Trade Operations - Client Service Account Manager - Associate

As a Client Service Account Manager (CSAM) you will maintain and enhance best in class Client Service and build relationships with clients in China. The CSAM is expected to have knowledge of all Trade Finance products both international and domestic including Supply Chain Finance. Further, the candidate will be responsible to lead and manage a small team of client service officers.

A successful candidate in this role will act as the Client's trusted advisor and put the client first while developing and maintaining partnership with Trade Finance clients with focus on providing transparency within the lifecycle of a transaction.

This is a critical role within the Global Trade Client Service Organization required to enhance and improve the overall client experience. This role will act as first point of escalation for all Clients and related Sales/ Banker, other branch Client Service team and Operations. The incumbent will work closely with Operations and Front-office managers in the country to manage all client issues.

• Manage life cycle of transactions after Sale
  • Building relationships with the Operations staff
  • Ensure transactions are timely processed based on client SLA and client expectations are managed
  • Help streamline text review coordination with Ops/Advisory
  • Track the Operations turnaround times and quality for all APAC transactions
  • Ensure to reply all client inquiries within SLA and closing of cases in Client service application.
  • Ensure reporting of all cases timely (both email and Phone inquiries)
  • Adherence to SOP on the client service procedures.
• Coordinate escalated issues, both operational and client oriented:
• Analysis of customer behavior - Service review for discrepancy management
  • Number of refusals, discrepancy trends, response time, past due fees, reporting of complaints, compliments.

• Escalate client concerns and any issues to Sales
• Streamline processes in line with Trade priorities and feed into relevant improvement channels
• Support sales and client visits by producing stewardship report (volume, issues, fees collected, etc.)
• Account Management
  • Develop, maintain and broaden partnerships with Clients
  • Understand Clients' business to predict their needs and provide appropriate solutions
  • Proactive outreach to platinum clients
  • Assist in developing and executing strategic Client plans
  • Promote use of self-service tools to reduce number of Client inquiries
  • Analyse payment and associated activities in order to identify efficiencies and cross sell opportunities
  • Promote sharing of experience and best practice across the Service team

• Participate in and support Global Trade Finance initiatives
• Identify opportunities for product development and enhancement
• Develop internal partnerships (e.g. Sales, Operations, Product, Securities Services)
• Identify and escalate potential risk associated with Client activities
• Record all Client interactions (e.g. calls, meetings, issues, proactive communications)
• Escalate client concerns and any issues to Sales (i.e., encryption emails)
• Participate & Present in client events
• Conduct client training with Sales & Product teams
  • Provide support to local operations

• Minimum of 10 years of Global Trade experience; must have a working knowledge of Trade Finance products and services offered
• Proven leadership skills and capable of delivering exceptional performance under pressure.
• Strong focus on client satisfaction and the building of excellent relationships with our customers
• Excellent planning and organization skills
• Comfortable working within tight deadlines
• Ability to operate in a collaborative environment and must possess strong interpersonal skills necessary to work effectively with colleagues at various levels of the organization
• Ability to develop and mobilise internal networks and resources
• Ability to effectively use and manage multiple systems
• Add-on proficiency in local language preferred.