Head/Senior Leadership Role - Trade Client - BFS - South Asia

Job Purpose:

- The Trade Service Professional (TSP) is a specialist in Trade products who works with clients one-on-one to identify their business needs and advise on product offerings that best meet those requirements. TSP's also have end to end ownership of the Trade Transactions for their clients, inclusive but not limited to inquiries, investigations, quality and timeliness of service.

- This role will be responsible to lead the group of Trade service professionals in SA region which includes team centralized within countries.

Key Responsibilities:

- Provide operational leadership to a team of 100+ TSPs across South Asia (SA)

- Provide thought leadership - creation of knowledge warehouse for TSPs

- Align with internal stakeholders for delivery

- Working on Global Client experience programs for Trade and ensure implementation for SA

- Create a target operating model of service for SA which is aligned with the global model.

- Responsible for Voice of Customer for SA region and work on improving service and VOC scores.

- Accountable for ensuring that the unit comply with the the company's Risks & Control policies and processes

- Create metrics pertinent to client satisfaction, monitoring of queries and to review metrics to gauge the health of managed clients across client portfolios.

- Serve as a senior escalation point for internal and external clients

- Develop strong engagement and alignment with TTS Product & Sales teams to cater to the Trade clients and resolve client concerns efficiently.

- Ensure and monitor the right focus is placed on reducing repeat discrepancies provided in client documentation by educating the client, providing analytics to clients to demonstrate the benefits of STP.

- Work closely with Client and Implementation teams to move clients onto the digital platform

- Leverage smart automation tools to simplify processes, reduce client queries and deliver efficiency saves

- Excellent written and verbal communication skills

- Analytical skills and eye-for-detail

- Assertive & strong teamwork/interpersonal

- Motivated and self-driven with limited oversight requirements

- Mentor and motivate the team members.

- Excellent decision-making skills

- Critical and independent thinker

- Strong focus on Controls.

- Comes with a transformative mindset

- Ability to implement and drive initiatives for improvement