Client Service Manager - Phoenix

Servicing primarily walk-in customers to fulfill the specific transactional requirements of the customer through high quality customer service while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets.

• Ensure high level of customer service and manage difficult customer situations.

• Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.

Strategy
• Client Services: Client Service Managers (CSM) to deliver consistent and high-quality service to Private Banking clients.
• Facilitate a smooth working relationship of Front Office teams with support functions.
• Business Controls: To comply with all applicable money laundering prevention procedures and highlight suspicious activities/behaviour of clients and staff e.g., account irregularities and alert TL of the suspicious transactions on a timely basis.
• Fully compliant with regulations and Group policies and guidelines, and be able to highlight, mitigate and protect the bank against credit, legal, documentation, repetition and other risks; to conduct business at all times in a compliance-conscious manner and alert to the potential risks of money laundering and other undesirable transactions/activity during and after client on-boarding process.

Business
• Work with relevant teams to enhance the control environment within the Front Office.

People & Talent
• Lead through example and build the appropriate culture and values.
• Develop professional skills of oneself, including training, license registrations, and deepening of “knowledge spikes” on specific topics by the CSM Team Leaders.

Risk Management
• Responsibility for identifying, assessing, monitoring, controlling and mitigating risks that may be posed by activities conducted by the RMs. Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them.

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 the Local Client Services Team to achieve the outcomes set out in the Bank’s Conduct Principles. Fair Outcomes for Clients, Effective Financial Markets, Financial Crime Compliance, The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders
• Relationship Managers and Team Leaders
• Client Onboarding Managers

Other Responsibilities
• Embed here for good and the Group’s brand and values.
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.i

• Diligent & Punctual

• Post Graduate, consistent academic career

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

• Being part of an inclusive and values driven organisation , one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• 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 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.

Visit our careers website to learn more about us: www.sc.com/careers.