Develop operation process flow and guidelines within and across the team to ensure the services provided are aligned to the set standards
Coordinate with other fulfillment managers and support functions, on any new processes, delivery performances to ensure end-to-end Service Level Agreements (SLAs) are met
Acquire customers to come and use service points to achieve the target aligned
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Negotiation of Master Confirmation Agreements for Non-Deliverable Forward and Non-Deliverable Option and Equity Derivatives
Work closely with Legal team regarding any legal documentation issues during MCA negotiation
Identify potential clients’ opportunities and review opportunities with Ops/Sales/OCRM to propose the appropriate digital enablement/digitisation solutions for client
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Manage Client Operations: Support the RM team with clients' day-to-day operational matters, including information processing, research, and feedback consolidation. Ensure all outstanding tasks are properly documented and handed over at the end of each shift.
Identify and Escalate Issues: Recognize sensitive, high-risk, or urgent situations and escalate them promptly in accordance with established internal procedures.
Maintain Compliance & Data Security: Adhere to all applicable compliance, regulatory, and data privacy requirements, ensuring sensitive information is handled securely and in line with company policies.
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Prior experience in customer service, call centers, hospitality, or sales is preferred. We also welcome fresh graduates who have demonstrated strong communication skills and exposure to customer interactions.
Experience in credit, risk, collections, or related financial services operations is an advantage.
Experience supporting premium or corporate clients, preferably across ANZ, Singapore, and Hong Kong markets.
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To grow a clientele base using internal referrals, clients' referrals, marketing leads and self- generated leads, while maintaining a high standard of service quality and compliance in our industry.
Be proactive to update clients on important matters and events such as news, and newsletter that might affect the relationship.
To build and deepen client relationships and cross service based on clients’ needs.
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Collaborate with pre-sales resources, virtual sales teams, account managers, and executives to ensure timely responses to qualified, high-revenue leads and strategic account development.
Prepare quotations, proposals, and contracts, working cross-functionally to finalize agreements and set delivery schedules.
Follow up with customers to monitor satisfaction, uncover additional revenue opportunities, and nurture ongoing relationships.
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Managing assigned projects, campaigns, and handling the creative development, execution and production of the creative work (i.e. photoshoot, video shoot, event activation, etc), where required
Keep abreast of new digital trends, industry innovation through self-managed research and learning
Taking on ad hoc tasks and projects in assistance to the Client Servicing team
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