The Head of Account Services is responsible for overseeing and managing all aspects of the account services department. This role requires strong leadership skills, strategic thinking, and the ability to build and maintain strong partnership with all stakeholders. The Head of Account Services will collaborate with various internal teams to ensure the successful execution of projects to further accelerate transformation agenda.
Account Services handle the following functions for the bank’s Corporate, Retail and Securities customers:
Deposit & Securities Account Opening & Maintenance
a. Technical Verification of Supporting Documentations
b. Account Opening & Maintenance
c. Customer Static Data Maintenance
Account Services Processing
a. Online banking facilities
b. Standing Instruction & GIRO
c. Audit Confirmation & Bank Reference Letter RO
Account Servicing Activities
a. Judicial Management
b. Parameter Maintenance
c. Document Retrieval
Project Management
a. Digitalisation & automation to elevate operational efficiency
b. Process optimisation to improve both customer and employee experience
Risk and Compliance
a. Proactive monitoring and effective control on all operational processes
b. Leveage on data analytics for early alerts and preventive action

Manage day-to-day operations with a strong knowledge in the areas of Financials, Risk and Service. Oversee the department and account for SLA to the respective businesses.

Provide strategic direction on digital transformation and foster a culture of transformation:
a. For the operations to continuously improve automation opportunities to scale the business
b. Prioritise deliveries and maintain a strong focus in ensuring quality customer service through the processes and implementation of all technology projects (internal, business and industry) to drive process change and improve overall efficiency
c. Partner with business on technology investment planning
Develop technical and business domain knowledge and skills within the team to :
a. Improve effectiveness of support towards the business and GO&T’s strategy
b. Build and develop the department’s succession and talent pool
c. Embed strong risk culture by providing employee with necessary knowledge, skills and tools to identify, assess and manage risk effectively
d. Put in place plans to identify risks/ control gaps and drive resolution

Prompt escalation to senior management in the event of incident/ lapses
e. Take ownership of issues, overcome challenges and strive for resolutions
Follow up and follow through on all issues
f. Drive initiatives to address process gaps/ errors/ inefficiencies and to improve productivity
g. Provide effective oversight of hubbed, outsourced and remote teams.


Engage, motivate and inspire the account services teams with strong people leadership.
a. Set and communicate clear goals and expectations, and foster a collaborative and high-performing work environment.
b. Recruit, train, and mentor account services staff, providing guidance and support to help them achieve their professional goals and deliver exceptional results
c. Develop successor and talents with implementable plans

Qualifications

• At least 15 years of experience in the financial services industry of which at least 5 years are in senior leadership position
• In-depth business and functional expertise across Account Services
• Excellent communication skills and demonstrates strong ability to work with business and technology stakeholders across all levels internally and externally
• Strong conceptual, analytical, and problem-solving skills and experience in finding operational synergies and performing impact and risk analysis on processes
• Knowledge of industry trends, best practices, and emerging technologies that are relevant to account servicing .
• Proven project management skills, with the ability to prioritize and manage multiple projects simultaneously