Join our dynamic Client Operations team and be at the forefront of innovation in the banking industry. This role offers an exciting opportunity to engage with clients, address inquiries, and optimize service operations, all while contributing to our culture of excellence and efficiency.
As an Associate within the Asset and Wealth Management (AWM) operations team, you will play a pivotal role in enhancing our client onboarding experience and providing comprehensive support across various products and platforms. You will address client inquiries, process transactions, and troubleshoot problems, identifying opportunities to refer services based on client needs. Your broad knowledge of client operations, strategic planning, anti-fraud awareness, and automation will be key in optimizing our service center operations. Your ability to influence and manage internal stakeholders will drive improvements and resolve short-term problems within established policies, making a meaningful impact within our department.
Job responsibilities
- Support the end-to-end client onboarding process, ensuring a seamless experience across various products and platforms.
- Address client inquiries and troubleshoot problems, utilizing your developing skills in strategic planning and anti-fraud awareness.
- Process transactions accurately and efficiently, adhering to established policies and procedures.
- Identify opportunities to refer services based on client needs, contributing to the continuous improvement of our service center operations.
- Collaborate with internal stakeholders to drive mutually beneficial outcomes, leveraging your skills in influence and internal stakeholder management.
- Conduct client due diligence promptly, ensuring compliance with quality and detail standards as per Policy & Procedures, while analyzing AML risks from a technical perspective and identifying and escalating potential risks and operational issues as necessary.
- Provide advice and guidance to team members and internal stakeholders within own area of responsibility to create and foster an environment of continuous improvement.
- Serve as the main point of contact for Bankers, managing expectations and improving the client experience, while driving effective issue resolution within policy boundaries and ensuring cases are completed according to defined service level agreements.
- Facilitate all queries for that cases within own area of responsibility, including escalations around PEP, screening, regulatory, compliance, legal and operational risk.
- Contribute ideas and participate in efforts to drive continuous improvement to enhance service delivery.
Required qualifications, capabilities, and skills
- At least 2 years of experience or equivalent expertise in client service and/or operations.
- Demonstrated ability to apply strategic planning principles in a client operations context, with a focus on improving service center operations.
- Experience in implementing anti-fraud strategies to detect and prevent fraudulent transactions, contributing to the financial and reputational security of the organization.
- Proficiency in using automation technologies to optimize service center operations and improve client experience.
- Proven skills in managing internal stakeholders, with the ability to establish productive working relationships and drive mutually beneficial outcomes.
- Bachelor Degree or equivalent.
- Strong knowledge of Private Banking industry including a sound understanding of KYC, AML , Regulatory requirements (i.e. HKMA and MAS)
- Strong interpersonal, analytical, problem solving, negotiating, influencing, facilitation, organizational, prioritization, decision-making and conflict resolution skills.
- Excellent communication skills.
- Open-minded and willingness to share information, knowledge, and expertise with peers and team members.
Preferred qualifications, capabilities, and skills
- Ability to support continuous improvement initiatives, assist in project management efforts, and utilize presentation skills to communicate operational insights.
- Strong ability to apply data and technology literacy to analyze operational data, integrate AI/ML tools, and utilize market product knowledge to start aligning operations with industry trends.
- Proficiency in Mandarin as the role requires communications with clients in China and interpretation of local documentations
- Ability to multi-task and manage multiple streams of work at any given time
- Proactive attitude with a passion for driving best practices while maintaining a consultative approach by understanding and anticipating business partner needs and proactively delivering solutions.