Head, Trade Client Service

Overview
Leading and managing a team of Client Service managers to deliver consistent and reliable service on Trade Finance transactions to Tier 1 Clients in line with their service needs to enable Winning through Service. Operating with a deep understanding of client business and the products they operate. Empowered decision making by taking ownership of transactions and inquiries and leveraging Operations and other stakeholders to ensure that service standards are fulfilled.
Responsibilities
Overall Responsibilities:
Lead and manage the Client Service team and implement the agreed client value proposition for Tier 1 clients in line with Trade’s Target Operating Model.
Drive Group Client Services’ KPIs on Proactive and Reactive Service Management
Handle escalations from Tier 1 clients and ensure quick and satisfactory resolution.
Ensure meeting of targeted SLA adherence and TAT for Tier 1 clients in collaboration with relevant Processing Operations teams
Ensure client queries are resolved within agreed TAT for Tier 1 Clients
Provide oversight for overdue queries and complaints.
Arrange meetings with Tier 1 (ex-priority) clients at agreed frequency.
Engage Product Operations Team for advisory on complex deals or based on requests from clients.
Institute forums to discuss and address recurring client queries and find solutions.
Process, Premium Service, Productivity and Budgetary Management
Manage Client Service team’s daily operations according to the laid down procedures and standards of service and ensure that team complies with applicable:
Generic Product Program and Country Product Addendum
Money Laundering Prevention Procedures and report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager
Sanctions policy & procedures
Group Policies / GDOI
Legal & Compliance Policies
Ensure handling of Queries/Complaints as per the Documental Operating Instructions manual, customer’s instructions and within the timeliness and accuracy standards specified.
Ensure all referrals are accurately checked and responded correctly within the agreed SLA and in compliance with statutory, regulatory and internal operational instructions.
Take ownership of all Tier 1 client service queries/complaints until satisfactory resolution.
Ensure prioritisation of Tier 1 clients from a processing standpoint to achieve targeted TAT for their transactions.
Monitor and uplift Utilisation for Tier 1 clients as per target set
Meet tier 1 clients to obtain feedback and suggestions on service improvement.
Engage Tier 1 clients on regular analysis of frequent queries and work with Product Operation Team to drive actions for reductions.
Monitor Key Metrics of the Service Performance Scorecard around reduction in queries and query TAT, service quality enhancement and digitization index increase and initiate actions with tier 1 clients, stakeholders and product operations as required.
Achieve KPIs set by Head of Trade Services, Singapore / COO Trade, ASEAN which are specific to Singapore or ASEAN region.
Assist Head of Trade Services, Singapore / COO Trade, ASEAN in managing the running cost of the team to meet or exceed the budgetary target.
Assist Head of Trade Services, Singapore / COO Trade, ASEAN for collaboration with Technology on futuristic digital opportunities, pre-empt disruptive forces and commercialise innovative use of technologies.
Assist Head of Trade Services, Singapore / COO Trade, ASEAN to achieve the financial performance targets of front-to-back operations and to drive the respective country to prioritize investments into making client journey simpler, faster, better.
Challenge status quo in driving courageous conversations of doing business with Right Clients with a sustainable cost/ income ratio.
Governance & Risk Management
Immediate escalation of all queries/complaints received from regulators.
Ensure control standards are adhered to and met.
Continuous update of service CDOI and dissemination of relevant information to team.
Proactive identification of risks and concerns including escalation to all relevant stakeholders.
Monitor complaints and completion of corrective action.
Support to effectively implement all operational, regulatory, and financial control measures and monitoring plans for compliance and control standard as per the defined Enterprise Risk Management Framework.
Proactively communicate with the Business Unit Head and Business Risk Manager (BRM) on operational risk issues. Escalate significant events to Business Unit Head /BRM as appropriate. Support operations team pre/post audits and assurance reviews.
Provide support on any regular and ad hoc tasks related to unit operational risk management assigned by BRM from time-to-time.
Embed the Group’s values and code of conduct. Develop a robust culture to ensure adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees.
Business Continuity Management
Assist Head of Trade Services, Singapore / COO Trade, ASEAN to ensure an adequate Business Continuity Management ("BCM") plan is in place across the business, to facilitate continuity of critical business operations in the event of significant business interruption.
People And Talent
Train up team members to maximize the productivity of resources available and to ensure that they have the required level of expertise to answer customers’ queries and apply the operational standard required by the