Vice President, Client Onboarding

The Vice President, Client Onboarding (Internal title: Client Onboarding Sr Mgr - C13) accomplishes results through the management of professional team(s) and department(s). Integrates subject matter and industry expertise within a defined area.

Business/ Department Objectives: Team lead and will be part of the Treasury and Trade solutions (TTS) in the TTS Onboarding Operations. You will be responsible for team management of countries served out of India and supported under Asia TTS Onboarding Operations team. This team is responsible for the end to end delivery of all account servicers operations for our clients. The TTS Onboarding Operations involves working with customers and internal business partners to collate and issue customer documentation packages for account opening, account maintenance and implementation.

Core Responsibilities:

• Team Lead / Management which supports customer interaction, documentation issuance and review
• The role demands a high level of diligence, motivation and organizational skills
• You will focus on timely and accurate delivery of all related to TTS Onboarding Operations functions, as well as delivering superior customer services and resolving customer issues to maintain customer satisfaction
• Day-to-day management of the Asia TTS Onboarding team primarily focusing on Maintenance and offboarding processing team, including daily management of in-process, pended, and regional service related activities, ensuring the country account opening, maintenance and offboarding requirements are clearly defined to support ALL scenarios of account opening and maintenance requirements, and delivery of very high quality service to customers and internal partners
• Responsibility to provide oversight on country process and liaison with country stakeholders for BAU management, regulatory reporting, process management and new initiative implementation
• Responsibility for various types of project management in the account services space, and managing cross-functional relationships with all countries and the regional team in Asia
• Determines new work procedures, analyses complex and variable issues with significant departmental impact involving Document Review and System Set ups
• Coordination with Country stakeholders, Client and Cross Regional Countries stakeholders

Additional Responsibilities :

• Manage performance of the team leads including day-to-day operational tasks in TTS Onboarding space primarily focusing on Account Maintenance
• Ensure consistent delivery of high quality services to customers through meeting or exceeding customer expectation guided by the Service Level Agreement and efficiency/accuracy standards
• Ensure awareness and full compliance of TTS Onboarding Operations unit process, regulations, policies, guidelines, procedures, and practices
• Support and cultivate a “Service Excellence” culture among the team members
• Establish and maintain close working relationship with Host Branch and within the CSIPL itself to facilitate an open and direct communication of issues, needs, queries, etc., in such that these may be responded to in an efficient, prompt and professional manner
• Willing to embark on continuous on the job training for end to end product knowledge
• Ensure that team leads are managing the work effectively and independently with great attention to detail
• Support the Country cluster heads in handling cases and client queries
• Client Engagement Model:
• Ensure team delivers as per Service Level Agreement; timely and accurately
• Understand client requirements and implement them correctly
• Understand new customer requirements and ensure adequate support to new customer requirements and initiatives
• Monitor customer satisfaction and service level and drive process changes
• Provide innovative solutions to clients
• Manage VOC and VOE effectively

Key Deliverables:

1. Management of team leads for ensuring their key performance metrics and effective management of day to day transactions as per local operating procedures.

2. Ensure service quality is maintained

3. Adhere to internal policies to ensure compliance with legal parameters as well as company policies and procedures.

4. Perform control related activities to mitigate risk.

5. Ensure the team provides the best productivity to meet SLA targets

Other:

2nd & 4th Saturday Off subject to Workflow and India Shift. 1st, 3rd and 5th Saturday will be full day working

Shift Timing: EMEA / India Shift / Early Asia shift as per Asia country assigned to support. (Like Australia, New Zealand, India, Sri Lanka, Philippines, etc.)

Candidate should be ready to work as per EMEA / Asia country holidays (Like Australia, New Zealand, India, Sri Lanka, Philippines, etc.)c.)

Qualifications:

• 6-10 years of experience in documentation review, account maintenance and related cash products.
• Bachelor's degree in finance or economy.
• Good interpersonal communication skills. Able to communicate with internal and external business partners.
• Consistently demonstrates clear and concise written and verbal communication skills.
• Demonstrated Project management skill including financial cost management skills.
• Advanced execution skills in a multi-tasking mode. Exposure to Customer Service and handling of system, testing and rollouts.
• Ability to achieve business objectives without compromising on controls and risk parameters established. Ability to interact confidently with senior management and / or regulators. Ability to coach and develop people, identifying and retaining talent. Able to partner with businesses and other support functions at senior levels in setting strategy and priorities. Able to strive under pressure and covert opportunity from risk. Should be open to working staggered hour /shift / over weekend and on public holidays. To ensure excellent rapport with internal stakeholders including peers and seniors and duly provide inputs to the team and ensure timely resolution of all issues, wherever there are business risks and the issues need to get addressed such cases should be raised to the senior’s forum for appropriate action and advice.
• Proficient knowledge of English (written and spoken).

Education:

• Bachelor’s/University degree or equivalent experience, potentially Masters degree

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