The Director of Client Service will play a key leadership role responsible for leading a group of Client Service Representatives to onboard corporates and high net worth individuals (HNWIs) clients, and to ensure various departments of the organization to deliver satisfactory top-tier financial and technical services to the clients. The ideal candidate should have a strong educational background, have a proven track record of leading a client service team serving enterprise clients in a commercial bank or private bank, possess excellent communication skills in both English and Mandarin, and exhibit high emotional intelligence (EQ) and agility.
Key Responsibilities:
1. Build and maintain strong relationships with clients, understanding their needs and ensuring the highest level of service delivery.
2. Lead, mentor, and develop a team of client service professionals to ensure high performance and professional growth.
3. Develop and implement client service strategies, policies, Standard Operating Procedures (SOPs) and standard templates to ensure efficiency and excellence in service delivery.
4. Collaborate with internal and external stakeholders to align client service initiatives with overall business goals.
5. Quickly adapt to changing client needs and market conditions, providing innovative solutions and maintaining client satisfaction.
6. Establish and monitor key performance indicators (KPIs) to evaluate the effectiveness of client service activities and implement improvements as needed.
7. Ensure all client service activities comply with relevant regulatory requirements and industry best practices.
8. Identify opportunities for process improvements and drive initiatives to enhance the client experience.
9. Work closely with the technology team to implement the relevant systems to industrialize processes and capture data and KPI.
10. Cooperate with relationship managers to address client queries and requests.
Qualifications and Requirements:
1. Master’s or Bachelor’s degree from a leading university.
2. Proficient in both English and Mandarin, with strong written and verbal communication skills in both languages as one needs to manage our English and Chinese-speaking clients and stakeholders.
3. Minimum of 8 years of relevant experience serving enterprise clients in commercial banks and/or private banks, of which at least 3 years of proven experience in leading teams.
4. Excellent communication, negotiation, and interpersonal skills with a high level of emotional intelligence (EQ).
5. Demonstrated ability to build and maintain relationships with clients and stakeholders
6. Outgoing and personable individual who can easily build rapport with clients and team members.
7. Experience working in both Singapore and China, with a good understanding of the working cultures and business environments in both regions.
8. Knowledge of the crypto industry is a plus.
