Associate Manager - Client Servicing
Standard Chartered Bank
Tianjin, China, Asia

About Standard Chartered

We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation.

This in turn helps us to provide better support to our broad client base. The Role Responsibilities :


Awareness and understanding of the Group’s business strategy and model appropriate to the role.


Awareness and understanding of the wider business, economic and market environment in which the Group operates


  • Excellent oral / written communication skill / good system skills. In addition to English the candidate should have excellent oral / written communication skills in both Cantonese and Mandarin languages.
  • Exposure to Regional / Domestic Settlements and Corporate Actions operations, SWIFT Tags. Hands on experience in handling systems such as Clearstream / Euroclear / BBH and added advantage.
  • Knowledge of various settlement markets and swift message formatting

  • Knowledge of allied products like Fund services and reference data will be an added advantage
  • Innovative thinking and having an aptitude / appetite for process improvements
  • The person should have handled Global Custody Settlement Process (DVP / RVP and FOP trades )And end-to-end of mandatory and voluntary corporate action events in a multi-market / global environment of equity and debt instruments
  • People and Talent

  • At least two years of People management skills. Flexible in Shifts.
  • Good people management skills, problem solving ability, service delivery monitoring, staff training, driving process improvement and error reduction etc.
  • High engagement and team motivation skills are required.

  • Experience in operations relating to International Central Securities Depositories like Clear Stream / Euro Clear would be a distinct advantage
  • Risk Management

    The ability to interpret the Group’s financial information, identify key issues based on this information and put in place appropriate controls and measures


  • Good understanding of the Custody Process and systems. (SeCCure / CAPE and GEMS) good analytical skills to evaluate the client enquires and aim to resolve the queries within the prescribed time frame .
  • Ensuring that all the queries and processing queues are cleared / escalated at EOD.G ood Understanding of the Core Custody process and the markets .
  • BAU escalation handling
  • The person should also have good system skills, problem solving , analytical , handling multiple geographies, workflow management, second layer / linkage b / w manager and the team members , driving synergies between operations to enhance the TAT to the client, contributing innovative ideas for better productivity, risk reduction process controls, training etc and Process supervision and people management skills.
  • Drive continuous process improvement, conduct service review meetings, monitor SLAs and serve as SME for Global Custody Settlement and Corporate Actions process.

    Responsible for RCA and Escalation management, Review of staff productivity and efficiency , SLA monitoring , EOD checks and quality checks for the process, driving automation and simplification of the process suiting the client needs.

  • Review of CST samples prior to submission to the Risk team. BCP Co-ordination with location counterparts .Co-ordination with Client Engagement team on the feedback from clients and how to improve the Transactional services suiting the client needs and requirements.
  • Evaluates, leads, delivers and implements effective and efficient client service
  • Engages in efforts to meet assigned Trade client service goals by supervising and delivering projects
  • Manages escalations and leads management of client queries, communication with clients and tasks that contribute to the overall client service initiatives
  • 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.

  • Lead the client service 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. *

  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
  • Key Stakeholders :

    Country staff, Clients


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