Job purpose:

• This is a key role which connects the client with all teams within the Global Payments Business – Trading, Sales, Operations, IT as well as correspondent banking clients.
• The candidate will assume the role in the client management team in Singapore and help to support and oversee the day-to-day activities of the region.

Primary Responsibilities:

• Leading on-boarding of new clients which includes communication of the products available along with live or web training as needed.
• Proactively engaging with all internal teams in the Global Payments Business to assist with resolving client issues and ensuring client satisfaction.
• Keeping clients up to date on all available system features and currency specific issues and requirements.
• Ensuring sufficient coverage to support continuous level of client service.
• Identifying and driving automation, bugs and enhancement request.
• Supporting development team with testing of allocated features, bugs and enhancement request.
• Reviewing team efficiencies and closing training gaps.
• Documenting and communicating key process/product changes to global CS teams to ensure continuity/consistency and build knowledge across regional teams.
• Managing and resolving regional escalations.
• Working with regional customers to identify holistic solutions that can be implemented globally changing the mindset of the team from incident driven to overall customer experience.
• Helping team members to maintain the equal allocation of team workload.
• Training new Joiners within the team
• Working with Head of Client Services to deliver on defined internal and external SLAs.
• This list of responsibilities may not be all-inclusive and can be expanded to include other duties or responsibilities as needed.
• Travel for client visits and events when required.

Knowledge and Experience:

• Bachelor’s degree in business, finance, economics, and/or equivalent work experience
• 5+ years’ relevant experience in financial industry
• Previous client support/management experience is mandatory
• Korean language at proficient/mother tongue level is a MUST.
• English will be the expected business language for majority of other external and internal clients, hence a MUST.
• Market knowledge about payment system an advantage

Qualification and Skills:

• Proficiency in Microsoft Office products including Excel.
• Self-reliant and confident working within a small team with exposure to key business stakeholders.
• Strong attention to detail and accuracy.
• Excellent written and verbal communication skills.
• Excellent planning, organisational and time management skills.
• Communicating and coordinating work efforts with other employees and organisations.
• Excellent critical thinking/problem solving skills
• Ability to work with minimum supervision while understanding the necessity for communicating and coordinating work efforts with other employees and organisations.