Standard Chartered
Associate Director, Client Services, PvB
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Job Summary
Currently we are looking for a Client Service Manager within a leading Private Banking environment. This job opportunity is ideal for someone who enjoys working with HNW/UHNW clients, building trusted relationships, and playing a key role in delivering an exceptional client experience while ensuring the highest compliance standards:
Client Services Manager will assist assigned Relationship Managers to achieve financial targets by providing a strong support function. Client Services Manager will also assist in deepening existing client relationships through excellent customer service and will provide excellent customer service to existing and prospective clients.
Key Responsibilities
- Assist assigned RMs to achieve financial targets by providing a strong support function
- Clients to be at the heart of our day-to-day activities
- 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.
- Assist in deepening existing client relationships through excellent customer service
- Provide accurate and timely support to Relationship Managers
- Produce high-quality phone and written correspondence to clients
- Respond to client/RM/ investigations by phone/fax/e-mail
- Spotting cross-sell opportunities and referring to Relationship Managers where appropriate
- Referral of all sales and upgrade opportunities to Relationship Managers
- Manage the preparation of Client Due Diligence (CDD) reviews and ensure deadlines are met, and follow up of issues raised as required by Relationship Manager
- Liase with other Departments where necessary, promptly inform Relationship Managers and the management team of any complaints. For Jersey clients ensure these are logged in command.
- Deal with and process payments, deposits, securities transaction and credit applications accurately and within deadlines and follow up with any queries
- Call Backs to clients to verify high risk payments, change of addresses, enquiries and various administrative matters etc
- Constantly challenge processes and procedures with a view to streamlining and simplifying, to reduce waste and improve service offered to internal and external clients.
- Daily review of overdraft, account balance and deposit reports
- Manage Account Opening documentation and queries as required
- Ensure the FCA’s Treating Customer’s Fairly standards are consistently met
- Keep up to date with existing and new SCB Private Bank products
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Skills And Experience
Must-have Skills
- Anti-money Laundering Policies and Procedures
- Customer Interaction
- Relationship Management
Motivations
- Motivated by delivering high-quality operational outcomes while ensuring compliance with regulatory requirements and internal policies.
- Energised by identifying opportunities for process improvement, driving operational efficiency, and enhancing customer and stakeholder experiences.
- Thrives in a fast-paced, results-oriented environment that requires problem-solving, critical thinking, and effective decision-making.
- Driven by collaborating with cross-functional teams to achieve shared business objectives and deliver sustainable business outcomes.
- Demonstrates resilience and adaptability when managing complex operational challenges, changing priorities, and continuous business transformation.
- Motivated by developing people, fostering a culture of accountability and continuous improvement, and supporting team success through coaching and leadership.
Qualifications
Key Experiences
- Minimum 5 years of experience in a customer services role within Private Banking or Wealth Management
- Experience working directly with HNW and UHNW clients within a Private Banking or Wealth Management environment.
- Strong understanding of Anti-Money Laundering (AML) regulations, risk and conduct
- Demonstrated expertise in managing complex onboarding, account opening and client due diligence requirements, ensuring timely completion and adherence to regulatory standards.
- Excellent written and verbal communication skills
- Strong organisational skills and ability to work accurately under pressure and to deadlines
- Collaborative approach with the confidence to build strong working relationships with various stakeholders
Certifications / Qualifications (only Where Mandatory)
- A financial qualification would be advantageous. Tertiary education preferred.
- MiFID II Knowledge & Competence certification is desirable.
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.
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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
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.
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