Wells Fargo Bank

Client Service Manager 4

Wells Fargo Bank
Full Time
Lead (more than 10 years)
Bachelor
English

Job Description

Client Service Manager 4

Head of Service Excellence, Asia Operations
 
  • Leadership role to oversee and strengthen customer service for Trade Finance in the region
  • Provide thought leadership in customer service strategy and manage day to day execution
The Position
Wells Fargo is seeking a Head of Service Excellence for our Trade Finance business in Asia Operations.  Reporting to the Regional Head of Asia Operations, the incumbent will provide strategic leadership for customer service for Trade Finance, on top of managing an effective day to day customer service function for Hong Kong Trade Operations Hub and Insourcing Operations.   The incumbent will work closely with the International Trade Services team and directly with our customers in managing and improving customer service levels. The role covers an extensive scope with key responsibilities as follows:
  • To provide strategic direction in customer service for Trade Finance in the area of setting policies and procedures, defining metrics and conducting customer satisfaction surveys
  • To manage the day to day customer service operations for Hong Kong Trade and Insourcing Operations
  • To engage key customers in ensuring high quality and consistent service levels
  • To indirectly manage the customer service teams in the region by ensuring consistencies
  • To lead the customer service team in providing a seamless experience for our customers by working closely with the Operations processing teams as well as the International Trade Service business team
  • To be an effective people leader to coach and upskill the customer service team members in meeting business and customer expectations in the fast moving business environment
The Candidate
  •  University degree holder with at least 10 years of solid customer service experience, of which 5 years in a managerial position supervising a sizable team
  • Strong leadership and people management ability so as to take the team to the next level
  • Strategic, forward thinking and customer focused
  • Ability to manage up, down and across with effective influential skills
  • Possessed a risk management mindset and be able to escalate and communicate customer service related issues to the related risk and control teams
The position will be based in Hong Kong.

Requirements

Team members support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.
 
 

Technical Skills

  • Customer Service
  • Risk Management
  • Surveying
  • Team Management
  • Trade Finance