Client Service Manager

Standard Chartered; Johannesburg; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A leading international bank in Johannesburg seeks a Client Service Account Manager to manage complex client relationships and drive service delivery across diverse sectors. You will leverage your financial expertise to enhance client satisfaction and support the bank's reputation while championing digital initiatives. Ideal candidates should possess substantial industry experience and a degree in Finance.

Benefits

Competitive salary

Flexible working options

Comprehensive insurance benefits

Continuous learning culture

Qualifications

• 10 years of Financial Services Industry experience or similar work experience.
• Excellent communication to manage discussions at all levels.
• Innovative solution viewpoint with understanding of clients' technical needs.

Responsibilities

• Collaborates with Sales and Relationship partners as a Service Specialist.
• Delivers on client business needs and proactive engagements.
• Leads key client change initiatives as project manager.

Skills

Manage Conduct

Business - Products and Processes

Stakeholder Management

Strategic Thinking

Business - Business Partnering

Business – Process Management

Education

Degree in Finance

Job description

Overview

Standard Chartered supports client businesses across Asia, the Middle East, and Africa by offering Cash Management and Trade services that combine ecosystem integration, Agile solutions, and API (application programming interface) capabilities. The Client Service Account Manager takes care of client relationships for complex, multi-market International Corporate clients. These clients come from sectors like Industrial Services & Transportation, Energy & Natural Resources, Technology, Media & Telecom, Consumer Retail & Healthcare, Public Sector Development Organizations, and Commodity Trade & Agriculture. The Client Service Manager is fully responsible for service delivery across our Global Corporate client base. Working without supervision as an individual contributor, this role represents the bank and champions the assigned client portfolio, gaining a deep understanding of clients’ businesses to build strong partnerships that connect them effectively to Standard Chartered, boosting the bank’s market reputation and supporting business growth.

Responsibilities

• Collaborates with Sales and Relationship partners during the RFP/RFI process as a Service Specialist.
• Delivers on client business-as-usual needs, proactive engagements, projects, and initiatives.
• Embraces a learning mindset and solution-focused approach through continuous learning, process mapping, system navigation, and data analysis.
• Supports the digital adoption and project management agenda across all initiatives.
• Proficient in systems and online banking navigation and functionality, with strong expertise in operations, processes, risk management, client lifecycle support, and systems.
• Builds and nurtures strong client relationships throughout the implementation cycle, identifying additional cross-sell opportunities.
• Leverages client engagement to enhance service levels, coordinate with stakeholders, and maintain regular communication with project teams, clients, and internal partners.
• Collaborates with operations, risk, business, support hubs, service counterparts, and product teams.
• Provides user training and functional support on the Straight2Bank online banking platform, including new product navigation and payment file types.
• Drives improvements in internal and external processes to increase efficiency, such as transitioning from manual to electronic workflows, promoting digital and product adoption, system updates, and regulatory compliance.
• Leads key client change initiatives as project manager, facilitating calls and managing plans and roadmaps at country, regional, and team levels.
• Conducts in-depth country analyses to understand market environments and activities, aiming to enhance existing business, explore new opportunities, and leverage market changes for client and Standard Chartered benefit.
• Maintains comprehensive knowledge of clients’ business and operating models.
• Serves as senior escalation point for high-severity incidents, including critical payments like payroll and tax.
• Manages incidents with branches and clients, coordinating with Incident Management teams and affected markets.
• Advocates for clients globally, ensuring issues are resolved through project management and coordinated action with support teams, internal client groups, and product partners.
• Conducts regular service reviews and pulse checks to guarantee quality in query handling.

Qualifications

• 10 years of Financial Services Industry experience or similar work experience.
• Minimum of a degree, preferably within Finance
• 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
• 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 Relationship Managers and Global Account Managers.

Skills

• Manage Conduct
• Business - Products and Processes
• Stakeholder Management
• Strategic Thinking
• Business - Business Partnering
• Business – Process Management

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.
• Time-offincluding 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 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.