Global Client Service Manager

This job is with Standard Chartered Bank, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Job Summary

• Standard Chartered support client business across Asia, Middle East and Africa providing Cash Management and Trade services incorporating ecosystem, Agile solutions, and API capabilities.
• The Client Service Manager is responsible for managing client relationship for multi-market complex International Corporate clients. The segments include Industrial Services & Transportation, Energy Natural Resources, Technology Media & Telecom, Consumer Retail Healthcare, Public Sector Development Organization and Commodity Trade & Agriculture.
• The Client Service Manager's primary responsibility is complete ownership and accountability for the service delivery relationship across our Global Corporate and some Financial Institution client segments. The candidate will work independently as an individual contributor to represent the bank and act as an advocate for the assigned client portfolio. Understanding clients' business and forming a partnership that effectively ties our clients to SC and drives SC market reputation and business growth.

Key Responsibilities
Strategy

• Collaborates with Sales and Relationship partners through RFP / RFI process as Service Specialist

Business

• Support the business by developing strong client relationships throughout the implementation cycle and help to identify additional cross sell opportunities

Processes / Requirements

• Trusted advisor of the client to develop the relationship for both current and future needs
• Develop client relationship to improve current internal/external processes creating efficiencies e.g. manual to electronic
• Project manager of key client change initiatives (with client or within SCB); chair calls, manage plans and roadmaps
• Responsible for revenue realization, retention, and growth
• Revenue tracking and monitoring through reports
• Recognizing cross sell opportunities
• Active engagement to incorporate key stakeholders for incremental product offering
• Perform country 'deep dives'. Understand market environment and current activity to; improve existing business, add on to what we have, utilise market changes for the advantage of the client and SCB
• Work on a Digital and Innovation agenda with the client
• Maintain an in-depth understanding of the clients' business model
• Have full understanding of how the client operating model sets up e.g. GTC, RTC, SSC, IHB, Payment hubs, centralized functions, Local footprint coverage
• Maintain Client intelligence; account structures, IODs, Liquidity, Products, S2B / H2H profiles, volume data
• Understand the Client's technical operating environment; ERPs, connectivity, security, file formats
• Support the view of change; regulatory, market, product. Understand impact and communicate requirements e.g. Regulatory, Mandatory, Product, Channel and regular technology releases
• Senior point of escalation including high severity incidents; critical payments (payroll / tax) or critical flows
• Be the client advocate to ensure all issues are addressed globally using project management approach with running Action Item
• Performs regular Account Reviews; total view of all client activity - SCB and client projects
• Manage regular 'front to back' reviews with internal client facing business partners; RMs, GTS, Implementation, Service groups and Operations

People & Talent

• Adopts a data driven culture
• Demonstrates willingness to learn process improvement skills, technical competencies, effective communication
• Actively participates in continuous learning and development
• Demonstrates willingness to be brave and speak out

Governance & Risk Management

• Complies with data management framework for Service system
• Responsible for data security when communicating with clients
• Adherence to all local regulatory, legal and compliance requirements
• Adherence to all bank's policy and standards, including eLearning courses for direct reports (where applicable)
• Properly execute Service governance controls
• Proactive risk management; includes delivery + operational risks

Regulatory & Business Conduct

• 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 [Americas / Transaction Banking unit / Global Implementation 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.
• Serve as a Director of the Board
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association

Key stakeholders
Internal

• Sales teams
• Product teams
• Implementation
• CSG / PSM teams, Country & GSSC Hubs
• Operational teams (IMO, GBS, etc.)
• Technology delivery teams (PSS teams)
• Channel teams

Skills And Experience

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

Qualifications

• 8-10 years of Financial Services Industry experience or Similar work experience.
• First degree (masters preferred)
• Excellent communication to manage discussions at all levels
• Language proficiency (English, German)
• 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

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), 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.