Head Of Client Services and Change Delivery, Private Bank

Job description / Role

Location: Dubai, UAE
Department: Private Bank
Grade: G5
Reports To: COO, Private Bank

JOB PURPOSE

Client Services: Lead team of Client Service Managers (CSM) and CSM Team Leaders, to deliver consistent and high-quality service to Private Banking clients. Provide guidance to Front Office teams (Relationship Managers and CSMs) in executing transactions and other client services (e.g., account opening, periodic reviews, credit, payments, investment transactions), in an accurate and timely manner. Facilitate and promote a smooth working relationship of Front Office teams with support functions.

Business Controls: Foster an effective control environment. Guide CSMs and CSM Team Leaders to minimize operational risks in the Front Office, including all aspects of documentation control. Implement control measures in compliance with regulations and Group Standards. Drive, implement and promote an effective risk management culture and operational framework.

Change Delivery: Initiate and lead projects/initiatives to improve Front Office processes, to deliver step-change in productivity and client experience. Develop a culture of continuous improvement among CSMs and CSM Team Leaders.

RESPONSIBILITIES

Manage a team of Client Service Managers (CSM) and CSM Team Leaders to ensure smooth functioning of the Front Office:
- Ensure quality of daily routine work, in support of Relationship Managers (RMs), RM Team Leaders and Market Heads
- Ensure implementation of control measures to manage operational risks
- Help resolve day-to-day issues escalated by CSM Team Leaders (e.g., complex transactions, account opening cases)
- Exercise delegated authority as required, from Private Bank COO

- Partner Market Heads and RM Team Leaders to identify and resolve issues in the provision of client services. Develop and maintain strong working relationship with other key partners: Operations, Operational Risk, Controls & Supervision, Compliance, etc.
- Act as single point of contact for the implementation of initiatives on Front Office productivity and client experience.
- Channel feedback to various stakeholders at global and local levels (e.g., product, compliance, operational risk, other segments) to help ensure the best results within planned timelines.
- Drive improvements in Front Office productivity and client experience, by generating ideas and leading initiatives to streamline processes and improve technology systems.
- Work with Global change delivery team to develop solutions.
- Ensure implementation of Global and local change initiatives, including coordination of system testing for relevant projects/initiatives.
- Work with relevant teams to enhance the Control environment and culture within the Front Office.
- Develop new processes to meet changes in regulatory requirements; communicate and implement measures to ensure appropriate risk awareness, mindsets and behaviour.
- Manage staffing of CSMs and CSM Team Leaders, to best support RMs, RM Team Leaders and Market Heads in smooth operation of the Front Office (e.g., resolve CSM-RM pairing issues). Periodically review CSM operating model and support ratio.
- Develop professional skills and knowledge of CSMs and CSM Team Leaders, including training, license registrations, and deepening of "knowledge spikes" on specific topics by each CSM Team Leader. Ensure adequate and timely training / documentation of changes in processes, technology systems, business controls and products. Manage career development of CSMs and CSM Team Leaders.

KEY MEASURABLES
- Day-to-day performance of Client Service Managers (e.g., number of new accounts opened, turnaround times, quality of work metrics such as error rates, % completion rates, number of operational risk incidents related to CSMs)
- Results of internal and external audit / regulatory examinations
- Change initiatives and special projects led and successfully completed. Results of initiatives including business results (as applicable)
- People management metrics (e.g., attrition, open positions, employee engagement)

Requirements

Leadership qualities - demonstrated ability to lead by example, role-model desired behaviours, willing to "get hands dirty" to accomplish objective, focus on "win-win" solutions under pressure

Delivering results - performance orientation, disciplined execution of "tough" initiatives, ability to influence and convince stakeholders to "get things done"

Communication, relationship and stakeholder management skills - communicating effectively with RM teams and other stakeholders to drive change, becoming a "valued partner" outside direct reporting line

People and team management skills - manage large team of experienced CSMs and CSM Team leaders, resolve interpersonal conflicts, motivate and inspire staff to deliver their best

Problem-solving skills - analyze complex situations, design effective solutions, prioritize initiatives and implementation efforts to deliver maximum impact

Direct experience of minimum 8-10 years in Front Office client services, Private Bank operations, wealth management products and related processes along with a valid bachelors degree from a reputable university.

About the Company

Standard Chartered Bank started in 1958 in UAE with its first branch in Sharjah. The Group’s business gradually increased in Dubai with the opening of several branches and today, Dubai is the administrative hub of the Middle East and South Asia Region. In its 43rd year, the Bank enjoys the position of having the most extensive branch network among foreign international banks in UAE with 10 branches emirate-wide.

Standard Chartered is an international bank, focused on the established and emerging markets of Asia, Africa, the Middle East and Latin America with an extensive global network of more than 600 offices in over 50 countries. The three principal business groups are Global Markets, Personal Banking and Corporate and Institutional Banking.

In UAE, we are one of the leading banks, offering an extensive range of products and services for personal customers, local companies, multinational corporate and financial institutions.