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
• Korean language proficiency is a MUST
• Mandarin language proficiency is preferred
• 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.