Head/Vice President - Middle Office & Client Services - Bank

Description:

Role Summary:

Looking for a Seasoned Operations Leader to head Middle Office Ops & Contract onboarding for Payments.

Team: 85+ member team, 90% based out of Chennai, mostly French speaking. Would be an added advantage if the incumbent is fluent with French language.

Role would involve Client facing (Client onboarding & middle office operations), Trade Finance & Contract onboarding (for Payments).

Job Description:

The 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:

a. Cash Management & Payments

b. Liquidity & Account Services

c. Trade Finance (LCs, Guarantees, Collections)

d. 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:

a. AML / CFT regulations

b. Sanctions screening

c. 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:

a. STP improvement

b. Workflow automation

c. 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:

a. Local desks (Front Office, Customer Service)

b. Product Management

c. Operations & Technology

d. 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