Global Client Services Manager

Experience a seamless onboarding journey with Global Client Service+, where we partner with you to proactively address potential challenges and ensure smooth transaction flows from implementation to full product usage.

As an Onboarding Specialist within the Global Client Service Plus team, you play a crucial role in ensuring a seamless onboarding experience for our clients. You will collaborate with various teams, including Implementations, Sales, Product, and Client Service, to thoroughly scope deals and proactively address potential challenges before the go-live phase. Your efforts help minimize impacts on both clients and our 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. Join us in making a meaningful impact and fostering a culture of collaboration and innovation.

Job responsibilities

• 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.
• Present business updates to Senior LOB Executives.

Required qualifications, capabilities, and skills

• 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
• Bachelor's Degree or equivalent

Preferred qualifications, capabilities, and skills

• Full understanding of Treasury Services business, products and operations
• Strong analytical skill, self starter and drive transformation independently
• Effective delegating, planning and time management skills to meet deadlines and team objectives
• Written and spoken Mandarin Chinese skill is preferred as there is requirement to support China clients