Client Service
• Helping remove operational roadblocks through end to end servicing and ownership of client issues
• Monitoring daily interactions with the client, leverage on CRM, and be the escalation go to point, internally and externally
• Responsible for client satisfaction with service arrangements and delivery at regional and country levels through regional and country CSG CSMs
• Continually identify opportunities to improve client efficiency and performance, service, product solutions, utilization and optimizing channel usage, up-selling and cross-selling, etc, through leveraging on the VoC process and the relationship, to understand client’s needs
• Be the senior servicing point of contact, connecting the network for our clients

Service Management
• Review service performance with our clients and generate ways to continuously improve service level standards as well as client efficiency (if appropriate)
• Conduct service reviews (global / regional / country) to identify and close gaps between clients needs and service delivery
• Analytics – review client data on an ongoing basis to improve volumes and facility utilization – transaction volumes, channel utilization, referrals (or TAT), queries, complaints, etc
• Monitor high value transaction processing, use authority for prioritization of transactions, when critical to client
• Conduct client visits – introduction, relationship building initiated by TB Sales to resolve issues and service relationship with Client’s Operations and Treasury counterparts
• Conduct proactive visits on facilities utilization, transaction volumes, issues raised, etc
• Communicate client feedbacks to TB Sales on client needs and products
• Involve in RFP discussions, and play the role of service specialists in convincing clients of SCB service capabilities on RMs / TB request 
• Coordinate and conduct client trainings with internal stakeholders

Operational Excellence
• Assist in implementation of service and efficiency improvement initiatives with all relevant stakeholders and facilitate transfer of best practice
• Identify process improvement opportunities from Service Reviews and feedback to SQM (or equivalent)
• Identify competitive best practices from clients, TBSM staff, Front office staff and feedback to Head, TBSM
• Lead and enhance client support by driving co-ordination within our global TBSM and CSG network to build solutions for our clients’ needs
• Manage end-to-end service support with internal stakeholders on escalation of service gaps

Key Client Service Planning / Reviews
• Deliver the service plan, including: 
• Lead in Service Reviews with Key clients, reviewing service performance with the clients and generate ways to continuously improve service level standards
• On a selective basis, accompanying TB Sales on sales calls to sell our service capabilities and/or to resolve clients’ operational and service issues
• Lead in managing client loyalty with TB driving the “grow the core” messages.