Director, CSM Team Leader

Role overview

Client service and controls

• Drive consistent, high-quality service for Private Banking clients and smooth collaboration between front-office teams and support functions.
• Oversee team quality, performance, and compliance with standard operating procedures and protocols.
• Monitor anti-money-laundering procedures and escalate suspicious activity, account irregularities, and transactions.
• Protect the bank by identifying and mitigating credit, legal, documentation, reputational, and other risks.

Process improvement and transformation

• Support Client Journey transformation, organization and process alignment, and best-practice sharing.
• Deliver enablement projects on time and contribute to process improvement and digital adoption, including the SC PB app.
• Challenge existing processes, identify gaps, and develop solutions with relevant stakeholders.

People leadership

• Coach CSMs through scorecards, performance reviews, and guidance; ensure appropriate staffing, resource allocation, and development opportunities.
• Build a high-performance, transparent, collaborative culture with morale, recognition, ownership, and accountability.
• Promote team cohesion and consistent expertise across markets and teams.

Risk, governance, and conduct

• Implement ongoing and new initiatives that strengthen process controls and meet CSM Scorecard objectives.
• Ensure compliance with Group and Private Banking policies, procedures, ethics, regulatory requirements, and business conduct standards.
• Maintain effective escalation flows and communication routines within the location, across functions, and with Group teams.
• Align operating processes and quality standards with other CSM Team Leads and the Global Transformation Team.

Experience and skills

• Relevant Private Banking industry experience commensurate with the role’s remit and responsibility.
• Direct experience in front-office client services, Private Bank operations, wealth management products, and related processes.
• Strong people-management and coaching skills; proven capability in growing a team’s business.
• Proven risk-management capabilities and firm knowledge of business guidelines and compliance issues.
• Sound knowledge of financial markets and investment products.
• Fluency in business English; outstanding communication and presentation skills.
• Academic or professional qualification and bank training, including mandatory and developmental training.

Workplace

• The posting specifies office working.

Role details