Senior Account Services Specialist

Get to know our Team : We design and provide products and services that empower our customers to enjoy greater banking convenience while they extract more value from their money. In particular, we are focused on promoting and developing healthy saving and investment practices across generations.

Get to know the Role : We are living in exciting times. Technology is reshaping how we live and we want to use it to redefine how financial services are offered, which is why Singtel and Grab are coming together. Singtel is Asia's leading communications group connecting millions of consumers and enterprises to essential digital services while Grab is the leading technology company in Southeast Asia offering everyday services to consumers. Together, we have big dreams to unlock and financial inclusion for people in our region is just one. We want to build a digital bank with the right foundation - using data, technology and trust to solve problems and serve customers.

This person will have the responsibility to provide daily operational support on day to day operational activities. He/she will also be involved in driving and implementing new/existing process automation initiatives.

The day-to-day activities include: Account Services

• Be the subject matter expert in Onboarding and Account Management for Retail and MSME customers.

• Support day to day operational activities within Account Services and ensure adherence to SLA timelines.

• Perform day-to-day eKYC/KYC processing with consistency.

• Review of name screening alerts flagged by the Bank's Name Screening system, focusing on assessing escalated alerts with sound judgment.

• Conduct CDD/ECDD documentation and review on new client onboarding with high quality standards (e.g. consistency, process adherence, productivity).

• Send outbound requests for information to customers (whenever required) to capture critical information for accurate risk assessment as part of the Name Screening and CDD/ECDD process and track these to conclusion.

• Ensure processes are performed in adherence to our Risk and Control framework.

• Regularly review and perform process gap analysis and recommend workflow/process improvement to mitigate risks where required.

• Provide oversight of vendor(s) and ensure key performance indicators and service level agreements are met to support the business objectives

• Understand and analyse key metrics for and collaborate with various teams including but not limited to Business, Product and Technology teams to drive process improvement, enhance customer journey, improve productivity, efficiency and effectiveness of the onboarding and account management process.

• Collaborate with various function leads to review new, existing or potential operational problems, complaints and queries and ensure they are resolved promptly and satisfactorily.

• Drive digitization activities related to Onboarding and Account Management and provide user requirements where appropriate

• Participate in User Acceptance Testing for new processes/workflows

• Drafting and maintenance of new and existing procedures for Onboarding and Account Management

• Cover Team Lead duties and manage the team in his/her absence

• Perform any other ad hoc tasks as and when assigned.

The must haves :

• A Bachelor's Degree in Business Administration / Banking and Finance / Accountancy or a relevant discipline.

• min 5 years of relevant experience in conducting end-to-end onboarding and account management for Retail and MSME customers within the Banking and Finance industry.

• Solid knowledge of Know Your Customer (KYC)& Customer Due Diligence (CDD)concepts.

• Good understanding of the regulatory requirements (i.e MAS 626)and KYC compliance processes for customer onboarding.

• Prior experience with various commercial name screening/ monitoring systems (e.g Actimise, Refinitiv, Dow Jones etc.) will be preferred

• Able to lead and work independently, and proactively providing suggestions and input in a fairly new set up.

• Good analytical and problem solving skills.

• Strong written and verbal communication skills.

• Must be well organised, meticulous and detailed oriented.

• Proven ability to work under pressure and meet deadlines.

• Proven ability to work within a team environment in a productive and supportive manner.

• Ambitious, self-driven and highly motivated individual who can work well in a startup VUCA (Volatile, Uncertain, Complex, Ambiguous) environment.

• Should have a deep desire to excel and develop a career in a fast growing tech company.

• Should have demonstrated integrity and respect in the performance of their duties.