Platinum Client Service Partner

Standard Chartered

Job Summary

• Platinum Client Service Partner, 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 bespoke initiatives, operational excellence, and strategic issue stewardship.
• 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.
  
  

The role is a part of Wealth and Retail Banking Team.

Core Responsibilities

• Assess new Platinum clients requests from frontline / market heads across entire client journey including product offering / 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

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 to achieve facilitating of new bespoke initiatives, operational excellence, and strategic issue stewardship.
  
  

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)
  
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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 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
• 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
  
  

Other Responsibilities

• Embed Here for good and Group s brand and values in Dubai/ WRB/ Platinum Client Service, PvB Ops [country / business unit / team]; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);
  
  

Skills And Experience

• Credit Operations/Legal
• Securities and OTC Product Knowledge
• Microsoft Office Suite
  
  

Qualifications

• 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 skill