Senior Vice President - Head - Client Service Operations - BFSI

Description

Key Functions include:

Manage Client Service operations team of 50+ officers covering 80% APAC Countries + 20% Rest of the World.

Work closely with CEs, Operations and Sales teams to manage client queries and escalations.

Ensure all client transactions are processed without delays

Coordinate with Product / Client Service teams to understand and implement client requirements around customized processes and reporting

Assist in Client inward / outward migrations

Measure key performance metrics for the team and publish the same on a periodic basis

Conduct regular Service review with key clients and publish KPIs for them

Develop good working relationship with operations seniors at Client side

Strong People Management - Manage work / client allocation within the team, create backups, develop talent and build bench strength to increase resilience

Knowledge Management - Ensure all processes are documented and kept up to date; all non-standard processes are made available to core and backup team members; best practices/processes/key learnings are shared across teams

Qualifications

Candidate Specifications/Desired Qualifications/Job Challenges:

Strong client management and influencing skills; excellent verbal and written communication skills; should be able to take initiative and drive discussions with internal stakeholders and clients,

Minimum 8 - 10 years of relevant experience

Proven track record of managing client interactions and service

Securities Services Operations experience

Team Player

PC skills, Excel, Presentation Skills