Job Summary
· The Regional Head, TB Cash Client Service, ASEAN is accountable for the client delivery outcomes and the team’s overall performance within his/her remit.
· Responsible for delivering high quality Client Service to all clients in the region, providing a differentiated experience for top tier clients and ensuring a solid experience for clients
· Set and drive regional strategy to deliver against these objectives.
· Ensure adherence to group strategy taking into account regional nuances
· Responsible for the Solution Activation (SAT) process as it relates to S2B. This will be across all client segments and product, inclusive of both new to bank and existing to bank clients.
· Set strategy to ensures that the team can acts as the single point of contact for multimarket onboarding onto S2B (three or more countries). Drive process changes required to reduce time to revenue working with DCDA, Compliance, Risk and Implementation.
· Understand the intricacies of the S2B maintenance process from an originating market perspective with the aim of driving process improvement.
· Lead collaborative partnership across the Bank by working closely with Sales, Implementation, DCDA, Operations, Product and other internal Service Partners to ensure consistent and seamless client service execution.
Key Responsibilities
· Build a high performing team 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 improvements.
· Lead and support mindset change, building a culture of client centricity, agility, and accountability through standardised metrics and measurement.
· Track service performance and ensure performance targets are always met; work with Country Heads / Team Leads to define action plan where needed.
· Ensure that systems capabilities, infrastructure and processes are adequately provisioned to meet day to day requirements. Work with relevant internal partners to address gaps as applicable.
· Maintain pulse checks on thematic issues impacting clients and ensure these are funnelled to the Global Head, TB Cash Client Service / Client Service COE team to help define strategic action plans.
· Support the Global Process Owner in reviewing Client Service-related processes ensuring it drives positive client experience, improve productivity, reduce risk and improve controls
· Manage adherence to policies including escalation and compliance requirements. Monitor and regularly review procedures and controls to ensure they reflect changes in process, products, polices and regulations.
· Drive efficiencies and synergies between countries, regions, and hubs, through close communication, consistency of standards, and fine-tuning of processes & overall target operating model (TOM)
· Optimise ‘speed to market’ for all S2B processes with the aim to improve client experience, reduce ‘time to revenue’ without impact on control standards across the region
· Deliver excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate
· Leverage MIS available to monitor and drive overall performance of onboarding events
· Educate clients and the internal stakeholders on the Client Service and S2B process
Strategy
· Establish understanding of the CCIB and TB Cash business strategy and leadership expectations, ensure client servicing standards are met or exceeded.
· Drive automation as it relates to both Client Service and SAT processes – this includes generation of ideas, participation in testing and driving client adoption
Business
· Ensure thematic country client issues are appropriately captured and are raised to the relevant client experience for effective resolution.
· Ensure appropriate team capacity management to align with business and portfolio changes, engage with the Global Head, TB Cash Client Service to address any resourcing challenges
· Deliver service process improvements to meet efficiency goals and drive business growth through improved client experience.
· Management of any relevant ad hoc projects and strategic initiatives requiring support
· Ensure a clear and uniform approach towards implementation of the global operating model for all
· Client Service and SAT processes.
· Coordinate across the network to facilitate the delivery of the service and SAT processes for our clients. and deliver overall success of multi-market onboarding target operating model
· Work with other Regional Service Leads to orchestrate the client experience in the originating market ensuring co-ordinate across all regions and a seamless client experience.
· Provide regular status updates to the regional client and internal stakeholders as needed
Processes
Client Service
Proactively drive client servicing effectiveness by:
· Conducting regular team meetings to discuss key client issues and ensure these are tracked to completion
· Maintain the regional client service issue log for tracking and remediation, proactively drive local issue resolution and escalate to relevant Client Service Forums, as required
· Lead service improvement discussions and deepen partnership with Coverage/Sales, Product and Functional partner leadership teams
· Collaborate 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 practices
· Proactively share and replicate best practises with other Regional Heads.
· Drive 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.
· Manage day-to-day running of the E2E service teams including the adherence to KPIs for the function
· Review relevant client service insights through available reports in GEMs / service related dashboards to identify trends in servicing gaps and take proactive steps to address root cause issues
· Ensure service review discussions are appropriately captured and well documented.
SAT
· Manage the end-to-end orchestration across all processes and services managed by SAT
· Ensure effective client engagement throughout process, ensuring seamless delivery and client experience
· Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases.
· Adheres to first-time-right principles
· Provide insight and suggestions to improving processes, identifying opportunities to streamline and automate. Looks at ways to promote standard work and best practices.
· Manage the delivery of excellent service and advice to our CCIB and BB clients in all interactions for their Straight2Bank channel activation pre-transactional enquiries/setup, training, and other channel related issues
· Manage the processing of various channels (Straight2Bank) and related products and services setup requests for CCIB and BB clients; including internal setups e.g. for Client Access, Transaction Banking (TB) implementation testing setups, various internal operations unit’s setups relevant to channels activation
· Conduct checks on activities, documentation, and output (by other specialists or makers) within the account opening and channels activation processes as applicable
· Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations
· Management of offshore teams associated with the process to ensure a seam
People & Talent
Build and effectively lead the team to deliver exceptional client service execution by:
· Attracting, retaining and developing strong Client Service talent, up-tiering as required
· Ensuring all hiring decisions are aligned with the capabilities of the Client Service role profile and job description.
· Ensuring Client Service teams are clear on their roles/performance expectations
· Effectively managing the P3 process ensuring high performance is recognised and rewarded and under performance is appropriately addressed
· Regularly engaging in coaching conversations, providing timely, clear and actionable feedback
· Ensure all role mandatory learning is undertaken in accordance with the bank’s policy
· Where relevant, identify succession plans for the Regional Head role
· Drive improved ways of working across coverage, product and functional partners, leveraging relevant meetings/forums (existing or newly introduced) to achieve stronger cross-functional collaboration
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.
Risk Management
· Provide appropriate guidance to the Client Service teams to ensure portfolio hygiene, Risk Management and Group Values and Code of Conduct standards are being maintained/adhered to
· Ensure all Client Service Managers are appropriately Risk trained/certified as stipulated in the relevant Bank policies
· Maintain close and proactive oversight on roles and responsibilities governance, where exceptions exist, highlight to the Client Service COE team and ensure these are documented.
· 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
· 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
Governance
· 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
· Responsible 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 areas
· Awareness 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.
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.
· Lead the region / 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 stakeholders
Internal
· TB Sales
· TB Implementation
· Channels Operations
· DCDA
· TB COO
· TB Product
· GAM / FAM / RAM/ARMs
· Product Partners
· Key functional partners e.g., Technology /PSS, Client Management, Operations (Trade, Cash, FMO etc), Finance, Marketing
· Function Support teams (Risk, Compliance, Legal)
· Region / Country Leadership teams
Other Responsibilities
· Embed Here for good and Group’s brand and values in region
· Promote the Group’s brand and Here for good with employees and clients.
· Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
· Maintain effective communication with key stakeholders, staff and clients.
Our Ideal Candidate
- Bachelor’s degree in Banking or Finance preferred.
- 15+ years’ experience in banking or other relevant environment
- Client Service experience managing clients across multiple segments
- Strong Cash Product and Payments experience
- Risk & AML certified as stipulated by the Bank policy for the respective role
- Extensive and cross border Team Management experience
Role Specific Technical Competencies
· Manage Conduct
· Risk Management and Internal Controls (SIF)
· Manage People
· Business - Strategy and Business Model (SIF)
· Business - Market Knowledge
· Business - Products and Processes
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 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.
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
