Director, CSM Team Leader

Job Summary

Their role is to lead and manage a team of Customer Service Managers (CSM’s) who’s role it is to support the Relationship managers, give Client's a high level of Client Service and satisfy numerous monitoring and control responsibilities required of staff supporting the sales force.  In doing so, the Team Leader of Client Services must promote a strong Client service Culture and an effective risk management culture and operational framework.

Key Responsibilities

Strategy

• Client Services:  Client Service Managers (CSM) to deliver consistent and high-quality service to Private Banking clients
• Collaboration: Drive and facilitate smooth working relationship of Front Office teams with support functions
• Business Controls: Responsible to ensure business standard operating procedures and protocols are followed with close oversight of the team quality and performance
• To comply with all applicable money laundering prevention procedures and highlight suspicious activities/behaviour of staff and clients during and after client onboarding process. For e.g., account irregularities and alert TL/CA of the suspicious transactions on a timely basis
• Fully compliant with regulations and Group policies and guidelines, and be able to highlight, mitigate and protect the bank against credit, legal, documentation, reputation and other risks

Processes

• Align capability and functional role to drive end-to-end accountability and to support all initiatives along Client Journey transformation. This includes but not limited to support the redesign of location Client Journey organization structure and contribute to the alignment of  processes as well as to promote best practices across BCs
• Work in a team to deliver “enable” project within the committed timeline and with the “Innovation and Change” mindset
• Drive and increase awareness and drive cultural/ mindset change towards Fit For Growth.
• Embrace target for paperless aspiration (internally) and SC PB app adoption (externally) toward a more robust digital PvB platform
• Constant critically challenging the processes internally within CSMs and contribute to better solutioning, not just to provide feedback and highlight gaps
• Expert to Master level of knowledge of the business, the systems and processes within PvB and respective teams

People and Talent 

• Ensure CSMs fully embrace the CSM’s Scorecard and lead CSMs towards excellent performance with coaching, guidance and review with relevant stakeholders, if required
• Effective team management, ensuring adequate staffing and resource allocation
• Establish a high performance, transparent and collaborative working culture
• Provide adequate development opportunities to CSMs
• Ensure positive team morale by ensuring due recognition is given and encouraging all staff to celebrate success as a team
• Build strong collaborative spirit within the team, no silo thinking
• Foster the culture of 100% ownership and accountability amongst team members
• Commit to building a strong, well known CSM brand and identity, towards one of the best CSM teams in PB industry
• Lead a team with vision and purpose – team cohesiveness within the market and location across markets, strong teamwork and support culture, consistent expert level of skills and knowledge in all CSMs within the team and across the markets

Risk Management

• Work in a team to ensure successful implementation of on-going/ new initiatives in enhancing controls in our processes
• Deliver on the quantitative and qualitative objectives as set out in the CSM Scorecard including taking responsibility for operating to the highest standards of sales support, ethics, regulatory and business conduct requirements
• Ensure control and compliance with all Group and Private Banking policies and procedures during client servicing ad transacting activities, both for CSMs as well as on oneself
• Ensure there is an effective escalation process flow within the team, the location in the business and cross functional to the Group level, upholding high standards of quality of work and prompt issue resolution where required

Governance 

• Ensure the standard communication framework within the location is being followed –CSM Team Lead meeting, Market Business meeting, own CSM Team huddle/meeting and 1-1 bilateral meetings with individual CSMs
• Collaborate and closely align with other CSM Team Leads to ensure consistency in operating processes and quality standards
• Closely align and proactively reach out to Global Transformation Team for discussion should there be any deviation due to any change in processes or specific market requirements
• Ensure CSM Leadership Values, Team Lead Valued Behaviours and annual Location aligned priorities are being upheld and applied with highest quality standards and principles at all times (refer to annual Goal Settings for Team Leads)
• Embed Here for good and Group’s brand and values – Better Together; Never Settle and Do the Right Thing

Regulatory & Business Conduct  

• Embed Here for Good and the Group’s brand and values by leading through example and building the appropriate culture and values through active team engagement.
• 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
• Lead the team to achieve the outcomes set out in the Bank’s Conduct Principles, such as Fair Outcomes for Clients; Financial Crime Prevention; The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct and compliance matters  

Other Responsibilities 

• Embed Here for good and the Group’s brand and values.
• Actively work with respective stakeholders to actively review current process gaps and address them as a team
• Leadership qualities – demonstrated exemplary ability to lead by example, role-model desired behaviours, willing to “get hands dirty” to accomplish objective, focus on “win-win” solutions under pressure; walk the “talk”
• Problem-solving skills – analyse complex situations and design effective solutions with strategic mindset, think out of the box and explore varied ways of solving issues
• Decision making – high quality decision making process and being able to react relevantly and appropriately to make the right decision to move forward. Be able to take responsibility in making decisions
• Direct experience in Front Office client services, Private Bank operations, wealth management products and related processes.
• Display excellent 360 communication skills, able to deliver concise messages to all types of audience confidently and with absolute clarity. Be accountable for difficult conversations and deliver messages with the right tone of voice and intention. Take full responsibility in delivering consistent messages to the team, to stakeholders, and to business partners – with comprehensive understanding, proper thought through process, sound analysis with facts
• Demonstrate 360 collaboration within the location and globally to other booking centers in other locations (HK, UAE, SG and Jersey Ldn)
• Demonstrate the right level of empathy and understanding with direct reports, support function colleagues like Ops and stakeholders

Skills

• Academic or Professional Qualification
• Bank training, i.e. mandatory & developmental
• Languages – fluency in business English
• Demonstrable and relevant experience in the Private Banking industry commensurate with this remit and level of responsibility
• Strong people management and coaching skills
• Proven capabilities in growing the business for a team 
• Proven risk management capabilities
• Firm in all business guidelines and compliance issues
• Sound knowledge of financial markets and investment products
• Outstanding communication and presentation skills

About Standard Chartered

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

What We Offer

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• 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 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.

Visit our careers website to learn more about us: www.sc.com/careers.