head, customer service, global custody operation in Kuala Lumpur

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job details

posted
location
kuala lumpur, wilayah persekutuan
specialism
banking & financial services
job type
permanent
salary
RM 120,000 - RM 240,000 per month
reference number
91M0088456_1526536439
contact
leong kok yuen, randstad
phone
60320366638
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job description

About our client

Our client is a global bank with wordwide presence. Our client is looking for a senior manager to lead a sizeable customer service operation in Kuala Lumpur that services the bank's global custody operation.

About the role

  • Involves full people management, process ownership and profitability of the operation (50+ personnel).
  • Own the customer service function for the bank's global custody operation, the successful candidate will be focused on designing and executing on a strategy to deliver exceptional client satisfaction.
  • Actively develop the team, enabling them to continually improve the service on which this group has built its reputation and equally important is the ability to identify and deliver capacity, helping the business to grow profitably.
  • Recognized as a key member of the senior management team and provide thought leadership and direction to the evolution of our client servicing as these evolve to meet rhe ever changing requirements of our clients and the external marketplace.
  • Must have a strong customer service and operational focus and will provide an integrated value-added platinum service to our clients.
  • Form effective working relationships with all stakeholders – Product, Market Management, Technology, Processing teams, Coverage teams, etc.
  • Have a strong and detailed understanding of end-to-end operations and act as the client advocate.
  • Interface with clients and internal stakeholders at a senior level, acting as escalation point as well as a strategic business partner.
  • Stand in the role of APAC client service lead when regional head is out of office.

Qualifications

  • Over 10 years of customer service operations and/or service management experience with a global/asia pacific organization
  • Have the ability to get things done – quickly and effectively
  • Have a strong ability to present to varied audiences: internal / external
  • Be someone who stands up for what you believe in
  • Be someone with a proven track record of making a difference
  • Have previously successfully led through adversity

Interested, please send your resume to kokyuen.l@randstad.com.my