Team Leader, Client Services, Private Banking
Standard Chartered Bank
Hong Kong, Hong Kong, Asia

About Standard Chartered

We 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.

Responsibilities :

Team Leader Responsibility

  • Team Management : Lead, train and act as role model for a team of Client Service Managers (CSMs) to deliver high quality and consistent services to clients including executing transactions and client instructions accurately, preparing client documentation, CSM resources management (e.
  • g. resource allocation and workload management), RM / CSM ratio monitoring, RM / CSM mapping and backup arrangements, etc.

  • People and Talent : Coach, mentor and develop CSMs to acquire the same level of skills and knowledge in execution and the adoption of best practices.
  • Look to continuously grow and retain talent in the team and organisation, ensuring diversity and strength. Work with learning personnel to coordinate and, on occasion, deliver required training initiatives (e.

    g. new products, policies, processes). Responsible for human resources related duties e.g. CSMs hiring, recruitment, on-boarding, departure, training and CSMs performance review.

  • Teamwork, Networking & Partnering to achieve objectives : Develop relationships within sphere of influence to achieve goals, satisfy customer needs, and resolve problems.
  • Drive a consistent level of standardisation across the RMs and CSMs, leading to maximised productivity and improved efficiencies across all activities.

    Foster an environment that supports effective teamwork across the organisation.

  • Controls and compliance : Lead, train and act as role model to ensure CSMs follow best practices to minimize operational risks and breaches of rules and regulations.
  • Drive awareness of regulations, controls and risks within the team.

  • Risk Management : Identify, assess, monitor and mitigate risks that may be posed by activities conducted by CSMs. Enhance the risk management and compliance culture within the business.
  • This includes communications and other initiatives to ensure the appropriate risk-awareness and behaviour of staff. Actively participate in the prevention of money laundering and fraud by strict adherence and close diligence to the Bank’s policies and procedures and the regulations.

    Undertake and / or coordinate periodic business monitoring (self-assessment) activities, escalating issues (e.g. daily reviews or monitoring shortfalls) to COO / Business Head.

    Follow up on exceptional / unreconciled items / STRs etc.

  • Process Improvement and Change Delivery : Identify improvement opportunities to streamline business processes resulting in greater efficiency, productivity and service.
  • Be the change agent in adopting best practices being rolled out and feeding improvement ideas to Change Delivery for continuous process improvement.

    Initiate and lead initiatives to improve Front Office processes, to deliver step-change in productivity and client experience, participate in projects assigned by COO, Head of Client Services, Head of Business when required.

    Develop a culture of continuous improvement among CSMs.

  • Problem-solving / First port of call : Be the first port of call for execution queries, related processes and procedures.
  • Queries not resolved are to be escalated by the CSM TL and cascaded down by the CSM TL directly. This is to ensure the team leader is aware of the standard of the team and become the expert in the process.

    Provide guidance, advice and support to TL’s, RMs, and CSM staff in matters related to Clients, Client services, transactions, account opening and maintenance.

    Minimise error and rejection rates and ensure effective processing in agreed cycle times.

  • Client Complaints : Support investigation and provide timely escalation as and when required.
  • CSM Responsibilities

    CSM TL also provides active support as CSM for RMs assigned to him / her. CSM TLs are not expected to directly cover a full book of clients, but typically support the clients of an RM TL, or part of the book of an RM.

    Roles and responsibilities as CSM are to :

  • Provide comprehensive client support services to TL or RM in serving their clients.
  • Handle and resolve day-to-day queries from clients, TL or RM
  • Support TL / RM 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 / RM in preparing Business Credit Application, financial review documentation and other customer correspondence as and when required.
  • Support TL / RM 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.
  • Fully comply with regulations and Group policies and guidelines, and highlight, mitigate and protect the bank against credit, legal, documentation, repetition and other risks;
  • to conduct business 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.

    Personal Development

  • Maintain knowledge of internal systems and operational development
  • Maintain knowledge of client’s product operational and strategic developments
  • Keep up to date with new developments in banking, financial and SCB investment products and services, existing and new SCB Private Bank products
  • 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 (CSM) team to achieve the outcomes set out in the Bank’s Conduct Principles : Fair Outcomes for Clients;
  • Financial Crime Prevention; The Right Environment.

  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
  • Actively participate in the prevention of money laundering and fraud by strict adherence and close diligence to the Bank’s policies and procedures.
  • 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.
  • Skills and Qualifications :

    Knowledge / Skills / Experience Required :

  • Excellent client service and management experience
  • General 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 CSM team and 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
  • Positive, exhibit Do the right thing , Never Settle and Better Together value behaviours.
  • Good understanding of SCB Private Bank and investment products
  • A financial qualification would be advantageous
  • Tertiary education preferred
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