Moteur de recherche d'offres d'emploi Indosuez Wealth Management

Head of Client Service Asia M/F


Vacancy details

General information

Entity

Our business has a single purpose: to build partnerships with tomorrow's Private Bankers and Wealth Managers, helping them adapt and develop in a fast-changing world. We do this through a comprehensive and integrated technology solution, operational services and high-quality consultancy services, backed by our quality process. All available in the 11 countries where our user community is active, with a unique system : S2i.


The team includes men and women of 24 nationalities, speaking 28 languages. Working out of Switzerland and Singapore, they form a unique multicultural mix of more than 200 experts in banking IT and 200 experts in banking operations.

We are a solid company, backed by the banking and financial strength of Crédit Agricole group (majority shareholder - 80%) , with its global presence, and resources made available by Capgemini under our strategic agreement (minoritiy shareholder - 20%), positioned as the expert partner for the digital transformation of tomorrow's Wealth Managers with a single ambition: to make S2i the technology and banking operations platform of choice for the Wealth Managers in its international markets.

  

Reference

2021-56716  

Publication date

22/04/2021

Position description

Business type

Types of Jobs - Others

Job title

Head of Client Service Asia M/F

Contract type

Permanent Contract

Job summary

One of the missions is to ensure the operational and functional support to the users of AZQORE’s client banks.

The candidate will be responsible for the following activities:

  • Manage and structure the Client Service Asia team by monitoring KPI
  • Coordinate with Head of Global Client Service the Follow-the-Sun (FTS) culture within support teams
  • Promote a client centric culture within the team with regular client meetings and ensure that each team member knows the clients’ needs
  • Share the information with the Incident Management and Knowledge Management teams to ensure client’s requests lifecycle understanding
  • Control the billing cycle and clients’ dispute on invoice
  • Engage in the activities of Helpdesk, including analysis of client’s requests or questions, resolve them and escalate these requests to next support level if necessary, using AZQORE’s tools.
  • Responsible in ensuring proper qualification of tickets, incident reports
  • Raise requests for fixing system issues (CRD) or incident reports
  • Coordinate between the different support teams, internal and external, to optimize processes and knowledge management
  • Involve and carry out missions of the Client Service team (e.g. projects, translation, training and etc)
     

Besides reporting and providing key support to his/her line manager, he/she will contribute and work closely with his/her team, to provide functional/technical expertise and solutions in a timely, accurate and comprehensive manner, ensuring high efficiency & productivity.

 

RESPONSIBILITIES

  • Be one of the main point of contact for Asian entity clients, act as the interface between the client entities and the Operation teams
  • Manage the client Service tickets, providing ensuring client service excellence through the provision of  technical expertise and solutions in a timely, accurate and comprehensive manner.
  • Participate in Azqore projects and initiatives relating to the function
  • Proactively drive and implement process enhancement and improvements
  • Works closely with colleagues locally and abroad, train and share knowledge with new colleagues
  • Constantly upgrade knowledge in Azqore’s key banking application S2i, applications, including its vision, objectives and culture
  • Engage in ad-hoc projects, as assigned

 

Position location

Geographical area

Asia, Singapore

City

29 Media Circle, ALICE@Mediapolis

Candidate criteria

Minimal education level

Bachelor Degree / BSc Degree or equivalent

Academic qualification / Speciality

Banking / Finance

Level of minimal experience

3-5 years

Experience

At least 3-5 years of banking transactions & settlements processing experience. Experience in Private Banking is a plus.

Team lead or management in previous experience in a cross-cultural environment.

Experience within a Helpdesk team would be an advantage.

Required skills

Familiar with financial products (Securities, FX/MM) as well as the market infrastructures, regulations and operational risks related to the trade processing and settlement of these products. Knowledge of S2i functionalities and back-office operation handling would be an advantage.

Strong dedication to quality of service, “can do” with strong initiatives as well as a team player attitude

Languages

English