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Client Success Specialist
3 weeks ago
As a Client Success Specialist, you will play a vital role in ensuring a seamless onboarding experience for our clients. You will collaborate with various teams to thoroughly scope deals and proactively address potential challenges before the go-live phase.
Your efforts will help minimize impacts on both clients and internal teams, enhancing the overall client experience. In this role, you will manage a diverse portfolio of client implementations across different business lines, working closely with clients and internal partners to ensure a smooth transition.
You will have the opportunity to consult with Sales and Product partners during the early stages of potential new business, contributing to our reputation for excellent client service.
- Take complete ownership to support onboarding of new clients (including e-commerce names) and supplement implementation across all Asia locations
- Engage in client deals and participate in client meetings, visits, and deal reviews
- Spearhead the defined framework of Global Client Service Plus for APAC deals: perform Operational Due Diligence, Production Verification Planning and Testing, Go Live monitoring, and post-go-live metrics review; responsible for remediation and improvement
- Lead continuous improvements proactively and deliver balanced solutions that consider client requirements with the broader goals of the firm in mind
- Identify and escalate issues timely that could impact client deliverables, client satisfaction, or conflict with operations risks and controls
- Provide coordination between various business partners, including the Client Implementation team, Operations, Product Management, Client Service, Technology, etc., to ensure a consistent transformation plan, seamless execution, and strong partnership
- Minimum of 10 years of working experience in Operations, Client Service or related disciplines supporting payment and deposit products
- Demonstrates good understanding of e-commerce business operation, country specific regulatory requirements and supplement client & franchise with innovative on-boarding and operational support solution
- Full understanding of Treasury Services business, operations, dealing with e-commerce on-boarding and technology strategy, as well as payment, deposit and liquidity products
- Proven leadership experience and ability to use appropriate methods and flexible interpersonal style to motivate and build a cohesive team for achieving team objectives
- Strong communication and presentation skills; ability to communicate pro-actively and openly with internal and external business partners – to executive level
- Effective delegating, planning and time management skills to meet deadlines and team objectives
- Adaptability in maintaining standards and adjusting effectively to operate within new work structures, processes or requirements
We are a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company.
