Associate Director, Client Service Manager

Associate Director, Client Service Manager Join to apply for the Associate Director, Client Service Manager role at Standard Chartered Job Summary The role’s principal responsibility is to actively manage and maintain a strong level of satisfaction among the most important clients within Financing & Securities Services (FSS) globally. 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 job holder’s responsibility is to understand these requirements and ensure they are delivered consistently to a high standard. He/she will also interact strongly with other Business Account Managers (BAMs) 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 FSS, Operations, Product Management, Financial Institutions, as well as external entities, to find innovative solutions to complex, often multi‑market requirements. In so doing he/she is expected to maintain the right balance between effective cost management and sometimes bespoke solutions. Success factors will include hard targets for retention of existing revenue. Client satisfaction is a key factor in expanding existing FSS relationships and maintaining a strong pipeline of potential new business from existing clients. The role is also responsible for the client relationship throughout the implementation process and will act as the single point of contact for the client during the implementation phase. He/she will participate in meetings with the client and define the solution design. Responsibilities Manage the most important FSS clients residing in‑country. Independently implement local client accounts and collaborate with global implementation teams on complex multi‑market client accounts. Contribute to and implement the global client management strategy for FSS clients. Manage existing clients to maximise their satisfaction and long‑term contribution to the bottom line, ensuring upward trend of client satisfaction. Retain existing business and create opportunities for new business referrals while working alongside Sales. Be a trusted advisor to the client based on current and future needs to continue developing the client relationship. Act as the country escalation point for client issues and requests. Other Responsibilities Embed Group brand and values in Hong Kong Financing & Securities Services Client Solutions. Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures. Qualifications Bachelor’s degree or above. Minimum of 10 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. Can lead a small team of Client Service Managers with excellent team leadership and people management skills. Fluent in English, Chinese (Mandarin and Cantonese). 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. If you’re looking for a career with purpose and a desire to make a difference, we want to hear from you. 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 Competitive salary and benefits in line with our Fair Pay Charter. 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 sum to 30 days minimum. Flexible working options based around home and office locations. Proactive wellbeing support through Unmind, development courses for resilience, global Employee Assistance Programme, sick leave, mental health first‑aiders and 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. An inclusive, values‑driven organisation where everyone feels respected and can realise their full potential. #J-18808-Ljbffr