Global Head, FI Client Success Manager (Hong Kong, Singapore)

Job Summary

This role could be based in Hong Kong and Singapore. When you start the application process you will be presented with a drop down menu showing all countries, Please ensure that you select a country where the role is based.

This Executive Director role is responsible to orchestrate & execute the process of transition of service sales managers into Financial Institution (FI) sales and also lead this global team  within Global FI sales. The KPIs for this role are outlined as below:

•    Execute the transition, staffing, training, portfolio allocation
•    Work closely with the Cluster Heads on delivering organic growth in the identified “Priority Grow” segment of FI clients
•    Deliver on the revenue & volume growth targets of this segment of clients

Responsibilities

•    Develop and execute a comprehensive strategy for clients covered under Transaction Banking (TB) FI Sales classified as Core & Low Priority
•    Minimize any potential revenue attrition in this segment
•    Consistently boost revenue per client in the “Core” segment by evolving relationships from single-product clearing to multi-product strategic partnerships
•    Promote the use of digital channels and self-service tools to minimize manual servicing
•    Serve as the escalation point for complex client or operational issues within the portfolio
•    Identify the unique challenges of existing clients to uncover cross-selling opportunities across the TB product suite for enhanced wallet share
•    Support the pursuit of new business opportunities by creating tailored pitches
•    Engage the sales team when new opportunities/RFP is identified with this segment of clients

•    Analyse existing book of business to identify under-penetrated accounts
•    Build strong client relationships by expanding network within the Client's Operational Department, positioning us as a trusted advisor and product expert
•    Transform the team culture from “reactive service” to “proactive advisory”
•    Organize and conduct training sessions for Junior Sales on “relationship mapping,” wallet sizing, and products and services, including operational process flows across multiple jurisdictions
•    Focus on enhancing the experience of Platinum and Gold clients by delivering outstanding proactive service, including monthly service reviews that highlight best practices in Straight-Through Processing (STP), insights into client transactions, and inquiry trends. Also, equip clients with tools to resolve most of their queries independently
•    Analyse market data to spot opportunities for increasing Cash and Trade volumes. Collaborate closely with Sales & SPM team to drive business growth
•    Monitor client product usage to encourage adoption and engagement
•    Address customer issues proactively and manage client escalations promptly
•    Ensure product and solution delivery meets or exceeds client expectations

•    Quarterly session with all FI Sales LT on the KPI achievements of the client success managers team, organic growth on the portfolio & discussion on names that need to move between sales & client success teams.

Requirements

•    15+ years’ experience in Correspondent Banking and Cross Border Payments
•    Deep knowledge of TB products & Services
•    Strong leadership, communication and stakeholder management skills
•    Strong analytical skills
•    Strong grasp of Global sanctions, AML and CTF
•    Experience in managing distributed teams across time zones and cultures
•    Proven ability to independently identify, drive and deliver on opportunities.

•   Seen as an industry expert in Cash and/or Trade.
•   Market Intelligence: ability to anticipate global trends in market and impact on strategy and plans.
•   Understanding of how to work effectively within a matrix / network organisation.
•  Ability to define and execute a global strategy for key clients where there are organic growth opportunities
•   Strong understanding of network clearing capabilities
•   Negotiation skills for pricing, fee waivers and reciprocal arrangement with low volume banks