Regional Head Cash Client Service

Job Description

About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East. To us, good performance is about much more than turning a profit. Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good. Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.The Role Responsibilities

• Responsible for delivering high quality Client Service to all CCIB clients in Singapore and ASEAN
• Ensure delivery of Service meets established parameters Client SLAs, Operational Targets
• Lead robust partnership with Cash Product and Sales Teams, TB Account Managers and other front office functions to ensure that relationship and transactional servicing needs of Clients are holistically met
• Ensure that systems capabilities, infrastructure and processes are adequately provisioned to meet day to day requirements. Work with Global Head of Cash Client Service and Technology partners to address gaps as applicable.
• Proactively gather Client Feedback and channel the feedback to support strategy and organization priorities
• Support the Global Process Owner for Client Service Processes to review and optimize processes to enhance Client Experience, improve productivity, reduce risk and improve controls
• Lead specific initiatives to meet efficiency and service experience goals and targets
• Manage adherence to policies including escalation and compliance requirements. Monitor and regularly review the procedures and controls to ensure they reflect changes in process, products, polices and regulations.
• Ensure that client escalations and complaints are appropriately managed and promptly dealt with

Strategy, Service Delivery & Change Management

• Ensure the provision of the highest standard of Client Service
• Track service performance indicators and ensure that performance targets are always met ; work with regional/country heads to institute remedial actions where needed
• Ensure that client escalations and complaints are effectively and promptly managed. Actively engage with the relevant stakeholders as needed to minimise client impact and overcome blockages in resolution of incidents.
• Establish partnerships with Cash Operations, Technology PSS and other teams to facilitate rapid resolution of client queries and problems
• Measure and drive an improvement in client satisfaction levels across various products, service tiers in partnership with internal stakeholders
• Maintain pulse check of the top issues impacting clients and ensure a continuous feedback and improvement process via a robust root cause analysis process is in place within the country.
• Manage the delivery of the Service efficiency and improvement targets.
• Drive a strong service culture within the teams
• Deliver identified Service process improvements to meet efficiency goals and improve client experience.

Governance & Risk Management

• Review and ensure presence of a strong robust control environment for all Client Service processes in respective countries/regions.
• Ensure timely closure of audit action items tagged to the team
• Act quickly and decisively when any risk and control weakness become apparent and ensure they are addressed within an appropriate timeframe and escalated through the relevant committees in line with the banks policies
• Partner with the relevant Product Owners to ensure the Client Service teams are performing to an acceptable risk and control standard as per the defined Client Journey Sustainability framework
• Synergize with Risk teams to develop, design and implement control measures and monitoring plans for compliance and operational risk management
• Ensure that material risks that are brought to stakeholders attention which affect business processes and critical systems and projects are monitored, managed (to minimise loss and risk), and escalated accordingly

Business Continuity Management

• Implement Business Continuity Management ( BCM ) plan across the business, to facilitate continuity of critical business operations in the event of significant business interruption.
• Support business impact assessment and business management plan across the business.

People and Talent

• Lead and support mindset change, building a culture of client centricity, agility, and accountability through standardised metrics and measurement, with the expectation that everyone in Client Service Team are drivers and owners of client outcomes
• Role model and build the appropriate culture and values. Sets appropriate tone and expectations for the team and work in collaboration with risk and control partners
• Employ, engage and retain high quality people such that the team is skilled and experienced to deliver its obligations. Ensure succession planning for critical roles
• Drive training and development, ensure that direct reports are suitably skilled and qualified for their roles and that they have effective supervision in place to mitigate any risks
• Review team structure and capacity plans in accordance with change in business structure and demand.

Regulatory & Business conduct

• Role model exemplary conduct and live by the Group s Values and Code of Conduct
• Ensure compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements. This includes compliance with local banking laws and anti-money laundering regulations and guidelines
• Embody 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
• Oversee the effective communication and implementation of regulatory changes through Business Risk Managers
• Engage with local regulatory stakeholders and build trusted and valued relationships to drive outcomes that are satisfactory to the conduct of business in that relevant hub.

Key Stakeholders

• TB Cash COO MT
• Cash Strategic Pillar Leads
• TB/Cash Country and Regional heads Singapore & ASEAN
• TB Sales & CCIB Coverage Heads Singapore & ASEAN
• Relationship Managers/ GAMs (for Premier Clients)
• TB Account Managers
• Regional Channels Head
• Regional Head of IMO
• Cash and Channels Technology Heads

Other Responsibilities

• Leverage the opportunity provided by Corporate Social Responsibility to enhance the Group s internal and external reputation and indirectly influence the bottom line.
• Promote the Group s brand and Here for good with employees, clients and regulators.
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
• Maintain effective communication with key stakeholders, including regulators and staff.

Our Ideal Candidate

• 10 years experience in Corporate & Institutional Banking with focus on Cash Management and/or related functions
• Deep understanding of Payments, Collections, Liquidity and other Cash Management Products.
• Demonstrated Experience in leading Client Service Teams relating to Cash Management
• Ability to create effective working relationships across functions to help resolve service issues
• Ability to help develop and deploy continuous improvements to the Service Model.
• Very strong oral and written communication skills
• University Degree preferred

Apply now to join the Bank for those with big career ambitions. To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.,

Keyskills :
salesmarketingbusiness developmentretailcustomer relationsroot cause analysisoperational risk managementbusiness continuity managementcorporate social responsibilityroot causebanking lawfront officemusic making