Client Service Manager

Job Description

Key Responsibilities

Strategy

• Be the go-to service partner for our Corporate & Institutional Banking, Financial Institutions (FI) and Paytech clients, owning every post-trade touchpoint—from Straight2Bank queries to complaint resolution.
• Team up with Relationship Managers (RMs), Product, Ops and Tech to remove channel friction and elevate client experience.
• Enforce the Global Integrated Middle Office (IMO) model, keeping service Key Performance Indicators (KPIs) sky-high and error rates microscopic.
  
  

Business

• Provide gold-standard documentation and channel-activation support for Corporate, Commercial and Institutional Banking (CCIB) & Business Banking customers.
• Lead service reviews, pulse checks and rapid-fire query resolution—all logged flawlessly in Global Electronic Marketplace (GEMS).
• Drive end-to-end service recovery that turns feedback into stronger client loyalty.
  
  

Processes

• Orchestrate cash-service workflows: setups, static-data updates, off-boarding and token stock.
• Train clients on every Straight2Bank feature so they can self-serve with confidence.
• Spot automation wins and embed a first-time-right mindset across the team.
  
  

Risk Management

• Live the Operational Risk Framework—Know Your Customer (KYC), Anti Money Laundering (AML), System Acceptance Testing (SAT) and all controls—flagging deviations fast.
• Guard documents and client data like a vault; run periodic self-checks and tighten controls.
  
  

Key stakeholders

• Internal: Client Services Group leaders, Relationship Managers (RMs), Transaction Banking (TB) Product & Sales, Financial Markets, Tech & Implementation teams.
• External: Corporate & Institutional clients, correspondent banks, Paytech partners.
  
  

Other Responsibilities

• Daily case management, Key Performance Indicator (KPI) tracking and cross-border best-practice sharing.
• Support workforce planning, coaching and a “Here for good” team culture.
  
  

Skills and Experience

• Experience in banking or high-touch service with proven client-facing success.
• Detail-obsessed, outcome-driven, cool under tight deadlines.
• Stand-out communicator and negotiator who influences across the value chain.
• Strong analytical, problem-solving and contact-centre workforce management skills.
• Straight2Bank know-how is a major plus.
  
  

Qualifications

• Bachelor’s degree (finance, business or related field); post-grad a bonus.
• Excellent English writing & presentation skills.
• Tech-savvy: Microsoft (MS) Office, channel platforms, data tools.
• Independent self-starter and collaborative team player.
  
  

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.
  
  

Profile Description

Standard Chartered Bank