Head, Client Services

**Job Summary**
- Country Head of Client Services - to plan and control staffing, deployment, training, appraisals, and all other personnel matters relating to staff in the team.
- Encourage and foster a highly collaborative and supportive working environment where staff at all levels put the best interest of clients at the center of everything the team does.
- Effective performance management of all staff to ensure rewards are merit based and results driven.
- Execute team operating standards set out by the Global Head of Client Services as independent quality assurance within the team to ensure highest standards of service execution and related client communication.
- Ensuring participation of training modules by team members and track training completion. Operational Excellence
- Assist in implementation of service and efficiency improvement initiatives in Securities Services and facilitate transfer of best practice.

To deliver the right level of client service and advice to Securities Services clients in all interactions for their transactional enquiries complains, and other service-related issues based on the client tiering model.
- Responsible for serving as primary contact person for clients and internal staff for advice, enquiries, complaints and any other service issues.
- Deliver excellent service against agreed service standards and in line with client satisfaction criteria.
- As an internal voice of client, work together with BAMs, Operations, Technology, and other key internal stakeholders to solve client issues timely with no/mínimal escalation and identify opportunities to improve overall service for the clients.
- Foster long lasting relationships and rapport with premier clients at the transactional / operational level.
- Works with the BAM team to manage existing/strategic clients to maximize client satisfaction and long term contribution to the bottom line Champion client incident management by ensuring timely rectification and escalation where required. Ensure root cause analysis is completed and preventative measures are implemented effectively. Service level reviews conducted in a planned manner with appropriate engagement from internal stakeholders (i.e. key BAM and/or SSO participation if needed)
- Identify opportunities for service improvement based on useful metrics and demonstrate results

business opportunities.**Key Responsibilities**
- Primary point of contact / escalation for external clients in terms of providing solutions, enquiries, complaints, resolving of discrepancies and transactional errors.
- Ensure the provision of the highest standards of client service in response to client enquiries and complaints in order to deliver best in class client service.
- Ensure incidents are managed and resolved in a timely manner. Actively engage with internal stakeholders and support functions to overcome obstacles in resolution of incidents while providing timely updates to client and internally on progress made.
- Maximize the GEMS work tool to gain efficiency in directing and resolving client queries along with incident escalation protocol.
- Proactive client engagement and regular “pulse checks” for premier clients through due diligence visits, service reviews, proactive communication of market news, deeper understanding of clients’ need end-to-end, questionnaires completion, RFP, etc.
- Use GEMS incident user interface to ensure client complains are logged timely and accurately for auto system escalation communications to the appropriate senior management levels responsible to ensure full resolution of client issues and regularly update client on progress if the issue is taking longer than expected.
- Maintain a professional and positive SCB image through all interactions with clients.
- Continually identify opportunities to improve client efficiency and performance, through e.g. optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities.
- Participate in annual or as agreed Service Reviews for premier clients.
- Reviewing service performance with the clients and generate ways to continuously improve service level standards
- Periodically, accompanying BAMs on sales calls to sell our service capabilities and/or to resolve clients’ operational and service issues
- Provide pro-active client updates
- Leveraging on metrics and client insights to understand client’s needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage, up-selling and cross-selling etc.
- Making proactive calls on clients to improve the utilization level of facilities, increase transaction volume, identify opportunities for channels and referrals for the business
- Build trusted partnerships with clients at the daily transactional / operational level

**Skills and Experience**

**Strategy**
- Our strategy: Fully understand the Financing Securities Services (FSS) Business and Operations str