Sr Client Service Manager

Job Summary

This role is to assist assigned RMs to achieve financial targets by providing strong support to them and to provide excellent customer service to private banking clients. It also involves actively participating in the prevention of money laundering and fraud by strict adherence and close diligence to the Bank’s policies and procedures and the regulations.

Key Responsibilities

Strategy

• To help expand the private banking business by supporting RMs whilst maintaining effective oversight of the costs, risks, and the control environment
• Drive profitable growth by servicing long-term relationships with HNW clients
  
  

Business

• Provide professional, accurate and timely support to Relationship Managers
• Handling of Relationship Manager’s Client calls and dealing with Clients in a professional manner
• Produce high quality correspondence to clients and resolve client enquiries
  
  

Processes

• Adhere and be diligent to the Bank’s policies and procedures and the regulations as part of the Bank’s fight against money laundering and fraud
• Work with RMs to aid them in account opening and submitting documentation to the middle office
• Assist with the preparation of Client Due Diligence (CDD) reviews. Preparing them to be submitted a minimum of 30 days prior to the due date and follow up of issues raised as required by RM.
• Liaising with other SCB entities to open and manage accounts booked in other Bank Centres
• Proactively respond to client and RM investigations by phone, fax or e-mail
• To provide an accurate account of all clients contact in the Bank’s systems’ Client Contact reports
• Provide assistance with booking Investment business trips
  
  

Risk Management

• Timely completion of credit applications
• Constantly challenge processes and procedures with a view to streamlining and simplifying, to reduce waste and improve service offered to internal and external clients
• Promptly handle Client complaints, including resolution with service levels and accurate input onto the Complaints Database
• Ownership of taking Client’s transactional requests, ensuring they are booked in the Bank’s system, with all necessary documents and checks completed
• Actively keep up to date with existing and new SCB Private Bank products and attend all in house training
  
  

Governance

• Act as TL delegate
• Work with RMs to aid them in account opening and submitting documentation to the middle office
• Assist with the preparation of Client Due Diligence (CDD) reviews.
• Timely completion of credit applications
  
  

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

• External clients
• Relationship Managers
• Client Service Officers
• Compliance
• Operations
• Risk
• Client onboarding Team
  
  

Other Responsibilities

• Embed Here for good and the Group’s brand and values.
• Actively work with respective stakeholders to review current process gaps and address them as a team
• Need to actively mentor and train junior members of the CSM team
  
  

Skills And Experience

• Product and Process
• Risk Based Approach
• Market and counterparties
• IT and systems
• Laws and regulations
• Policies, procedures, and relevant workflows
• Communication and presentation
• Credit, Liquidity, Market Risk
  
  

Qualifications

• Years of Private Banking experience, preferably in a Client Service role
• Solid knowledge of banking practices and associated regulatory requirements
• Strong verbal and written communication skills
• Willingness to speak/correspond to clients on a daily basis
• Works well within a team of RMs and Client Service Officers
• Eagerness to help others within the Client Service team
• Ability to work with support functions such as Compliance, Client onboarding Team, Business Risk Management and Operations and focus on working as one bank rather than individual units
  
  

About Standard Chartered

Were an international bank, nimble enough to act, big enough for impact. For more than 170 years, weve 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 youre 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 cant 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, youll 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.

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