Client Service Manager at Standard Chartered Bank Kenya

Key Responsibilities

Provide robust operational and client service support to assigned Relationship Manager(s) to help achieve financial and service targets.Deliver high-quality service to existing and prospective clients through effective follow-up, engagement, and relationship management.Support referral generation across Wealth, Balance Sheet, and Mortgage solutions by coordinating next steps and client needs.Manage client relationships and portfolios during Relationship Manager absence (e.g., leave), ensuring continuity of service.Complete and support key client lifecycle and governance activities on time, including:

• Periodic Reviews (PR), Triggers Review (TR), Source of Wealth, Local Client Committee (LCC) submissions
• Financial Crime Compliance (FCC) actions and credit renewals
• Complaints handling, credit reports, deceased and dormancy account processing
• Execution & Advisory Wealth Trades processing, asset transfers, and Foreign Exchange (FX) processing

Skils and Qualifications

Experience & knowledge

• Minimum 2 years’ client service experience, ideally in banking or financial services (e.g., bank, investment office, fund manager, private banking environment).
• Understanding of banking practices, regulations, and internal policies/procedures; familiarity with investments and global market context is an advantage.
• 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—able to explain outcomes without exceeding delegated authority.
• 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

• In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.