Treasury Services – Client Service – Solution Centre Team Leader recruitment
Solution Centre Team Lead, Singapore
Job Summary:
The Solution Centre Team Lead role is a AVP/VP level role reporting to the Head of Client Service, ASEAN. The individual will be responsible to lead and manage a team of Solution Centre Representatives in Singapore and ensure that our clients are happy with our services and prospects are confident in our service quality in our Core Cash Liquidity Services.
Primary Functions:
- Leading and Managing a team of Solution Centre Representatives
- Ensure that our customers are happy with service quality provided by the Solution Centre
- Provide coaching guidance to the team members in Solution Centre and to conduct reviews and checks to ensure the service quality of their phone/email/investigation response
- Conduct pulse checks with clients to ensure client satisfaction level. This can be conducted together with Client Service Managers/Account Managers
- Managing of Service Escalation Issues from clients internal stakeholders
- Ensure that Solution Centre is compliance with the Policies Procedures and maintain appropriate risk control and environment
- Tracking Monitoring of Solution Centre KPIs Scorecard to ensure that targets are met
- Drive improvements in the client experience and develop the team through the identification and remediation of training needs
- Drive efficiency go green initiatives to reduce inquiries, reduction of manual inquiries, reduction of paper statements, etc
- Manage the PL of the team.
Skills
Competency Requirements:
- Possesses 5 or more years of client service management experience
- Excellent communications skills both internally and externally: verbal and written (both local language and English).
- Demonstrates market expertise
- Actively demonstrates leadership, influencing and negation skills with a strong knowledge in Cash Management Treasury products a background in Operations will be a plus.
- Maintains composure, energy and professionalism despite job demands and volume of interactions
- Communicates tactfully and empathetically with clients; demonstrates cultural sensitivity and awareness
- Ability to juggle multiple priorities
- Sound knowledge of risk management requirements, regulatory requirements, operational risk management procedures and credit requirements for Treasury Service processes
- Utilizes systems quickly and effectively; fully utilizes applications software. (Microsoft Excel, Word, PowerPoint, etc)
- Understand global implications and effectively deals with cultural diversity and regulatory environments of local global clients (Financial Institutions, Non Bank Financial Institutions, Local Corporations and Multi-national Corporations)
- Bachelor's degree or equivalent experience/training.
January 16, 2012
• Tags: Client Service, Commercial Banking careers in the Singapore, Solution Centre Team Leader recruitment, Treasury Services • Posted in: Financial