Head of Client Servicing, Private Banking-(2000001133)
Private Banking and Wealth
Greater China and North Asia-Hong Kong-Hong Kong
OngoingWe are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.
We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation.
This in turn helps us to provide better support to our broad client base.
The Role Responsibilities
Business Strategy, Operations & Infrastructure
Work with the Global Head of Client Servicing and Transacting and COO, Private Banking, Greater China and North Asia to deliver the client journey end state vision (best in class client experience) and embed this way of working within Private Banking
End to end accountability for all Investment related processes connected with client servicing and transaction execution Key processes include Suitability Appropriateness & order taking, Client Complaints, Trade settlement & Corporate Action processing at Country level for Hong Kong.
Identify and create areas of competitive advantage in the servicing domain, including executing changes initiated by Centre of Excellence teams.
Ensure proactive stakeholder management in alignment across the organisation on delivering the end-state vision. This may require the Country Head to lead and assist Country COO in the running of the in-country Change Governance Forum.
Embed Servicing related processes aligning to Clients’ requirements while adhering to the Bank’s Operational Risk Framework ( ORF ).
Deliver outcomes on standard metrics / scorecard for servicing, e.g., productivity, accuracy, service levels, losses / lapses, issues, residual risk acceptances and the Operational Risk Framework ( ORF ) related to servicing.
Continuously improve productivity and efficiency of operations and drive standardisation agenda for the business, maintaining rigorous cost and investment discipline across the business.
Drive and embed agile ways or working in the operating rhythm of the Servicing journey and rapid MVPs for speed to market and superior client delivery
Drive ideation around country innovations and enhancements to digitisation and emerging technologies that give real time decisive client outcomes
Ensure effective management of operational risks in the servicing journey for PvB clients in compliance with applicable internal policies and external laws and regulations.
Responsible for embedding of Operational Risk Framework linked to journeys related to servicing in PvB, ensuring appropriate focus on High risk and Very High-risk issues.
Responsible for minimising operational loss and audit failures and in conjunction with country and regional COOs, ensure appropriate focus on issues and resolutions in collaboration with business risk management
Responsible for reviewing of services in accordance to the service level agreement signed with offshore centres or third-party suppliers for provision of services.
Accountable to own regulatory audit / inspections on COO teams in country as well as offshore service centres affecting the country through direct reports.
Business Continuity Management
Accountable to ensure BCM framework adequately support the business strategy; where necessary provide executive sponsorship for major BCM initiatives.
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 to achieve the outcomes set out in the Bank’s Conduct Principles : Treating Clients fairly / Fair Outcomes for Clients;
Financial Crime Compliance; The Right Environment.
People and Talent
Lead and support a change in mindset, building a culture of client centricity, agility, and accountability
Set effective metrics and standards, transparently communicating them to team members, providing feedback and rewarding employees accordingly.
Employ, engage, and retain high performance people, to maximise the success of design and delivery with succession planning for critical roles.
Ensure the provision of on-going training & development, ensure that direct reports are suitably skilled and qualified for their roles and that they have effective supervision in place to mitigate any risk.
Our Ideal Candidate
Excellent client service and management experience
Solid Banking experience, preferably in a Private Bank / Wealth Management Client Service role
Solid knowledge of banking practices and associated regulatory requirements
Solid knowledge of and adherence to the company’s policies and procedures
Strong communication skills, able to articulate effectively to the stakeholders in regular meetings and various projects / discussion workshops, becoming a valued partner outside direct reporting line
Excellent problem-solving skills, handle complex situations with constructive solution identified for trouble shooting.
Take ownership & follow through identified issues with perseverance.
Strong leadership and management experience with 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
Delivering results performance orientation, disciplined execution of tough initiatives, ability to influence and convince stakeholders to get things done
People and team management skills manage large team of experienced CSMs, resolve interpersonal conflicts, motivate and inspire staff to deliver their best
Confident in making decisions autonomously and taking initiative
Good understanding of SCB Private Bank and investment products
A financial qualification would be advantageous
Tertiary education preferred