MYS CTSM PG Customer Service Senior Manager

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MYS CTSM PG Customer Service Senior Manager-19015590

Asia TTS Client Operations Regional Service Investigation Team Manager

  • Drive investigation standardization for all the TTS Client Operation Teams in the Asia region,  ensuring organizational alignment and process standardization and digitizing the handling of investigation actives happen in the decentralized branches
  • Partner closely with  Business, Operation and Technology Stakeholders in identifying and implementing enhancement and changes on investigation process to alleviate client experience
  • Engage in the readiness and commercialization process for key initiatives including the Citi Payment Insight where various processes are to evolve to meet the end to end objective of this self service platform
  • Continuously bring new ideas into the existing framework on investigation process and implement changes for better VOC, high efficiency, stronger control etc. 
  • Act as a liaison to APAC service countries, business / product teams thus building partnerships at regional and global levels to enable executions against strategic business priorities
  • Manage any escalation for the regional on investigation matters and lead multiple concurrent initiatives and projects of varying sizes & complexity
  • Effective upward and downward communication on all notable progress to all key stakeholders



Knowledge / Experience

  • Deep knowledge of institutional banking business especially on Cash operations
  • Experience in Client Service
  • Hands-on experience dealing with clients and senior stakeholders / buying centers to drive meaningful outcomes
  • Skills
  • Creative problem solver comfortable with working in rapidly evolving landscape and projects loaded with uncertainty
  • Technologically strong and business savvy
  • Reflects on experiences and utilizes setbacks as an opportunity to learn and improve
  • Ability to collaborate effectively across diverse groups from senior stakeholders and clients to junior team members
  • Acts with a sense of urgency to move others to action, even when outcomes are uncertain
  • Confidence to makes difficult or unpopular decisions and stands behind them
  • Ability to facilitate diverse groups through a structured design process in workshops or via remote activities


  • A minimum of 10 years’ experience in Client Service in Banking
  • Experience in TTS Client Operations, especially in Cash Operations
  • A bachelor’s degree or post-graduate qualifications


  • Work effectively in cross-organizational situations and be enthusiastic about delivering quality solutions while working with world-class teams, processes and tools
  • Embraces feedback from others to make changes to improve impact and effectiveness
  • Highly effective written and oral communication skills
  • Excellent organizational and project management skills
  • Promote teamwork and maintain effective communication within and across groups



8 July 2019
Location: Malaysia Formosa George Town
Work type:
Full time
Banking and Financial Services
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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