Regional Head Middle East, North Africa and Pakistan (MENAP) Cash Client Service

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Regional Head Middle East, North Africa and Pakistan (MENAP) Cash Client Service

senior · Risk & Compliance

Job Summary

The Regional Head, Transaction Banking (TB) Cash Client Service for Africa and Middle East & Pakistan (MENAP) is responsible for driving client service delivery outcomes and overall team performance across the region.

This role ensures high-quality, consistent client service delivery across all client segments, with a differentiated experience for top-tier clients. It oversees Straight2Bank (S2B) Solution Activation (SAT), including onboarding and maintenance processes for both new-to-bank and existing clients.

The role is accountable for improving time-to-market, enhancing client experience, and ensuring seamless coordination across Sales, Implementation, Client Lifecycle Management (CLM), Digital Channels, Data & Analytics (DCDA), Operations, Product and other internal stakeholders.

Key Responsibilities

• Lead and build a high-performing client service team focused on delivering exceptional client experience.
• Drive operational efficiency, standardisation and continuous process improvement across the region.
• Monitor service performance against agreed benchmarks; define corrective actions where required.
• Strengthen cross-functional collaboration with internal stakeholders to ensure seamless service delivery.
• Ensure adequate systems, infrastructure, and process capabilities to support business needs.
• Drive consistency and synergies across markets, including implementation of the Target Operating Model (TOM).
• Enhance speed-to-market for S2B onboarding and maintenance while maintaining strong controls.
• Support revenue growth by improving onboarding efficiency and deepening client relationships.
• Provide oversight and escalation management for complex onboarding scenarios.

Strategy

• Align client service delivery with Corporate, Commercial & Institutional Banking (CCIB) and Transaction Banking strategy.
• Drive automation across client service and Solution Activation processes to improve efficiency and scalability.

Business

• Identify and escalate thematic client service issues for resolution.
• Ensure optimal team capacity aligned with business needs and portfolio changes.
• Deliver process improvements that drive efficiency and support business growth.
• Lead and support regional and global initiatives for onboarding and servicing transformation.

Processes

• Drive effective client service operations, including issue tracking, escalation and resolution.
• Maintain client service logs and ensure proactive management of service gaps.
• Use management information systems (MIS) and service dashboards to identify trends and address root causes.
• Ensure disciplined handling of client complaints in line with Bank policy.
• Manage end-to-end service delivery teams with clear Key Performance Indicators (KPIs).

Solution Activation

• Own and manage end-to-end orchestration of S2B onboarding and maintenance processes.
• Ensure efficient client engagement and readiness-to-transact across all onboarding scenarios.
• Promote first-time-right delivery and process standardisation.
• Drive improvements through automation and best practice sharing.
• Oversee channel activation, documentation, setup, training and pre-transactional support for clients.
• Ensure adherence to all internal controls, compliance requirements and regulatory standards.

People & Talent

• Attract, develop and retain top client service talent.
• Drive a culture of accountability, client-centricity and high performance.
• Provide regular coaching, feedback and performance management.
• Ensure compliance with mandatory learning and succession planning requirements.

Business Continuity Management

• Implement and maintain Business Continuity Management plans to ensure operational resilience.

Risk Management

• Ensure strong risk culture and adherence to internal controls and governance standards.
• Monitor and escalate risk issues in a timely manner.
• Ensure teams are appropriately trained and certified in risk requirements.

Governance

• Maintain a robust control environment across all client service processes.
• Ensure timely closure of audit actions and adherence to regulatory frameworks.
• Promote effective governance and transparent engagement with regulators.

Regulatory & Business Conduct

• Uphold the highest standards of ethics and compliance with all applicable regulations and policies.
• Embed the Bank’s Code of Conduct and deliver outcomes aligned with Conduct Principles.
• Proactively identify, escalate and resolve risk, compliance and conduct issues.

Internal: Sales, Implementation, Operations, Product, Client Lifecycle Management, Technology, Risk, Compliance, Finance and Regional Leadership
External: Clients

Skills and Experience

• Strong leadership and people management capability
• Deep understanding of client service, transaction banking products and processes
• Expertise in risk management and internal controls
• Strong business acumen and stakeholder management skills
• Proven ability to drive transformation, efficiency and client experience improvements

Qualifications

• Bachelor’s degree in Banking, Finance or related field
• Minimum 15 years’ relevant experience in banking or financial services
• Experience in Client Service and Cash products preferred
• Risk and Anti-Money Laundering (AML) certification as required
• Strong English and/or relevant local language skills

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

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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