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Senior Manager, Client Experience & Service Excellence – Drive service culture and CX at Standard Chartered in Kuala Lumpur.
Lead cross‑functional projects, embed a client‑centric culture, and shape governance while fostering continual improvement.
Job Overview
Job Description Apply now Requisition Number: 58298 Job Location: Kuala Lumpur, MYS Global Grade: Band 6 Work Type: Office Working Employment Type: Permanent Posting Start Date: 16/07/2026 Posting End Date: 28/07/2026 Job Description:
Key Responsibilities
Key Responsibilities Strategy • Drive and execute the Bank’s Service Culture strategy in alignment with the Retail Banking and Affluent business ambitions. • Develop and embed a sustainable service excellence framework across frontline and support functions. • Champion a client‑centric culture by promoting ownership, empathy and service excellence behaviours. • Lead initiatives that improve Client Experience (CX), Voice of Client (VoC) and employee engagement. • Benchmark industry best practices and introduce innovative service initiatives to continuously elevate client experience. Business • Partner with the Business Retail Team, Branches, Client Care Centre and Operations to embed service excellence into day‑to‑day operations. • Support the Bank’s Affluent strategy by ensuring frontline teams deliver differentiated client experiences. • Drive service improvement initiatives through client insights, complaints analysis and frontline feedback. • Lead cross‑functional service transformation projects that simplify processes and enhance client journeys. • Establish recognition programmes to celebrate outstanding service and reinforce desired behaviours. Processes • Develop and maintain Service Standards, Playbooks and frontline guidance materials. • Design and deliver Service Culture training, coaching and refresher programmes. • Monitor service quality, client feedback, complaints trends and service metrics to identify improvement opportunities. • Work with Process Excellence teams to remove client pain points and simplify end‑to‑end journeys. • Establish governance and reporting to monitor service culture maturity and programme effectiveness. • Coordinate Voice of Client initiatives and translate insights into actionable improvements. • Support branch observations, service audits and mystery shopping programmes where applicable. • Drive continuous improvement through structured service reviews and action plans. People & Talent • Coach and develop frontline leaders to become Service Champions. • Facilitate Service Culture workshops and capability‑building programmes. • Build a community of Service Ambassadors across the Bank. • Promote continuous learning and knowledge sharing on client experience best practices. • Foster an environment where colleagues are empowered to deliver exceptional client experiences. Risk Management • Ensure service initiatives comply with regulatory requirements and internal policies. • Balance client experience improvements with appropriate risk and control considerations. • Monitor service‑related risks and elevate systemic issues where required. • Support remediation initiatives arising from client complaints, audits or regulatory observations. • Ensure governance and reporting frameworks are maintained for all service excellence initiatives. Governance • Establish governance for the Bank’s Service Excellence Programme. • Present service performance, VoC insights and key initiatives to senior management. • Maintain service standards, policies and frameworks. • Support regulatory reviews relating to client experience and complaints where required. • Drive accountability for service excellence across business units 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, elevate, mitigate and resolve risk, conduct and compliance matters. Key stakeholders Internal: • Sales, Product Managers, Operations, Credit Initiation, Credit Risk, Fraud Investigation Unit, Client Care Centre, Branches, Segment, Credit Collections, CDD, Compliance, Legal, CTM External: • Outsource Vendors, Clients, Regulators, Auditors, FMOS, ABM
Other Responsibilities
Other Responsibilities Do the Right Thing • Be brave, be the change; Think Client; Live with integrity. Never Settled • Continuously improve and innovate; Simplify; Learn from your successes and failures. Better together • See more in others; How can I help? Build for the long term.
Skills and Experience
Skills and Experience • English • Bahasa Malaysia • Microsoft Suite (Word / PP / Excel) • Social Media
Qualifications
Qualifications • In depth knowledge of MIS and bank system. • Strong written and verbal communication skills. • Good knowledge of banking operations practices, process, and products as well as support structure. • Relevant working knowledge of banking operations practices and products as well as support structure. • Effective collaborative skills that contribute to positive working relationships with everyone in the Bank. • A high degree of team building skills; good communication and interpersonal skills. • Excellent team player and change agent. Matured, calm and confident with ability to perform under pressure. • A strong sense of commitment, maturity, a high level of integrity and possession of good leadership qualities with sound process and analytical skills. • Detailed understanding of relevant Group and local policies and standards and apply according to own area of work.
About Standard Chartered
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
What we offer
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.
Other Details
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