VP Transaction Banking - Customer Support Operations

VP Transaction Banking - Customer Support Operations

Business Area
There are currently c.30 members in team including Planning, Sales and Product Development team.
The current business in EMEA is focused predominantly on servicing Asian multi-national corporates trading in EMEA. However, we are looking to improve the client proposition to all clients and expand it.
Background
The Bank's primary objectives are to grow its Corporate and Investment Banking business by (1) improving the NIM on its loan portfolio and quality of the deposit base, (2) driving the financing collaboration between private and public side markets and (3) recycling capital.

This hire is crucial for point (1) of the strategy. In charge of Transaction Banking Business ("TB") in EMEA, this team provides an integrated suite of cash management services to address the various needs of corporate and institutional clients. We are helping the Bank's clients to maximise their efficiency and streamline financial operations.We offer corporates and institutions convenient, efficient and secure real-time online banking, ability to support domestic and international transfers and collections, access to high value and low value clearing systems, support by regional and in-country cash management specialists across EMEA providing local advisory and sharing best practices.
The job is mainly to provide customer support for our transaction banking business to customers and to increase deposit volumes and profit through retention and cross sales, and contribute to the growth of the TB business in both EMEA and the group globally by providing excellent customer support.Accountabilities and Responsibilities
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Lead and develop the Customer Support team, fostering a culture of excellence and accountability.
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Optimize customer support processes for efficiency and scalability.
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Define and monitor KPIs, ensuring timely reporting to senior management.
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Manage escalations and resolve critical incidents promptly.
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Collaborate with Sales, Product, and IT teams to deliver seamless customer experiences.
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Propose and implement innovative solutions to improve customer engagement and service quality.
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Liaise with relevant teams worldwide as per necessary for a holistic approach.
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Build and maintain good business relationship with front office
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Ensure the schemes presented to customers are compliant with the Bank's policies and procedures.
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Ensure documents provided to customers are compliant with the Bank's policies.
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Ensure customers' requests are handled efficiently and in a timely manner.
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Escalate negative news to management in a timely manner.
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Improve working processes and methods
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Supply training to new staff as and when necessary