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Director, Wealth Client Journey
senior · Consulting
Job Description Apply now Requisition Number: 59889 Job Location: Kuala Lumpur, MYS Global Grade: Band 5 Work Type: Office Working Employment Type: Permanent Posting Start Date: 10/08/2026 Posting End Date: 24/08/2026 Job Description:Job Summary
Lead the design, governance and continuous improvement of the end-to-end wealth client journey across acquisition, onboarding, needs discovery, advisory, product recommendation, execution, portfolio review, financing, servicing, retention and deepening. The role translates the Wealth Solutions and Affluent Distribution strategy into clear client journeys, frontline playbooks, digital and process enhancements, and measurable business outcomes. The role works across Relationship Managers, Investment Advisors, Treasury Specialists, Insurance Specialists, Digital, Marketing, Operations, Risk, Compliance, Analytics and Product teams to simplify how clients experience wealth management, improve RM productivity, strengthen controls and deepen client relationships.
Key Responsibilities
Strategy
• Define and own the country wealth client journey vision, roadmap and design principles across client segments and channels.
• Translate business priorities into clear journey outcomes, including client activation, wealth penetration, assets under management growth, fee income growth, digital adoption, client retention and improved client experience.
• Prioritise high-impact journey improvements across onboarding, client suitability, portfolio review, wealth financing, structured investment journeys, campaign fulfilment and servicing.
• Create a consistent “OneWealth” operating rhythm so Investment, Treasury, Insurance, Affluent Distribution and Digital teams deliver an integrated client experience rather than product-led silos.
Business
• Own the commercial performance framework for wealth journeys, including journey conversion, product penetration, client deepening, RM productivity, balances growth, assets under management growth and recurring fee income contribution.
• Design lifecycle journeys for new-to-bank, emerging affluent, Priority, Priority Private and existing wealth clients, with clear moments of engagement, propositions, review cycles and next-best-action triggers.
• Work with distribution teams to embed client journey playbooks into branch, RM, specialist and digital channels.
• Partner with Product, Portfolio Advisory and Marketing to ensure campaigns, investment propositions and client events are sequenced around client needs and portfolio gaps.
• Monitor journey performance, identify leakage points and recommend management actions to improve activation, conversion, retention and client satisfaction.
Processes
• Map current-state and target-state client journeys, identify pain points and remove unnecessary hand-offs, duplicate documentation, manual rework and channel inconsistency.
• Lead process simplification for key wealth journeys, including client onboarding, client profiling, suitability, investment order capture, wealth financing, portfolio review and post-sale servicing.
• Establish journey standards, service level expectations, role clarity, checklists and governance forums for consistent execution.
• Partner with Digital, Operations and Technology teams to deliver journey improvements through digital tools, workflow enhancements, dashboards and straight-through processing where appropriate.
• Ensure journey changes are operationally practical, measurable and supported by clear communication, training and adoption tracking.
People & Talent
• Build frontline confidence by equipping RMs, Investment Advisors, Treasury Specialists and Insurance Specialists with practical journey playbooks, client conversation guides and training.
• Lead cross-functional squads or working groups to deliver agreed client journey outcomes.
• Coach team members and stakeholders on client-centric design, disciplined execution, conduct expectations and data-led performance management.
• Promote collaboration, clarity of ownership and shared accountability across Wealth Solutions and Affluent Distribution.
Risk Management
• Embed conduct, suitability, disclosure, treating-clients-fairly and risk-control requirements into all client journeys and supporting playbooks.
• Work with Risk, Compliance, Legal and Operations to identify, escalate, mitigate and resolve journey-related risk, control and regulatory issues.
• Ensure journey design does not compromise product governance, client suitability, sales supervision, documentation, record keeping or complaint handling requirements.
• Use data and feedback to identify recurring control gaps, client friction points and root causes of operational errors.
Governance
• Establish governance forums, management information and decision logs to track journey priorities, delivery status, risks, dependencies and benefits realisation.
• Maintain clear ownership for each journey step across business, product, advisory, operations, digital and distribution teams.
• Ensure changes to processes, tools and playbooks are appropriately approved, communicated, documented and embedded.
• Support senior management reviews with evidence-based insights on client journey performance, key risks and recommended interventions.
Regulatory & Business Conduct
• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank.
• Understand and ensure compliance, in letter and spirit, with all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key Stakeholders
• Client Relationship teams, Investment Advisors, Treasury Specialists, Insurance Specialists, Affluent Segment Proposition, Wealth Solutions, Digital Banking, Marketing, Operations, Retail Analytics, Client Experience, Risk, Compliance, Legal, Technology, contact centre teams and external partners where relevant.
Other Responsibilities
• Embed Here for good and the Group’s brand and values in Malaysia Wealth Client Journey.
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
Skills and Experience
• Customer Focus: Builds strong client relationships and delivers client-centric solutions.
• Collaborates: Builds partnerships across product, advisory, distribution, operations, digital, risk and compliance to meet shared objectives.
• Strategic Mindset: Sees future possibilities and translates them into practical client journey strategies.
• Decision Quality: Makes timely decisions using client insights, commercial data, risk considerations and business priorities.
• Manages Ambiguity: Operates effectively when the target journey, system state or stakeholder ownership is not yet fully clear.
• Drives Vision & Purpose: Creates a compelling vision for better wealth client experiences and motivates others to act.
• Gives Clarity and Guidance: Provides direction, removes obstacles and clarifies ownership across complex journeys.
• Action Oriented: Moves quickly on high-impact journey improvements and execution blockers.
• Instils Trust: Builds confidence through integrity, transparency and disciplined follow-through.
• Develops Talent: Builds capability in journey design, client conversations and disciplined execution.
• Client Journey Design
• Wealth Management Proposition
• Advisory and Portfolio Review Process
• Digital Wealth and Process Transformation
• Conduct, Suitability and Product Governance
• Data-led Sales and Client Lifecycle Management
Qualifications
• Education: Bachelor’s degree. Business, finance, economics, engineering, technology or related disciplines preferred.
• Training: Wealth management, client experience, journey design, agile delivery, conduct risk, product governance and sales management training preferred.
• Licences: FIMM and IPPC, where required for local responsibilities.
• Membership: CFP, CFA, CAIA or equivalent professional qualification preferred.
• Certifications: Journey design, design thinking, agile delivery, project management or data analytics certification preferred.
• Languages: English, Mandarin and Malay preferred.
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.
Together we:
Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
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.