Job Description

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We have an exciting opportunity to join Westpac Institutional Bank in Singapore. The role is responsible for service delivery and support for assigned client portfolio, ensuring oversight of all services and enquiries being resolved on behalf of that customer within GTS, WIB or Operations teams.

Role Summary:

• Acts as the client\'s primary point of contact for all service-related matters, complex enquiries and supporting customer needs in relation to established products
• Supports portfolio revenue and deposit growth through existing customers through consistent account management activity and pipeline management
• Responds to all assigned client enquiries within defined service standards, resolving matters competently, ethically, and commercially
• Works with GTS Asia to design and draft high-quality sales solution documents and presentation packs for clients
• Works with GTS Asia to complete sales-to-service activities, including scoping, documentation, and transition to Implementation across customer lifecycle
• Contribute to and support the delivery of continuous process improvement by identifying better and simpler ways of working

• Ensures relevant client and business-related risks are identified, logged, and managed in accordance with Westpac Group policy
• Ensures compliance with all legislative, regulatory, and corporate policy requirements and standards - including ongoing maintenance of administrative requirements, skills, and knowledge
• Ensures customer documentation is correct, up-to-date, and managed in accordance with Westpac Group policy
• Undertakes periodic risk, documentation, and pricing reviews as directed by Client Engagement and Product Management Leads
• Maintain portfolio and account management disciplines such as pipeline management, call reports, account plans
• Supports client revenue growth and deposit growth
• Supports product extension sales: sales of new products outside of the tender process

• Act as an advisory partner to clients on their existing products and services, and engages Client Engagement, Product Management, Operations and Technology as required to ensure customer needs are met
• Develops an understanding of key clients in portfolio and industry sector to ensure superior service is provided
• Is proactive in anticipating customer needs and issues based on experience and knowledge of clients and their solutions
• Proven ability managing institutional clients and have a deep knowledge of their servicing needs in one or more of the following: lending, financial markets, or transactional products
• Understanding of WIB sales processes, knowledge of institutional customers, knowledge of industry segments, product needs and core solutions as well as the associated systems, procedures, and processes to support them
• Strong business and commercial acumen
• Understanding of JUNO and Customer Complaints process.

Bank of Melbourne