TB Client Service Americas Team Manager

Job Description

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role youve 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.The Role ResponsibilitiesThe TB Client Service Americas Team Manager is responsible for proactive, effective leadership of Client Service Account Managers who report to him/her whether directly or indirectly.The TB Client Service Americas Team Manager is accountable for ensuring the team is effectively managing the relationship health of the client portfolio his/her team is responsible for and delivering the highest quality client service standards.The TB Client Service Americas Team Manager is fully accountable for the client delivery outcomes and the team s overall performance within his/her remit.PurposeBuild a high performing local team of TB Client Service Account Managers to drive exceptional client service satisfaction and successful delivery of the bank s client servicing proposition.Develop and implement best practices to drive positive client experience and proactively lead operational efficiency efforts and process improvementsStrategyEstablish understanding of the CCIB and TB business strategy and leadership expectations, ensure client servicing standards are met or exceededBusinessAct as the point of escalation for critical client issues, mitigating unnecessary TB Sales/RM involvement wherever possible. Exercise appropriate judgement on escalation items and engage the relevant internal stakeholders resolve locally or escalate centrally for thematic, organisational issues beyond the scope of country resolution.Ensure thematic country client issues are appropriately captured and are raised to the relevant client experience forums or escalated to the regional Client Service Forum for effective resolution.Ensure appropriate team capacity management to align with business and portfolio changes, engage with the TB Europe and Americas Head of Service to address any resourcing gaps / challengesManagement of any relevant ad hoc projects and strategic initiatives requiring TB Client Service Americas Team Manager supportProcessesProactively drive client servicing effectiveness by:Conducting regular team meetings to discuss key client issues and ensure these are tracked to completionMaintain the regional client service issue log for tracking and remediation, proactively drive local issue resolution and escalate to relevant Client Service Forums, as requiredLead service improvement discussions with Coverage/Sales, Product and Functional partner leadership teamsProactively deepen local Functional Partner relationships to build strong collaboration and alignmentCollaborate with the Client Service Forum/Working Group on a regular basis (participating in global engagement calls) to review issue logs/ensure priority issues/escalations are being addressed and provide ongoing feedback on challenges, successes and best practicesEffectively support key Client Service Manager initiatives/ad-hoc projects (as identified) to drive positive client experienceShare and replicate best practises with other TB Client Service Managers in other regions.Drive TB Client Service Managers discipline in logging client complaints in accordance with the Bank s Complaints Policy and ensure the team fully understand their obligation to capture client complaints in the designated system and follow through to resolution.Ensure TB Client Service Manager client system tagging, and job code capture are maintained in a timely and accurate manner, proactively review on an ongoing basis.Review relevant client service insights through available reports in GEMs to identify trends in servicing gaps and take proactive steps to address root cause issuesEnsure service review discussions are captured via call reportsPeople and TalentBuild and effectively lead the team to deliver exceptional client service execution by:Attracting, retaining and developing strong TB Client Service Manager talent, up-tiering as requiredEnsure all hiring decisions are aligned with the capabilities of the TB Client Service Team Manager role profile and job description.Ensuring TB Client Service Managers are clear on their roles/performance expectationsEffectively managing the P3 process ensuring high performance is recognised and rewarded and under performance is appropriately addressedRegularly engaging in coaching conversations with CSMs, providing timely, clear and actionable feedbackEnsure all role mandatory learning is undertaken in accordance with the bank s policyEmbedding CSM dashboards / scorecards successfully and ensure TB Client Service Managers fully understand the metrics and impact.Where relevant, identify succession plans for the TB Client Service Manager Team Lead roleDrive improved ways of working across coverage, product and functional partners, leveraging relevant meetings/forums (existing or newly introduced) to achieve stronger cross-functional collaborationGovernanceResponsible for assessing the effectiveness of the Group s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areasAwareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.Responsible for delivering effective governance ; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.Risk ManagementProvide appropriate guidance to TB Client Service Managers to ensure portfolio hygiene, Risk Management and Group Values and Code of Conduct standards are being maintained/adhered toEnsure all TB Client Service Managers are appropriately Risk trained/certified as stipulated in the relevant Bank policiesIdentify, escalate, mitigate and resolve any risk, conduct and compliance issues within the remit of the TB Client Service Manager Head responsibilitiesMaintain close and proactive oversight on roles and responsibilities governance, where exceptions exist, highlight to CSM COE and ensure these are documented.Regulatory & Business conductDisplay 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 TB Client Service 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.Adhere to local regulator [PRA/FCA] prescribed responsibilities and Rationale for allocation.Key StakeholdersInternal:TB SalesTB COOTB ProductGAM / FAM / RAM/ARMsProduct PartnersKey functional partners i.e. IMO, Credit, MDU, Legal, Compliance, Product Ops (Trade, Cash, FMO etc), Finance, MarketingFunction Support teams (Risk, Compliance, Legal)Region / Country Leadership teamExternalClientsOur Ideal CandidateBachelor s degree in Banking or Finance preferred.Ideally 15+ years experience in banking or other relevant environmentRisk & AML certified as stipulated by Bank policy for Client Manager Head roleLanguages: English and/or local language skills as relevant to country requirementsRole Requirements :-15 years relevant banking experienceComprehensive Cash management products knowledge such as (FX, Payments, Liquidity mgmt., fiduciary services)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.Experience to lead and coach the team to provide proactive service with support and input from Regional/Local CSAMsStrong 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 lead and drive the team to contribute effectively to proactive service initiatives locally such as Client Service Plans in a coordinated fashion with RMs and Global Account Managers,

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