Job Summary:

The successful candidate will be part of Asset and Wealth Management - International Private Bank ASIA. The Client Service  Manager role will provide support to Wealth Management client service teams, Service Managers and clients. The Associate works in a complex team-oriented and fast paced environment with advisors, client service, product partners and operations teams to deliver a seamless and integrated approach across Private Banking products and has escalation and managerial responsibilities. 

As an Associate, you are responsible for providing exceptional leadership and effective supervision and oversight of a team of Client Service Specialist (CSS). You are the SME “Subject Matter Expert”. You are accountable for end to end ownership of the client and employee experience, including service levels, satisfaction, and overall performance of the team. To be successful, you will need to build and maintain a winning team. Day to day, you will deliver tactical and strategic solutions in a highly controlled and regulated environment in order to meet objectives in a fast changing and dynamic environment.   

Operating hours: ASIA/APAC hours

Job Responsibilities:

Subject Matter Expert of International Private Bank Payments process; Initiate cases and rekey tickets Manage team’s daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures Research, follow-up and resolve escalated client issues and problems through effective interaction with key partners Meet with internal partners regularly to ensure service expectations are met Understand and comply with regulations, policies and procedures related to these products and services, and reinforce with their team the possible financial liabilities of the transactions associated with these products and services if they are not executed properly Share in review of key daily, weekly and monthly metrics for CSS teams Evaluate CSS Team performance by using key metrics and performance measures to provide feedback via email, informal discussions, quarterly/semi-annual performance meetings and annual review process Provide exceptional client service and flawless execution on client requests, inquiries  and transactions such as money movement, security transfers, and loan transactions including escalated research requests Lead process improvement initiatives and engagement activities Provide direction surrounding HR matters, talent development, and disciplinary action Participate in recruiting efforts and process enhancements to maintain staffing levels of CSS teams

Required qualifications, capabilities and skills: 

Subject Matter Expert of Payments/Money movement  Strong leadership and management abilities  Have led and managed process improvement projects; Experience in facilitating project meetings with stakeholders Solid communication, time management and interpersonal skills; must be able to diffuse conflict diplomatically Ability to adapt to a rapidly changing business and technology environment; must be a change leader  Disciplined approach to managing and acting upon key daily reports Extremely organized and detail oriented, expert in using reporting tools