Regional Cash Services Lead – Client Advisory & Escalation

Standard Chartered Singapore; Singapore; On-site; SGD 180,000 - 320,000; Full time

Benefits offered by this job

Competitive salary and benefits

Flexible working options

Wellbeing support

Job summary

Standard Chartered Singapore is seeking a Regional Cash Client Service Manager within Transaction Services to own the service delivery relationship for multi-market International Corporate clients. You will act as an advocate for the assigned client portfolio, partnering with RMs and Global Account Managers to drive client satisfaction and growth.

You will lead client service improvements, manage high-severity escalations, and collaborate with regional/global stakeholders to deliver sustainable,

Qualifications

• 10+ years of experience in financial services industry or in a similar field with regional exposure.
• Degree in Finance (Masters preferred).
• Excellent communication to manage discussions at all levels.
• Innovative solution viewpoint / recommendations with understanding of clients technical needs.
• Problem-solver with excellent attention to detail.
• Comprehensive Cash management products knowledge such as (FX, Payments, Liquidity mgmt., API).
• In-depth and broad technical understanding of end-to-end client and trade life cycles in cash management space.
• Experience in leading critical transactional Support by facilitating resolution for complex transactions related issues and exception handling.
• Strong Experience in collaborating effectively with regional /global stakeholders across functions to come up with sustainable client centric solutions to resolve escalated issues or complaints.
• Experience in global stakeholder management – ability to influence stakeholders by efficiently explaining service requirements and demonstrating impact of client service as a key competitive driver.
• Ability to collaborate as a team and contribute effectively to proactive service initiatives locally such as Client Service Plans in a coordinated fashion with RMs and Global Account Managers.

Responsibilities

• Serve as a trusted advisor, developing and maintaining strong relationships with client influencers
• Use metrics and client insights in service reviews to identify service improvements and optimization opportunities.
• Track service performance, address client concerns, and drive continuous improvement.
• Proactively identify client needs, leveraging local/regional insights to improve experience and operational efficiency, including product training, client learning, and adoption of new features / services
• Maintain deep understanding of client business models, account structures, and operating environments.
• Support clients on Bank-driven regulatory, product, and technology changes to minimise disruption to business
• Act as the primary contact for client stakeholders across top tier clients, managing complex queries and escalations
• Manage the service recovery process through handling, logging complaints and ensuring resolution with accountable units.
• Oversee service arrangements and service levels to ensure high client satisfaction
• Manage high-severity escalations such as critical payments (payroll / tax), or critical flows.
• Lead issue resolution across relevant SCB teams to ensure a smooth client experience.
• Ensure key clients are offered market- and/or segment-specific expertise within time zone as it relates to cash management services or channel activation
• Support RFP requests, service reviews and client insights
• Coordinate with internal Technology teams to resolve client issues regarding incidents

Skills

Strong communication

Stakeholder management

Cash management knowledge

Problem-solving

Strategic thinking

Collaboration across regions

Education

Finance degree

Master\'s degree preferred

Finance degree (Masters preferred)

Tools

API knowledge

Job description

Standard Chartered Singapore is seeking a Regional Cash Client Service Manager within Transaction Services to own the service delivery relationship for multi-market International Corporate clients. You will act as an advocate for the assigned client portfolio, partnering with RMs and Global Account Managers to drive client satisfaction and growth.

You will lead client service improvements, manage high-severity escalations, and collaborate with regional/global stakeholders to deliver sustainable,