Manager, Client Services

Strategy

• Works with the BAM team to manage existing/strategic clients to maximize client satisfaction and long term contribution to the bottom line Champion client incident management by ensuring timely rectification and escalation where required. Ensure root cause analysis is completed and preventative measures are implemented effectively. Service level reviews conducted in a planned manner with appropriate engagement from internal stakeholders (i.e. key BAM and/or SSO participation if needed)

• Identify opportunities for service improvement based on useful metrics and demonstrate results

• As an internal voice of client, work together with BAMs, Operations, Technology, and other key internal stakeholders to solve client issues timely with no/minimal escalation and identify opportunities to improve overall service for the client.

• Focus on digitization by looking at the possibility of STP through client interactions based on useful metrics and demonstrate results.

• Proactive client engagement and regular "pulse checks" for premier clients through due diligence visits, service reviews, proactive communication of market news, deeper understanding of clients' need end-to-end, questionnaires completion, RFP, etc.

Business

• Work Closely with stakeholders like, Operations team, Compliance, Implementation, Product and Operations to ensure comprehensive and timely reporting of market information to client through Service Reviews

• Build a rapport within competition in the Securities Services world to ensure that we are hand on with respect to changes in the regulations and their larger impact.

• Work together with BAM and Sales to ensure that SCB leads the way in the Global Custodian Survey

• Leveraging on metrics and client insights to understand client's needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage, up-selling and cross-selling etc.

Processes

• Ensure incidents are managed and resolved in a timely manner. Actively engage with internal stakeholders and support functions to overcome obstacles in resolution of incidents while providing timely updates to client and internally on progress made.

• Maximize the GEMS work tool to gain efficiency in directing and resolving client queries along with incident escalation protocol.

• Use GEMS incident user interface to ensure client complains are logged timely and accurately for auto-system escalation communications to the appropriate senior management levels responsible to ensure full resolution of client issues and regularly update client on progress if the issue is taking longer than expected.

• Maintain a professional and positive SCB image through all interactions with clients.

• Continually identify opportunities to improve client efficiency and performance, through e.g. optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities.

• Assist in implementation of service and efficiency improvement initiatives in Securities Services and facilitate transfer of best practice.

People & Talent

• Encourage and foster a highly collaborative and supportive working environment where staff at all levels put the best interest of clients at the center of everything the team does.

• Effective performance management of all staff to ensure rewards are merit based and results driven.

• Execute team operating standards set out by the Country Head of Client Services as independent quality assurance within the team to ensure highest standards of service execution and related client communication.

• Providing regular individual and team feedbacks for ensuring high level of motivation and sharing of knowledge.

Risk Management

• Full awareness of the Bank's risk management approach through 1st, 2nd, 3rd line of defense

• Thematic analysis and review of client issues and complains in order to identify root causes and remediation actions.

• Comply with Operational Risk Framework set out for Client Service including but not limited to client identification, complaints and enquiry handling.

• Adhere to policies including escalation and compliance requirements and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.

• Ensure that all incidents and client complaints are captured in GEMS and followed-up for closure

Governance

• No exception to completing mandatory trainings timely.

• Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.

• Uphold highest level of code of conduct to ensure full compliance with regulations, policies, and procedures.

• Embed the Group's values on code of conduct, into the team, ensuring adherence with highest standards of ethics and compliance with relevant policies, procedures and regulations become a part of the culture.

Key stakeholders

Internal

• Securities Services Business

• Securities Service Global counterparts

• Securities Services Product

• Compliance and Legal

• COBAM and relationship managers

• SS Operations

External

• Peer Custodians

• Clients

Other Responsibilities

• To deliver the right level of client service and advice to Securities Services clients in all interactions for their transactional enquiries complains, and other service-related issues based on the client tiering model.

• Champion client incident management by ensuring timely rectification and escalation where required. Ensure root cause analysis is completed and preventative measures are implemented effectively.

• Maximize the GEMS work tool to gain efficiency in directing and resolving client queries along with incident escalation protocol.

• Perform Ad-Hoc responsibilities as when assigned by the senior management of the department.

• Ensure timely completion of Due Diligence questionnaires and assist in organising due diligence visits as and when required.

Skills and Experience

NA

EDUCATION Graduate / Post – Graduate through recognize university.
CERTIFICATIONS NISM – VI, VII
LANGUAGES English

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

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.