The Client Service Manager at Standard Chartered Bank Kenya is responsible for providing robust operational and client service support to assigned Relationship Manager(s) to assist in achieving financial and service targets. This role focuses on delivering high-quality service to existing and prospective clients through effective engagement and relationship management, ensuring continuity of service and adherence to governance standards.
Key Responsibilities
- Client Support: Provide operational and client service support to Relationship Managers to help meet financial and service targets.
- Relationship Management: Deliver high-quality service to clients through effective follow-ups, engagement, and portfolio management.
- Referral Generation: Support referral generation across Wealth, Balance Sheet, and Mortgage solutions by coordinating client needs and next steps.
- Service Continuity: Manage client relationships and portfolios during the absence of Relationship Managers (e.g., leave).
- Lifecycle & Governance: Complete and support client lifecycle activities including Periodic Reviews (PR), Triggers Review (TR), Source of Wealth, and Local Client Committee (LCC) submissions on time.
- Compliance: Handle Financial Crime Compliance (FCC) actions, credit renewals, complaints, and credit reports.
- Operational Processing: Manage deceased and dormancy account processing, Execution & Advisory Wealth Trades, asset transfers, and Foreign Exchange (FX) processing.
Requirements
- Education: BA/BSc/HND degree in a relevant field.
- Experience: Minimum 2 years’ client service experience, ideally in banking or financial services (e.g., bank, investment office, fund manager, private banking environment).
- Knowledge: Understanding of banking practices, regulations, and internal policies/procedures; familiarity with investments and global market context is an advantage.
- Qualifications: A financial qualification is advantageous (or a clear commitment to working towards relevant certifications).
Core Skills
- Strong client service and relationship management capability with confidence handling daily client interaction (calls and correspondence).
- Clear, professional verbal and written communication with sound judgement.
- Strong attention to detail and operational discipline; able to process transactions accurately and manage multiple tasks to tight timeframes.
- Problem-solving and negotiation skills to handle complex client instructions and resolve issues end-to-end.
- Risk-aware mindset (including AML/financial crime vigilance) and comfort working with governance processes and documentation standards.
- Collaborative team player—willing to support across the team and work effectively with Relationship Managers, Operations, Compliance, and other partners.
What We Offer
- Competitive salary and benefits in line with the Fair Pay Charter.
- Retirement savings, medical and life insurance.
- Generous time-off: Parental/maternity leave (20 weeks), sabbatical options (up to 12 months), and volunteering leave.
- Flexible working options (home/office and flexible patterns).
- Wellbeing support through the Unmind platform and global Employee Assistance Programme.
- Continuous learning culture with access to physical, virtual, and digital learning for upskilling.
How to Apply
Interested and qualified candidates should apply online via the Standard Chartered Bank careers website. Follow the link provided to access the official application portal.
