Head, Client Services
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Job Summary
Country Head of Client Services - to plan and control staffing, deployment, training, appraisals, and all other personnel matters relating to staff in the team.
Key Responsibilities
Primary point of contact / escalation for external clients in terms of providing solutions, enquiries, complaints, resolving of discrepancies and transactional errors.
Strategy
INTERNAL
The candidate preferably should have at least 10 years of experience in the below activities.
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
In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
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
Country Head of Client Services - to plan and control staffing, deployment, training, appraisals, and all other personnel matters relating to staff in the team.
- Encourage and foster a highly collaborative and supportive working environment where staff at all levels put the best interest of clients at the center of everything the team does.
- Effective performance management of all staff to ensure rewards are merit based and results driven.
- Execute team operating standards set out by the Global Head of Client Services as independent quality assurance within the team to ensure highest standards of service execution and related client communication.
- Ensuring participation of training modules by team members and track training completion. Operational Excellence
- Assist in implementation of service and efficiency improvement initiatives in Securities Services and facilitate transfer of best practice.
- Responsible for serving as primary contact person for clients and internal staff for advice, enquiries, complaints and any other service issues.
- Deliver excellent service against agreed service standards and in line with client satisfaction criteria.
- As an internal voice of client, work together with BAMs, Operations, Technology, and other key internal stakeholders to solve client issues timely with no/minimal escalation and identify opportunities to improve overall service for the clients.
- Foster long lasting relationships and rapport with premier clients at the transactional / operational level.
- Works with the BAM team to manage existing/strategic clients to maximize client satisfaction and long term contribution to the bottom line Champion client incident management by ensuring timely rectification and escalation where required. Ensure root cause analysis is completed and preventative measures are implemented effectively. Service level reviews conducted in a planned manner with appropriate engagement from internal stakeholders (i.e. key BAM and/or SSO participation if needed)
- Identify opportunities for service improvement based on useful metrics and demonstrate results
Key Responsibilities
Primary point of contact / escalation for external clients in terms of providing solutions, enquiries, complaints, resolving of discrepancies and transactional errors.
- Ensure the provision of the highest standards of client service in response to client enquiries and complaints in order to deliver best in class client service.
- Ensure incidents are managed and resolved in a timely manner. Actively engage with internal stakeholders and support functions to overcome obstacles in resolution of incidents while providing timely updates to client and internally on progress made.
- Maximize the GEMS work tool to gain efficiency in directing and resolving client queries along with incident escalation protocol.
- Proactive client engagement and regular “pulse checks” for premier clients through due diligence visits, service reviews, proactive communication of market news, deeper understanding of clients’ need end-to-end, questionnaires completion, RFP, etc.
- Use GEMS incident user interface to ensure client complains are logged timely and accurately for auto system escalation communications to the appropriate senior management levels responsible to ensure full resolution of client issues and regularly update client on progress if the issue is taking longer than expected.
- Maintain a professional and positive SCB image through all interactions with clients.
- Continually identify opportunities to improve client efficiency and performance, through e.g. optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities.
- Participate in annual or as agreed Service Reviews for premier clients.
- Reviewing service performance with the clients and generate ways to continuously improve service level standards
- Periodically, accompanying BAMs on sales calls to sell our service capabilities and/or to resolve clients’ operational and service issues· Provide pro-active client updates
- Leveraging on metrics and client insights to understand client’s needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage, up-selling and cross-selling etc.
- Making proactive calls on clients to improve the utilization level of facilities, increase transaction volume, identify opportunities for channels and referrals for the business
- Build trusted partnerships with clients at the daily transactional / operational level
Strategy
- Our strategy: Fully understand the Financing Securities Services (FSS) Business and Operations strategies and leadership expectations and how they support CIB and overall Bank Strategy – be able to articulate the same to internal and external stakeholders as required
- Client Servicing: Deliver a first-class operational Client Service to Financing Securities Services (FSS) client base in all FSS related interactions – understand client needs, challenges and identify opportunities
- Client Solutioning: Work together with key internal stakeholders to identify and solve repeat client issues, identify opportunities and strive to deliver a ‘best in class’ service
- Service Reviews: Conduct service reviews and perform follow-ups for enhancement and improvement
- Escalations: Ensure all escalations are managed in a timely manner and are not directed to FSS Business
- Complaints management: Ensure that complaints for own client relationships are logged, tracked, escalated and closed in a timely manner
- Continuously maintain knowledge of relevant post-trade areas and escalate knowledge / training needs
- Provide appropriate cross training / functional training to others as required
- Actively support and help to drive regional People Agenda activities
- Ensure Group Risk Management standards are being maintained / adhered to
- Engage Risk, Legal & Compliance and Operational Risk as appropriate on escalated items relating to Risk Management
- Responsible for review and implementation of process and policies
- Responsible for effective governance, oversight and controls in the business
- Awareness and understanding of regulatory framework and the impact on business
- 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 FSS Client Solutions team 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, escalate, mitigate and resolve risk, conduct and compliance matters.
INTERNAL
- All FSS Operations functions
- FSS Management team
- FSS Product team
- FSS COO
- FSS Technology and Production Support Teams
- Onboarding teams (IMO)
- FSS Country/Regional Legal/Compliance
- Other CIB or Bank teams as required to support client initiatives
- FSS Clients in segment and/or region
- Vendors, Market infrastructure and Service Providers
- Regulatory and Supervisory agencies as required
The candidate preferably should have at least 10 years of experience in the below activities.
- Operations Client Services
- Custody, Fund Administration, Transfer Agency
- Financing Securities Services.
- People Management
- Stakeholder Engagement
- Process Analysis
- Market Advocacy
- Project management skills
- Communication Skills
- Customer Relationship Management
- Product Knowledge
- problem Solving Skills
- Collaboration
- Ability to influence
- Time Management
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
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.
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
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