Client Service Manager, FSS Client Solutions

Job Summary

The role sits within the Financing and Securities Services division of Financial Markets, providing comprehensive support and management across a range of Securities Services Client businesses. Key responsibilities include overseeing Custody, Clearing, Fiduciary and Fund Services, Securities Lending, Money Markets, and Prime Services. The position also encompasses Utilities services such as managing the Funding Desk, Credit Valuation Adjustment, and the Modelling and Analytics Group. The ideal candidate will ensure seamless delivery across these services, contributing to the overall effectiveness and efficiency of the division.

Key Responsibilities

Strategy

• To deliver the right level of client service and advice to Financing, Securities Services clients in all interactions for their transactional enquiries complains, and other service-related issues based on the client tiering model.
• 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 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.

Business

• Identify opportunities for service improvement based on useful metrics and demonstrate results
• Manage existing/strategic clients to maximize client satisfaction and contribute to the 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. Sales and/or SSO participation if needed).
• Manages Client Due Diligence Visit and Service Review call
• Communication with local regulators and market players for the market issues to impact to clients
• Build trusted partnerships with clients at the daily transactional / operational level

Processes

• 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.
• Continually identify opportunities to improve client efficiency and performance, through e.g. optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities.
• 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.
• Maintain a professional and positive SCB image through all interactions with clients.
• Assist in implementation of service and efficiency improvement initiatives in Securities Services and facilitate transfer of best practice.

People & Talent

• Execute team operating standards set out by the Country Head of Client Solution to ensure highest standards of service execution and related client communication.
• Ensuring participation of training modules and track training completion.

Risk Management

• Full awareness of the Bank’s risk management approach
• Thematic analysis and review of client issues and complains in order to identify root causes and remediation actions.
• Uphold highest level of code of conduct to ensure full compliance with regulations, policies, and procedures.
• No exception to completing mandatory trainings timely.
• Comply with Operational Risk Framework set out for Client Service including but not limited to client identification, complaints and enquiry handling.
• Comply with applicable Money Laundering Prevention Procedures and, in particular report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.
• Adhere to policies including escalation and compliance requirements and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.

Governance

• Assesses the effectiveness of the Group’s arrangements to deliver effective governance, oversight, and controls in the business and, if necessary, oversee changes in these areas
• Maintains awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Delivers ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.

Key stakeholders

• Closely liaises with internal technology and operations teams to define common standards to adopt in managing the operational relationship with clients, under the auspices of the overall client management model
• Works closely with Sales and Product Management to define client requirements and prioritise accordingly

Our Ideal Candidate

• A Bachelor’s degree or higher qualification in Finance, Business Administration, Economics, or related disciplines is essential, demonstrating a strong academic foundation.
• Minimum of five years’ substantial experience in Securities Services, ideally with exposure to Custody, Clearing, Fund Services, or Money Markets, showing comprehensive industry knowledge.
• Demonstrated excellent communication skills with the ability to convey complex information clearly and persuasively, both in writing and verbally, tailored to diverse client needs.
• A proactive, solution-oriented mindset with strong analytical and problem-solving skills, particularly adept in Money Markets and Prime Services, allowing for informed decision-making and risk assessment.
• Ability to work collaboratively across multifunctional teams, demonstrating adaptability in a dynamic, fast-paced environment while managing ambiguity effectively.
• Fluency in English (both written and verbal) is required, enabling effective communication with global stakeholders and clients.
• Commitment to delivering superior client service and upholding Standard Chartered’s ethical standards and values.

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 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

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-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days).
• 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.