Customer Relationship Management, Vice President
Singapore, Singapore
Job Description
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Industry: Banking Other information: 1 year contract, strongly convertible to perm
The CRM officer is a key position for managing and improving the customer experience of large corporate clients and as such reports directly to the head of Financing Operations APAC.
The position works in close collaboration with the businesses and play a role of facilitator between the business teams FO, Operations and Chief Client Office (CCO)
Responsibilities:
- Measure customer satisfaction and the quality of the service on a portfolio of strategic customers, through the implementation of dashboards and the monitoring of KCI (key customer indicator)
- Follow up on customer complaints and implementation of the resulting corrective action plan
- Analyse customer needs with a view to identifying areas of differentiation and implementing tailor-made treatments for Premium customers
- Implement actions to continuously improve the customer experience and relationship
- Anticipate, monitor, and alert potential issues on Premium Clients
- Take charge of any escalation request (claims, information request, etc)
- Keep strong partnership with Front office, sales, CCO and Operations teams
- Engage the Front Office in the issues surrounding Deals, Facilities and Loan Processing but also, account opening and client data
- Keep accurate records and document CRM actions to report KPI\xe2\x80\x99s
- Respond to client requests (defined set of clients) and ensure answers are provided with accuracy and in a timely manner
- Perform daily checks on all post-trade processes related to a defined set of clients. Follow-up with internal processing teams on any urgent items
- Develop ideas and coordinate the implementation of new ways of working based on customer feedback
- Make recommendations to develop and implement new added-value services to provide to clients
- Perform ad-hoc assessments with our clients to ensure their needs are met
- Maintain updated customers files
- Take ownership of customer issues and follow problems trough to resolution
Experience/ Skill Requirement:
- Minimum of 7 years relevant experience in Financing activities (FO, MO or BO) for syndicated, bilateral, Structured or vanilla transactions, strong products and end to end operational process knowledge
- Minimum of 5 years\xe2\x80\x99 experience in a client-facing role
- Minimum of 3-4 years\' experience in Account Opening, Closing and Account Update activities
- Excellent relationship building and interpersonal skills to ensure good report with Strategic clients, Front Office, Chief Client Office and Support Functions
- Strong analytical skills, capacity to navigate complexity and seek simplicity, capacity to synthetize and explain
- Experience in Project Management and Quality Assessment
- Flexible and able to multi-task; can work within a fast-moving environment, while also driving toward clarity and solutions; demonstrated resourcefulness in setting priorities
- Organized with strong attention to detail and able to prioritize tasks
- Self-motivated and is comfortable working in autonomy
- Knowledge of Loan IQ, Matisse and Calypso is a plus
EA License Number: 18C9289 | Registration Number: R22106136
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Job Detail
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Job IdJD1292870
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationSingapore, Singapore
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EducationNot mentioned