Global Custody Client Service Manager

Job description

Job Description

• Escalation point of client escalations and engage to resolve with Global Custody clients, and other internal operations team
• Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer and customers are kept fully informed of progress
• Taking ownership of transactional inquiries (e.g., Settlements, Corporate Actions, Treasury related) and non-transactional client requests (e.g., fees, market opening) and coordinate with internal teams to deliver timely.
• Monitoring ‘Service Quality’ to ensure high Client Service Standards and drive rigorous customer centric quality Campaigns/initiatives to increase Quality awareness in the team.
• Conduct operational service calls with clients in line with agreed Service Level Agreement frequency led by the Account Managers.
• Collaborate with other client facing teams as required, drive forward the new Client Service structure including the Virtual Team roll out and manage the end-to-end client service framework for your allocated clients.

Qualifications

• Extensive experience in client facing role in the similar industry. Experience in servicing Global Custody clients is advantageous.
• Able to demonstrate ability to build relationships with clients and internal
• Minimum of 7 years’ experience in Securities Services or other banking
• Proficiency in English and Korean
• Sound communication, interpersonal and organization skill
• High level of customer centricity mindset with dedication to deliver exceptional quality services for customers