Job Description

As the Senior Relationship Manager, you will be working within a team of Relationship Managers/FX payment dealers to achieve growth in our portfolio of clients. This is a key role as he/she is accountable to achieve the overall turnover/revenue budget for the Singapore business as well as to providing excellent service to our customers to address their needs/pain points so as to grow their business with us.

• Initiate and implement business plans to lead the team to achieve Business KPI and objectives
• Drive the retention and wallet share growth for existing customers and also win back lost customers
• Convert new customers brought in by Sales/Partnership/Marketing
• Identify customers' needs and pain points, and come up with solutions that can address those needs
• Knows how to best capture a customer's attention when we have a new idea or product to present
• Identify changes in customer activity habits and patterns and can then execute a customer touchpoint program to understand things better
• Able to both lead the team to provide excellent service to customers as well as directly interact with customers himself/herself if needed
• Help the country manger to drive team morale - ensure team successes are celebrated
• Responsible for ensuring adherence to Compliance regulations through effective training and ensure customer complaints are managed/escalated appropriately
• Commercial operational process leadership in Singapore, working with the various leadership stakeholders regionally and globally to ensure that we execute and contribute to the development of operational processes and SLA's, in line with company protocols, to drive service excellence for customers and staff
• Project management: working directly with the country manager in Singapore and stakeholders in the region on business projects
• Understands how business and FX market information affects our clients and build trigger points for customer contact
• Able to design attrition warning bells and take action within our CRM systems activate certain customer contact journeys

• Strong educational credentials
• Strong customer relationship management skills
• Equipped with a strong Strategic & Analytical mind, to review customer activity data, join the dots to payment activity patterns
• Proven track record in managing an FX customer dealing team
• Organised and must be able to think tactically and strategically
• Strong knowledge of the FX payment landscape in Singapore
• Strong Business leadership acumen for managing and motivating people
• Understands how to use CRM systems and has strong technical knowledge on the various social and industry channels to digital outreach