Client Service Project Manager(Contract till Jun 2026)

Executive / Personal Assistant / Customer Service • Contract / Project Based • Central And Western District, Hong Kong, HK • 11h ago

RESPONSIBILITIES

Develop service models for the client group with all key stakeholders
Implement the client specific service proposition (at global, regional, country level) ensuring that all parties are clear on client requirements and expectations
The Global / Regional service manager will lead the virtual client service teams to ensure consistent & coordinated service experience for our clients across the network
The Global / Regional service manager will also act as an escalation point for thematic service issues across client network and drive resolution of the issue in collaboration with the Operations & Service Teams in Countries
Proactive client engagement through:
Service Reviews / Due Diligence as agreed with clients; identification and closure of gaps between clients’ needs and service delivery
Review and tracking of service performance through client experience dashboard to improve service levels, identify service gaps, recognize clients changing needs and requirements.
Regular conversations with relevant stakeholders (TB Sales Team, Product Team, TTO) to deepen understanding of clients’ Business and service requirements.
Support tracking of revenues and identify opportunities for new products to the benefit of the client.
Active engagement in on-going service initiatives, projects, client surveys

RISK AND COMPLIANCE:

Be aware of / fully compliant with the TB operational risk and governance framework
Facilitate regular discussions on risk awareness, operation and risk control improvements, lessons learnt from incidents and identify best practices to strengthen teams’ operational risk awareness and knowledge
Uphold good conduct – ensure full compliance with regulations, policies, and procedures. Prevent data leakages, regulatory breaches caused by lack of knowledge and knowledge

BUSINESS

Support the business by developing strong client relationships throughout the implementation cycle and help to identify additional cross sell opportunities

PROCESSES

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.
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.

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.
Adhere to local regulator [PRA/FCA] prescribed responsibilities and Rationale for allocation.

Key Stakeholders
Internal:

TB Sales
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

External

Clients

Qualification

Bachelor’s degree in Banking or Finance preferred.
Ideally 15+ years’ experience in banking or other relevant environment
Client Service and Cash Product experience will be advantageous
Risk & AML certified as stipulated by the Bank policy for the respective role
English and/or local language skills as relevant

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
Business - Business Partnering

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.

www.sc.com/careers

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