• Negotiable
  • Hong Kong
  • Permanent, Full time
  • Standard Chartered Bank Hong Kong
  • 01 Dec 17

Associate Director, Service Management, TB

  • Location: Hong Kong
  • Salary: Negotiable
  • Job Type: Full time

Please view Job Description for details.

Standard Chartered is a leading international bank operating in some of the most dynamic markets in the world, in Asia, Africa and the Middle East. Our successful and sustainable business is built on doing tangible, long term good for our people, our customers and the communities we serve.

Job Description

  • A dedicated contact within Transaction Banking for selected International Corporate clients who will manage the client service relationship by developing and coordinating global service solutions.
  • A TBCM will be assigned to high value international service intensive corporate clients which require - in addition to the standard enquiry service - a more bespoke sophisticated service model:
  • Clients with complex organization structures which require multiple service touch points (e.g clients with global Treasury Centres , Shared Service Centres or Hub - Spoke models)
  • Clients who require diverse product solutions or who buy products/services in multiple locations
  • The TBCM will act as the service relationship manager for the client, working with internal stakeholders (CIC, TB Sales, Product Managers, Operations, PSMs/CSG) to develop service models tailored to client's service needs . He / she will be responsible to build up the model and ensure optimum global service delivery by actively monitoring service and by conducting regular structured client service reviews.

    Key Roles and Responsibilities

    Client Service Management
    • Provide pre-sales support - participate in RFP processes as service specialist
    • Develop service models for the client group with all key stakeholders (e.g Sales, Implementation team, ITO, L&C)
    • 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 TBCM will lead the virtual client service teams to ensure consistent & coordinated service experience for our clients across the network
    • The Global / Regional TBCM will also act as a 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
      • Active engagement with the Premier Service Manager (PSM) in ITO/CSG to understand client's service requirements & standard transactional enquiry processing
      • Review and tracking of service performance through client experience dashboard to improve service levels, identify service gaps, recognise clients' changing needs and requirements
      • Regular conversations with relevant stakeholders (TB Sales Team, Product Team , ITO) to deepen understanding of clients' Business and service requirements
    • Support tracking of revenues and identify cross-sell 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

    Qualifications and Skills

    • 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 impact of client service as a key competitive driver
    • Multi cultural awareness. Proven success of working effectively

    • Fluent Cantonese, Mandarin and English speaker
    • Creative problem-solver with good multi-tasking skills, able to priorities issues and resolve them efficiently
    • Flexibility and responsiveness in order to handle changing priorities & urgent requests from senior management
    • Client focused and willing to go beyond expectations
    • Outstanding written, and verbal communication skills
    • Good analytical skills
    • Ability to inspire trust and confidence in clients creating credibility

    Third Party Applications

    Please note: Applications from third parties are not accepted unless by invitation.

    Diversity and Inclusion

    Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.

    Equal Opportunity Employer

    Standard Chartered is an equal opportunity employer. We have a meritocratic culture where each individual employee is valued and respected for who they are as a person and for what they bring to the organisation.