Senior Client Service Project Manager

JOB SUMMARY

• We are currently seeking a high calibre professional to join our team as a Client Service Project Manager. The role holder is responsible for planning, executing, and closing projects within an organization. The main goal is to ensure that projects are completed on time, within budget and meet the desired objectives by analyzing all possible flows, valuable testing, details investigation, etc.
• The role is to provide client liaison and partner with Project Manager, Relationship Managers, Sales Management, Product Management, and Operations to identify customized, competitive solutions.

RESPONSIBILITIES

Strategy

• To support the project and deliver high quality results and excellent service to our Corporate (Corporate & Institutional Banking & Commercial Banking) clients in all interactions.

Business

• Responsible for rolling out a secured and safe solution to our valuable clients and internal staff for advice, inquiries, complaints, and any other service issues related to the Project.

Processes

• Manage the full project lifecycle from planning to launch.
• Liaise with designers, developers, and clients to ensure the project is completed professionally.
• Monitor project progress and product quality.
• Work closely with the project team to deliver applications within deadlines.
• Documentation within the project period.
• Serve and manage client inquiries effectively caused by the Project.

• Handle client and project management from inception to delivery.
• Deliver excellent service against agreed service standards.
• As a Service Partner, work together with Project Team, RMs, Product Sales, Operations, and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients.
• Comply with Operational Risk Framework set out for CSG including but not limited to client identification, complaints, and inquiry handling.
• Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.
• 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.
• Review service performance with the clients and generate ways to continuously improve service level standards.
• Provide pro-active shadowing within the team, to adopt the new change.
• Leverage metrics and client insights to understand client needs, and identify opportunities for improvements in product solutions.
• Provide proactive training for clients to improve the utilization level of facilities, increase transaction volume, and identify opportunities for channels and referrals for the business.
• Build trusted partnerships with clients at the daily transactional/operational level.
• Perform other duties as assigned.

People and Talent

• Minimum of 4 years experience in Banking and/or Service.
• Detail-oriented, team player, takes end-to-end ownership, drives for results to support/grow the business, sustains intensity & optimism while focusing on delivering excellent service to clients.
• Requires excellent communication, influencing, and negotiation skills to effectively manage client servicing.
• Ability to establish and maintain effective working relationships with peers and business partners.
• Comfortable with direct client and business partners interaction, with proven client interaction abilities.
• Must be client-focused.
• Excellent interpersonal skills and a positive attitude.
• Strong leadership skills with contact centre workforce management knowledge.
• Possess skill, ability, experience, and confidence to navigate the Bank and business partners to ensure servicing client requests are completed on time.
• Ability to present ideas and information effectively in group settings.
• Strong analytical, problem-solving, ideation, and time management skills.

Risk Management

The ability to interpret the Group’s financial information, identify key issues based on this information and put in place appropriate controls and measures. Comply with the process for customer identification. Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager. 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.

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 to achieve the outcomes set out in the Bank’s Conduct Principles.
• Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct, and compliance matters.

Key Stakeholders

For Internal

• Cash Management Operation, Cross-border.
• Cash Management Operation, Research & Investigation.
• Cash Management Operation, Domestic.
• Head of Client Service Group.
• Cash Management Services Managers.
• Global Markets Operations Managers.
• RMs and Business Managers.
• Client Service Managers.
• Managers in Hubs.

External

• Other Banks.
• Regulators.

Other Responsibilities

• Embed Here for good and Group’s brand and values in HK/Cash Client Service Team; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); comply with all DOI, regulatory and pass audit checking.

Role Specific Technical Competencies

• MS Excel / MS Document / MS PowerPoint.

Qualifications

• Comprehensive product/process knowledge.
• Knowledge of the Bank’s Operational structure - Transaction Banking, ITO, Risk & Compliance.
• Experience in a Client Service environment.
• Ability to apply questioning skills for in-depth analysis of attitudes, situations, problems, and priorities to determine optimum strategy on how to deal with them.
• Experience in global stakeholder management – ability to influence stakeholders by efficiently explaining service requirements and demonstrating the impact of client service as a key competitive driver.
• Multi-cultural awareness. Proven success of working effectively.

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.