Job description

Job Summary

•    The Client Service Manager is responsible for ensuring that they meet their objectives, which includes but is not limited to effective post trade query resolution, client relationship management and maintaining high service standards for custody clients.

•    The role’s principal responsibility is to actively manage and maintain a strong level of satisfaction among the most important clients within Securities Services. The client base includes some of the largest global financial institutions which have extremely exacting standards and expect global best levels of client service.  The jobholder’s responsibility is to understand these requirements and ensure they are delivered consistently to a high standard.  The Candidate will also interact strongly with other Business Account Manager’s (BAMs) globally and regionally to exchange ideas and maintain uniformity across regions.  

•    The role requires an in-depth understanding of each client’s business model, based on sound industry experience coupled with analysis of the client’s individual needs.  Collaboration and co-operation are hallmarks of success as the jobholder often needs to bring together multiple internal parties such as regional and country heads of SS, Operations, Product Management, Financial Institutions, as well as external entities, to find innovative solutions to complex, often multi-market requirements.  

•    Success factors will include client satisfaction which is a key factor in retaining & expanding existing SS relationships.

High Level Objectives
•    To deliver the right level of client service and advice to Financing, Securities Services clients in all interactions for their Post Trade transactional enquiries, complaints, 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.
•    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 Questionnaires and Visit and Service Review Meetings. Prepares MIS and KPI reporting for Client reviews. Delivers timely Call Reports post Client visits.
•    Plays a co-ordination role where communication with local regulators and market players for the market issues may impact clients
•    Plays a co-ordination role for account opening, closing and general account maintenance
•    Build trusted partnerships with clients at the daily transactional / operational level

Strategy
•    Works closely across the bank to ensure best in class & quality services are being provided to the Banks clients.
•    Ensures consistent levels of service are provided to clients.
•    Thorough understanding of clients and ability to deliver in challenging situations.
•    Build strong relationship and trust with clients. 
•    Client retention focused. 
•    To deliver the right level of client service and guidance to Financing, Securities Services clients in all interactions for their Post Trade transactional enquiries complaints, and other service-related issues based on the client tiering model. Delivering Service excellence to all clients across all products, whilst remaining risk aware with execution.

Business
•    Identifies opportunities for growth from existing business and for referrals 
•    Adds value to client relationships by developing MI, enabling clients to enhance their own efficiency and interaction with SCB with self-help tools.
•    Responsible for serving as primary contact person for clients and internal staff for advice, client enquiries, complaints and any other service issues. Correct channels to be followed with client complaint handling.
•    Perform end of day mailbox review and management & reporting.
•    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.
•    Identify opportunities for service improvement based on useful metrics and demonstrate results.
•    Co-ordinates & Trains Clients on S2B Channels. Setting up of client training sessions and co-ordinating with Implementation team where needed
•    Client SLM ownership and co-ordination of regular updates with operations who own the content. Ensure SLM’s are kept up to date in a three-year cycle
•    Monthly internal Management Reporting of monthly query stats, client complaints, market updates.

Processes
•    Ensure the provision of the highest standards of client service in response to client enquiries and complaints 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 Client Service Cluster Team Leader 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 complaints 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, 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
•    Maintains awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role

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.
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

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 ensure seamless integration of clients post onboarding.
•    Facilitates client meetings with clients.
•    Will also have an instrumental role in ensuring positive and effective co-ordination and timely communication with internal business and support functions such as FI Coverage, Risk Mgt, Compliance, Legal, Finance, Communications as well as the in-country senior management team.

Other Responsibilities
•    Embed Here for good and Group’s brand and values in UAE, Client Solutions; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

•    Capital Market Industry Knowledge 
•    Securities Services Product 
•    Securities Services Process 
•    Client Services Skill 
•    Communication Skill 
•    Presentation Skill 

•    Bachelor’s degree or above
•    Good communication skills
•    Minimum 2-3 years client services experience in Securities Services with proficient product / process knowledge within securities services
•    Organised with attention to detail
•    Client focused and willing to go beyond expectations
•    Ability to articulate well with all people at different levels
•    Good analytical skills
•    Ability to inspire trust and confidence in clients creating credibility
•    Effective interpersonal and communication (including questioning) skills

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.

Preferred candidate

Nationality

United Arab Emirates