Job purpose:
This is a key role which connects the client with all teams within the Global Payments Business – Trading, Sales, Operations, IT as well as correspondent banking clients.
The candidate will lead the client management team in Singapore and manage the day-to-day activities of the region.
Primary Responsibilities:
- Assist with on-boarding new clients which includes communication of the products available along with live or web training as needed
- Work with all internal teams in the Global Payments Business to assist with resolving client issues and ensuring client satisfaction
- Keep clients up to date on all available system features and currency specific issues and requirements
- Ensure sufficient coverage to support continuous level of client service
- Identify and raise automation, bugs and enhancement request
- Support development team with testing of allocated features, bugs and enhancement request
- Reviewing team efficiencies and closing training gaps.
- Manage regional escalations
- Working with Heads of Client Services to deliver on defined internal and external SLAs
- Work with regional customers and stakeholders to identify holistic solutions that can be implemented globally changing the mindset of the team from incident driven to overall customer experience
- Ensuring equal allocation of team workload
- Train up new Joiners within the team
- This list of responsibilities may not be all-inclusive and can be expanded to include other duties or responsibilities as needed
- Travel for client visits and events when required
Knowledge and Experience:
- Bachelor’s degree in business, finance, economics, and/or equivalent work experience
- 7+ years’ relevant experience in financial industry
- Previous client support/management experience is mandatory
- Previous experience in team management is mandatory
- Able to communicate with Korean clients
- Market knowledge about payment system an advantage
Qualification and Skills:
- Proficiency in Microsoft Office products including Excel.
- Self-reliant and confident working within a small team with exposure to key business stakeholders.
- Strong attention to detail and accuracy.
- Excellent written and verbal communication skills.
- Excellent planning, organisational and time management skills.
- Communicating and coordinating work efforts with other employees and organisations.
- Excellent critical thinking/problem solving skills
- Ability to work with minimum supervision while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
