AVP/Senior Associate, SFSO Custody - Client Service Management, Institutional Banking Group Operations (IBGO), Group COO

DBS · Singapore

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Business Function

Group Operations enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Operations, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

About the role

Acts as the point of contact for assigned Securities Services clients on all matters pertaining to its custodial relationship with the bank, ensuring delivery of high service levels, and consistent overall customer experience.

Expected end results / KPIs:

• 100% compliance with Client’s Service Level Agreement (SLA) / Client Service Level Standard (SLD)
• Regular contact with clients: service review frequency as agreed with clients
• Maintain a satisfactory or better
  rating in the service review scorecard
• Timeliness and accuracy of query responses.

Responsibilities

• Work closely with Operations team to ensure that all Service level standards are duly met.
• Review and ensure solid understanding of client requirements and compliance with Service Level Agreement / Service Level Standard.
• Maintain regular contact with clients to obtain feedback on service levels. Initiate service review at frequency as agreed with client. 
• Be the voice of the customer, take ownership for solutions.
• Facilitate query handling to ensure timeliness and accuracy of responses.
• Monitor regional and global markets for new developments, analyze the impact of market developments and regulatory changes, and prepare Newsflashes, Custody Insights on specific topics of interests.
• Ensure effective and timely client communication on areas of client impact, including Bulletins, Operations queries, questionnaires.
• Initiate issue escalation to the relevant Unit Heads when necessary.
• Maintain MIS on client AUC and activity for internal reporting/reference

Requirements

• Bachelor's Degree preferred with direct experience within business operations, sales or management environment in Corporate Account Services.
• Demonstrate ability to provide outstanding client service at a senior level.
• Demonstrate excellent communications and interpersonal skills with ability to build strong client relationships.
• Demonstrate effective presentation skills, comfortable with audience of senior level professionals
• Independent, proactive and self-motivated

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