Manager, Private Banking Ops
Job Summary
• Platinum Client Service specialist, Private Banking and Affluent is responsible for providing superior client experience to a certain set of Affluent Clients (also known as ‘Platinum clients’) in fulfilment of their requests across the entire client journey - includes facilitating new service offering, ongoing servicing, and digital enablement.
• This will require enabling differentiated service levels for such clients while providing higher level of visibility and transparency of the process to our frontline and clients.
• The role will closely work with key staff in frontline, Client Service Managers, Credit Risk, Credit risk Operations, Banking and Wealth management Operations, Asset class owners (product teams), Legal and Compliance to fulfil client needs on an ongoing basis.
Core Responsibilities
• Assess new Platinum clients’ requests from frontline / market heads across entire client journey including product opening / credit process / asset transfer and other ongoing service requests.
• Institute an ongoing rhythm with frontline to proactively get details of upcoming platinum clients service requests to forecast and enable requisite attention / resourcing available in different teams.
• Assess client needs, incoming portfolio, and establish which teams across business, operations, risk function and technology / digital teams are required to fulfil each client request.
• Proactively liaise with such teams to enable fulfilment of these requests, primarily focusing on providing superior client service / visibility and transparency of the entire process to Frontline and clients.
• Drive client digital adoption and access, and enabling them to access new digital offerings / products/ solutions with us (example Online equities, Private Banking Mobile app)
• Define Service levels across each of the sub-processes in the client journeys (Credit Risk, Credit Operations, Product fulfilment, Asset Transfer, Ongoing Servicing & transacting, WM Operations, Digital Adoption)
• Define, measure, and publish scorecards to senior management / Private Banking COOs on these service levels. Mitigate / Arrest areas of concern by proactively taking measures with different teams. Proactively escalate to management where necessary.
Key Responsibilities
The role is a part of Wealth and Retail Banking Team.
Strategy
• Assess new Platinum clients’ requests from frontline / market heads across entire client journey including product opening / credit process / asset transfer and other ongoing service requests.
Business
• Institute an ongoing rhythm with frontline to proactively get details of upcoming platinum clients service requests to forecast and enable requisite attention / resourcing available in different teams.
Processes
• Assess client needs, incoming portfolio, and establish which teams across business, operations, risk function and technology / digital teams are required to fulfil each client request.
• Proactively liaise with such teams to enable fulfilment of these requests, primarily focusing on providing superior client service / visibility and transparency of the entire process to Frontline and clients.
People & Talent
• Drive client digital adoption and access, and enabling them to access new digital offerings / products/ solutions with us (example Online equities, Private Banking Mobile app)
Risk Management
• Define Service levels across each of the sub-processes in the client journeys (Credit Risk, Credit Operations, Product fulfilment, Asset Transfer, Ongoing Servicing & transacting, WM Operations, Digital Adoption)
Governance
• Define, measure, and publish scorecards to senior management / Private Banking COOs on these service levels. Mitigate / Arrest areas of concern by proactively taking measures with different teams. Proactively escalate to management where necessary.
Skills and Experience
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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Lead the [country / business unit / function/[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.] *
• Serve as a Director of the Board of [insert name of entities]
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent)
Key stakeholders
• Regional Heads, Private Banking
• Market Heads, Private Banking
• Respective Heads of Private Banking Operations – WM, S&T, Onboarding
• Global COO, Servicing and Transacting
• Global COO. On-boarding
• Private Banking COOs
Qualifications
- 7+ years of experience in Private Banking / Wealth Management with specific to front office / operations
- Proven history of managing key stakeholders and driving transformation.
- Be able to multitask and manage different initiatives at a time.
- Be able to understand operational aspects of private banking and to provide guidance on new bespoke and ad hoc processes to support business growth.
- Having in depth knowledge in securities and OTC products would be an advantage.
- Proficiency in Microsoft Office
- Strong in verbal, presentation, and written communication skills
- Academic or professional education/qualifications: Degree(s) in Banking or equivalent field preferred
- Languages: Ability to communicate in English, Chinese , Cantonese preferred
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.
Apply Now to join the Bank for those with big career ambitions.
Skills
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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