Middle Office & Client Service Head is responsible for end-to-end oversight of customer service operations supporting cash management, payments, trade finance and liquidity management The role acts as a critical bridge between front office (sales/product) and back office (operations/settlements/ payment factory monitoring), ensuring risk control, regulatory compliance, operational efficiency, and superior client service.

Governance & Control:

- Own middle-office functions across payments, receivables, liquidity, trade services, and digital transaction banking products

- Establish and maintain strong control frameworks for transaction processing, limits, sanctions, AML, and compliance

- Ensure adherence to regulatory, audit, and internal risk policies across geographies

- Act as first line of defence for operational and transaction risk

- Product & Transaction Oversight

Provide middle-office oversight for:

- Cash Management & Payments

- Liquidity & Account Services

- Trade Finance (LCs, Guarantees, Collections)

- Digital Channels & Host-to-Host connectivity

- Oversee client onboarding, KYC coordination, account setup, and service implementation

- Ensure operational readiness for new markets, currencies, and regulatory changes

- Act as escalation point for client issues, service failures, and high-value transactions

- Oversee ww operations (ww mutualized functions and Asian hub)

- Risk, Compliance & Regulatory Management

Ensure compliance with:

- AML / CFT regulations

- Sanctions screening

- Local and cross-border regulatory requirements

- Manage audit reviews, regulatory inspections, and remediation actions

- Monitor operational risk metrics, KRIs, and loss events

- Implement controls for fraud prevention and transaction monitoring

Process Excellence & Transformation:

- Drive process standardization and automation across regions

Lead digital transformation initiatives including:

- STP improvement

- Workflow automation

- AI / analytics-driven controls

- Optimize cost, turnaround time, and service quality

- Partner with Technology and Operations for system upgrades

Stakeholder & People Management:

- Lead and develop large multi-location middle-office teams

Build strong partnerships with:

- Local desks (Front Office, Customer Service)

- Product Management

- Operations & Technology

- Risk, Compliance, Legal, and Finance

- Drive talent development, succession planning, and performance management

Profile Required:

Functional Skills:

- Deep understanding of Global Transaction Banking products and operations

- Strong Client Orientation.

- Strong knowledge of payments, trade finance, cash management, and liquidity

- Expertise in risk, compliance, and regulatory frameworks

Leadership & Behavioural Skills:

- Strategic thinking with strong execution capability

- Excellent stakeholder and client management skills

- Strong decision-making under risk and regulatory constraints

- Change management and transformation leadership