlement fails and lift the overall client experience.
• Lead or contribute to broader Client Solutions transformation initiatives, including operating model redesign, service tiering and governance frameworks.
• Champion a Hyper Care approach for critical client transitions and new mandates, ensuring elevated support during periods of heightened client risk.

People & Talent

• Build, lead and develop a large, multi-market Client Services organisation, setting clear accountabilities, performance standards and career pathways.
• Coach and develop team leaders, fostering a client-first, accountable and collaborative culture across the function.
• Lead workforce planning, talent development and succession planning for the regional Client Services team.
• Drive engagement and retention through visible leadership, regular communication and recognition of strong client outcomes.

Risk Management

• Ensure service delivery operates within the bank's risk, compliance and regulatory framework, escalating issues promptly and transparently.
• Support internal audits, regulatory exams and control reviews relevant to client servicing.

Governance

• Represent Client Services in regional governance forums, client review committees and new business/onb