Client Service Manager, PVB (EAM Market)

Key ResponsibilitiesStrategy

• Client Services: Client Service Managers (CSM) to deliver consistent and high-quality service to Private Banking clients.
• Facilitate a smooth working relationship of Front Office teams with support functions.
• Business Controls: To comply with all applicable money laundering prevention procedures and highlight suspicious activities/behaviour of clients and staff e.g., account irregularities and alert TL/CA of the suspicious transactions on a timely basis.
• Fully compliant with regulations and Group policies and guidelines, and be able to highlight, mitigate and protect the bank against credit, legal, documentation, repetition and other risks; to conduct business at all times in a compliance-conscious manner and alert to the potential risks of money laundering and other undesirable transactions/activity during and after client on-boarding process.

Business

• Work with relevant teams to enhance the control environment within the Front Office.

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Processes

• Provide comprehensive client support services to TL / RMs in executing a broad range of banking and investment transactions for Private Banking clients.
• Provide concise and relevant information flow and execute all client transactional and administrative needs accurately and on a timely basis (information flow and client requests might include but not be limited to exchange rate requests, referral letters).
• Handle and resolve day-to-day queries from clients on transactional activity, operations, systems, account re-balancing processes etc.
• Support TL/RMs to complete sales documentation and related processes (e.g. client profiling / KYC diligence) and input such information together with deal information into data capture and / or transaction processing systems.
• Assist TL/RMs in preparing Business Credit Application, financial review documentation and other customer correspondence as and when required.
• Support TL/RMs in attending to and follow-up on customer service issues with clients and internal departments, and in all cases report and escalate customer complaints to management in accordance with established procedures. Failure to report and escalate complaints will result in disciplinary action.
• Handle and ensure clients’ documents and reporting comply with internal process standards.
• Ensure full awareness of and adherence to the policy and procedures e.g. credit policy and operation procedures.

People and Talent

• Lead through example and build the appropriate culture and values.
• Regularly help CSM Team Leader to review team structure/capacity plans, including RM:CSM ratios and individual RM:CSM pairings.
• Develop professional skills of one self, including training, license registrations, and deepening of “knowledge spikes” on specific topics by the CSM Team Leaders.

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Risk Management

• Responsibility for identifying, assessing, monitoring, controlling and mitigating risks that may be posed by activities conducted by the RMs. Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them.

Regulatory and 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 Local Client Services 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.

Key stakeholders

• Market Heads, Relationship Managers and Team Leaders
• Other PvB COO teams, including Controls and Supervision, Client Acceptance and Review, Operational Risk
• Support functions serving PvB, including Compliance, Legal, Operational Risk
• Operations back-office serving PvB
• Technology teams serving PvB

Other Responsibilities

• Embed here for good and the Group’s brand and values in Private Banking.
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Our Ideal Candidate

• RNF license required, i.e. obtained both CACS Paper 1 and 2 certifications.

Role Specific Technical Competencies

• Knowledge of Financial Products and Services

• Years of Experience

• Qualification

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 offerIn 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.

Recruitment Assessments

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