Manager, client solutionsStandard Chartered

The Role Responsibilities
Strategy
Client Service Management:
Provide world class services to Financing and Securities Services clients and seamless delivery of the bank's products and solutions in order to achieve excellent client satisfaction and loyalty.
Responsible for the end-to-end service delivery of a portfolio of selected clients, which begins from the first line call to closure of enquires/requests. To selected clients, function as a business account manager to manage and enhance the end-to-end client experience in the Country. Act as an escalation point for all operational & service issues as well as provide value creation through client education and service solutions to help clients improve efficiency.
To be the service partner, working with internal stakeholders (FSS Sales, Product Managers, Operations and other key internal stakeholders) to develop clients' service proposition during pre-sales stage and manage clients' service needs, identify opportunities and deliver the Bank's services post successful mandate of the clients.
Ensure optimum service delivery via monitoring of transaction dashboard and proactively review of client MIS, including channel utilisation, complaints and compliments.
Job Purpose
Primary liaison between GSSC KL Fund Services Operations and clients in all issues related to Fund Services Operations.
To act as primary contact for all transactional/operations related enquiries, issues, and concerns.
Establish close relationships with foreign clients via customer calling and other forms of communication.
Manage effective relationships with other custodian banks, brokers, clients, regulators, and departments.
Key Responsibilities
Client Services
a) General
Handling and resolution of all service-related enquiries/issues.
Trade Settlements
Corporate Actions
Bangko Sentral Registration Document
Billing
Fund Accounting
Cash queries / FX queries
Straight2bank queries - work with Implementation and PSS S2BCustody for all issues
Handling of non-transactional queries and requests pertaining to :
Market and Regulatory
Product capability
Management Information Statistics relating to Service Reviews
Questionnaires, RFP and RFI
Handling of system outage related issues - BAM to work with SSO to manage clients. i.e. for delayed reporting, impact of system outage.
Act as liaison for the handling and resolution of all service-related enquiries, issues and concerns.
Ensure that queries, feedback, complaints handled are logged in GEMS.
b) Account Maintenance
Account Maintenance - Coordinate with ADSU for any client-related account maintenance requests or issues, including set-up or creation of SSI details.
Work with ADSU for details on account opening for new clients or account closure due to termination of relationship, etc.
Work with Client and ADSU for termination of relationship with no asset transition.
c) Client Reporting
Provide BAU reports to clients in a timely manner
d) Billing
Send tracers for outstanding invoices not paid for more than 90 days or as per Bank policies
Message Control
Ownership of PH, Securities Services
Others
Ensure that appropriate local procedures and internal controls that interpret the Group Policy and Standards and the local law and regulations of Money Laundering Prevention are documented, implemented, maintained and monitored
Contribute to the effectiveness of the department's BCP, actively participate in the BCP testing, provide timely feedback on BCP matters, make themselves available during contingency situations. Should be fully conversant and knowledgeable of the most updated BCP and should keep a copy of the departmental call tree readily accessible at his/her place of residence
Ensure compliance with Bank's policy including but not limited to Group and Local Code of Conduct, Health and Safety, Diversity and Inclusion and escalate to management any policy breaches for appropriate decision/handling
In addition to the above, to be responsible for any job and duties designed by the bank.
Key Stakeholders
FSS
Senior representation and Client Project team specifically for Fund Services
Securities Services Operations
Financial Markets
Legal & Compliance
Client On-boarding team
Cash Management Services
Risk Manager
Our Ideal Candidate
A thorough knowledge of branch's operations, especially those relating to Securities Services function.
Must have the skill to maintain good customer relations (with customers, local brokers, other custodian banks, PDTC, and government agencies, i.e., Philippine Stock Exchange, Bangko Sentral ng Pilipinas).
An ability to handle a variety of changing situations
Knowledge of local regulations related to the custody business i.e. BSP's FX regulations
A thorough knowledge of the operations and rules of the local securities industry with some familiarity of how global custodians operate
High standard of oral and written communications skills in English
Must possess an analytical mind and can exercise mature judgment
Must have the ability to work efficiently in a high-pressure environment on account of increasing trades, managing escalations, providing excellent service delivery/client experience and giving swift response to customers' queries
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 160 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
Be 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, parental/maternity (20 weeks), sabbatical (12 weeks 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.
Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
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Standard Chartered

Makati City, Metro Manila
Permanent
Full-time