Head, FSS Client Solutions AME – Standard Chartered – Dubai

Work : Procedures

Major Location
: Africa & Center East-United Arab Emirates-Dubai

: Full-period

Employee Position
: Long lasting

Posting Day
: 24/Aug/2021, 11:28:59 PM

Unposting Time
: 07/Sep/2021, 5:59:00 PM

About Standard Chartered

We are a respected international bank centered on helping companies and folks prosper across Asia, Africa and the center East.

To us, good performance is a lot more than switching a profit about. It’s about showing the way you embody our valued behaviours – do the proper thing, better rather than settle – in addition to our brand promise collectively, For good here.

We’re focused on promoting equality at work and generating an inclusive and versatile tradition – one where everyone can realise their complete potential and create a positive contribution to your organisation. Therefore helps us to supply better support to your broad clientele.

The Function Responsibilities


  • Financing and Securities Solutions (FSS), a division within Financial Markets, covers all Securities Services Customer businesses solutions – Custody, Clearing, Fund and fiduciary Services, Securities Lending, Cash Markets and Prime Providers, and also Utilities services -Funding Table, Credit Valuation Adjustment, and the Analytics and Modelling Team.
  • The main element objective of your client Solution team would be to generate an unparalleled client knowledge for our customers across our footprint. This will be consistent and uniform across all booking locations. The mandate of the united team commences from post sales to day-to-time servicing of our clients. The core function of the team includes implementation, local service management, customer providers for both Securities Primary and Services Brokerage. This united group will become a conduit between Top Office and Operations, making sure a seamless handshake between both ongoing celebrations, and a streamline day-to-day servicing. This group will project-manage strategic implementation being an upshot of client mandates also, SCB (electronic.g. Subsidiarization) or regulatory motivated (electronic.g. Brexit) initiatives.
  • FSS deems Client Options as essential to the achievement of FSS. Hence, ensuring the correct folks are chosen in the regional opportunities is critical to the entire success of the event.

ADVANCED Objectives:


  • Create a high performing Customer Solutions Group to oversee the evolvement of your client Experience.
    • Manage, motivate and develop a different team of high-talent Customer Solutions representatives.
    • Promote a person centric lifestyle and the related behavioral changes.
    • Develop methods and processes to aid the brand new technology solutions.
  • Lead to the final end to get rid of client contact procedures and their associated customer experience, supporting cross business initiatives to operate a vehicle improvements, improve performance and reduce problems.
  • Ensures consistency of client administration collateral and approach in every locations that responsible
  • Represent the Voice of your client, championing improvements and switch over the client experience, drive influence and modification future change/projects to aid and achieve improvements inside the client experience.
  • Improve the quality of customer interactions, ensuring high quality assurance, compliance, lawful and regulatory obligations are usually met across just about all interactions. Measure effectiveness via customer centric KPIs which are usually distributed to stakeholders.

talent and


  • Build and create a high performing useful management team to aid the function
  • Lead through illustration and build the correct values and culture. Set appropriate anticipations and tone from their group and function in collaboration with the many stakeholders communities.
  • Drive plans of progression and growth opportunities.
  • Ensure the provision of continuous development and training, ensure that direct reviews are suitably competent and qualified because of their functions ensuring that they will have effective supervision set up to mitigate any dangers
  • Employ, engage and retain top quality people
  • Established and monitor work descriptions and goals for direct reviews and offer feedback and rewards consistent with their functionality against those duties and objectives
  • Set clear goals and quantifiable measurement for Customer Options (CS) Reps and take part in constructive feedback during overall performance cycles

Risk Administration

  • Uphold highest degree of code of carry out to make sure full compliance with rules, policies, and procedures.
    with applicable Cash Laundering Prevention Processes and
  • Comply, in particular, statement any suspicious action to the machine Money Laundering Prevention Worldwide and Officer Client Solutions Head
  • Collaborate with Sales and Danger and Handle to align incident/complaint managing procedure and program functionalities to meet up the strategic Focus on Operating Design (TOM) and Service Design / Framework specifications

Regulatory & Business Conduct

  • Display exemplary carry out and live by the Team’s Code and Ideals of Conduct.
  • Take personal obligation for embedding the best standards of ethics, which includes regulatory and company conduct, across Regular Chartered Bank. This consists of understanding and making sure compliance with, in spirit and letter, all applicable laws, rules, recommendations and the combined team Code of Conduct.
  • the Africa &amp

  • Lead; Middle East (AME) Customer Solutions function to attain the outcomes lay out in the Bank’s Carry out Principles: Good Outcomes for Customers; Effective Financial Marketplaces; Financial Crime Compliance; THE PROPER Environment.
    and collaboratively determine
  • Effectively, escalate, mitigate and resolve danger, compliance and conduct matters.

Crucial Stakeholders

  • Carefully liaises with Financial Marketplaces/Securities Services Functions (FM/SSO) to define typical standards for IT Operations (ITO) to look at in handling the operational connection with clients, beneath the auspices of the entire client management model
  • Communicates Client Management technique to business companions where necessary to ensure knowledge of Client Management concepts
  • Works together with RMs closely, Securities Providers (SS) Heads and Item Management to define customer requirements and prioritise appropriately


  • Relevant Banking Industry experience
  • Relvant Client Service experience
  • Experience in capital marketplace industry is preferable, in AME region especially.
  • Leadership skills inside a matrix environment.

Connect with join the Bank for all those with big profession ambitions now.

To view info on our advantages including our versatile working please go to our career web pages. We welcome conversations on versatile working.

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