Client Service Manager, Pvb

**JOB SUMMARY**

**Summary**
- 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, in particular, highlight suspicious activities/behaviour of clients and staff e.g. account irregularities and alert TL/CA 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.

**RESPONSIBILITIES**
**Business**
- Work with relevant teams to enhance the control environment within the Front Office.

**Roles and Responsibilities**
- Provide comprehensive client support services to TL / CAs in executing a broad range of banking and investment transactions for Private Banking clients.
- Provide concise and relevant information flow and execute all client transactional and administrative needs accurately and on a timely basis (information flow and client requests might include but not be limited to exchange rate requests, referral letters).
- Handle and resolve day-to-day queries from clients, TL or CAs on transactional activity, operations, systems, account re-balancing processes etc.
- Support TL/CAs to complete sales documentation and related processes (e.g. client profiling / KYC diligence) and input such information together with deal information into data capture and / or transaction processing systems.
- Assist TL/CAs in preparing Business Credit Application, financial review documentation and other customer correspondence as and when required.
- Support TL/CAs in attending to and follow-up on customer service issues with clients and internal departments, and in all cases report and escalate customer complaints to management in accordance with established procedures. Failure to report and escalate complaints will result in disciplinary action
- Handle and ensure client document and reporting comply with internal process standards.
- Ensure full awareness of and adherence to the policy and procedures e.g. credit policy and operation procedures.

**People & Talent**
- Lead through example and build the appropriate culture and values.
- Regularly help CSM team leader to review team structure/capacity plans, including RM:CSM ratios and individual RM:CSM pairings.
- Develop professional skills of one self, 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 Relationship Managers. 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 [Singapore / Private Bank to achieve the outcomes set out in the Bank’s Conduct Principles
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

**Key Stakeholders**
- Market Heads, Relationship Managers and Team Leaders
- Other PvB COO teams, including Controls & Supervision, Client Acceptance & Review, Operational Risk
- Support functions serving PvB, including Compliance, Legal, Operational Risk
- Operations back-office serving PvB
- Technology teams serving PvB

**Other Responsibilities**
- Embed here for good and the Group’s brand and values in Private Banking.
- Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

**Qualification**
- Leadership qualities - demonstrated ability to lead by example, role-model desired behaviours, willing to “get hands dirty” to accomplish objective, focus on “win-win” solutions under pressure
- Problem-solving skills - analyze complex situations and design effective solutions
- Direct experience in Front Office client services, Private Bank operations, wealth management products and related processes

**Role Specific Technical Competencies**
- Knowledge of financial products and services
- Years of Experience
- Qualification

**About Standard Chartered**
- We're an interna