Snr Mgr, Retail Client Service (1011526)

Description

To provide an excellent client services in supporting the front line business teams in terms of:

• Operational and Transactional efficiency
• Urgency and accuracy in execution and completion of tasks
• Sense of indirect engagement to clients
• Ensure customer service excellent

• Strive for professional and prompt attention to internal and external client requests, queries, and issues, minimizing service gaps.

• Maintain operational efficiency and accuracy in executing client-related transactions to meet established service standards.

• Collaborate closely with related departments and sections to ensure efficient service delivery.

• Comply with internal and external policies and guidelines to avoid any adverse impacts on the company’s financials and reputation.

• Address ad-hoc client requests within an acceptable timeframe to maintain a satisfactory level of service.

• Prepare performance reports and analyze data to provide recommendations to the team.

• Assist walk-in clients with all client-facing documentation.

• Help prepare audit confirmations for corporate clients as needed.

• Lead and manage the customer service team in achieving the company’s revenue milestones.

• Oversee and assess team productivity and activities, providing regular performance-related feedback and constructive coaching.

• Monitor daily activities of customer service frontline operations and manage all KPI targets through effective oversight of the Customer Service function.

• Continuously review and improve existing trace and service recovery processes to ensure relevance in a dynamic business environment, aiming to establish and maintain a competitive advantage.

• Identify departmental operational issues and key account customer concerns, suggesting improvements to enhance the customer experience.

• Prepare performance reports and analyse data to assist and advise management.

• Regularly review the Department Operating Manual and internal policies to ensure alignment with the latest departmental and company developments.

• Create and reset passwords for users on the MySuccess Portal as needed.

• Oversee the retail client onboarding process and conduct KYC checks, facilitating client investments through the My Invest Portal.

• Perform any additional responsibilities assigned by the Head of Department as required.

Requirements

• Minimum 8 years working experience with the

relevant exposures in the financial services

industry

• Strong understanding, knowledge, and experience in the Asset Management industry
• Ability to work effectively with people from all

Levels

• Proficiency in Microsoft Office; Words, Excel and PowerPoint
• Strong interpersonal skill
• Good analytical skill and meticulous
• Independent, reliable and team player

Proactive

Benefits

Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards