Client Service Manager at Standard Chartered
Job Description
Job Summary
Join a high-performing client team as a Client Service Manager, partnering closely with Relationship Manager(s) to deliver a consistently excellent client experience and strong operational support. You’ll be a trusted point of contact for clients and internal stakeholders—keeping things moving, resolving issues quickly, and ensuring day‑to‑day service is accurate, compliant, and efficient. You’ll also support team capability through ongoing learning and knowledge-sharing.
Key Duties & Responsibilities
- Provide robust operational and client service support to assigned Relationship Manager(s) to help achieve financial and service targets.
- Deliver high-quality service to existing and prospective clients through effective follow-up, engagement, and relationship management.
- Support referral generation across Wealth, Balance Sheet, and Mortgage solutions by coordinating next steps and client needs.
- Manage client relationships and portfolios during Relationship Manager absence (e.g., leave), ensuring continuity of service.
- Complete and support key client lifecycle and governance activities on time, including:
- Periodic Reviews (PR), Triggers Review (TR), Source of Wealth, Local Client Committee (LCC) submissions
- Financial Crime Compliance (FCC) actions and credit renewals
- Complaints handling, credit reports, deceased and dormancy account processing
- Execution & Advisory Wealth Trades processing, asset transfers, and Foreign Exchange (FX) processing
- Maintain awareness of AML “red flags”; escalate suspected suspicious activity to the Money Laundering Reporting Officer as appropriate.
- Receive, record, and manage client complaints in line with process; respond within agreed turnaround times and drive issues through to resolution in partnership with the Complaints Manager.
- Execute client transactions accurately, within delegated authority, and without exposing the bank to undue risk.
- Support portfolio hygiene by helping keep PR/TR overdue thresholds within agreed limits.
- Keep documentation complete and compliant (CDD) in line with local and Group requirements.
- Contribute to risk reduction by identifying and escalating potential fraud and implementing corrective actions from client feedback.
- Commit to continuous learning, including annual product accreditations, mandatory e‑learning, and (where applicable) at least 25 hours CPD per year.
Educational Qualifications, Experience, & Skills Required
- Minimum 2 years’ client service experience, ideally in banking or financial services (e.g., bank, investment office, fund manager, private banking environment).
- Understanding of banking practices, regulations, and internal policies/procedures; familiarity with investments and global market context is an advantage.
- A financial qualification is advantageous (or a clear commitment to working towards relevant certifications).
Core skills
- Strong client service and relationship management capability with confidence handling daily client interaction (calls and correspondence).
- Clear, professional verbal and written communication with sound judgement—able to explain outcomes without exceeding delegated authority.
- Strong attention to detail and operational discipline; able to process transactions accurately and manage multiple tasks to tight timeframes.
- Problem-solving and negotiation skills to handle complex client instructions and resolve issues end-to-end.
- Risk-aware mindset (including AML/financial crime vigilance) and comfort working with governance processes and documentation standards.
- Collaborative team player—willing to support across the team and work effectively with Relationship Managers, Operations, Compliance, and other partners.
