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As a Client Facing & Client Service Account Manager (CSAM) you will maintain and enhance best in class Client Service and build relationships with the local correspondent banks & Corporate clients in the APAC region. The Manager will have knowledge of Trade Finance products such as: Standby LCs, Commercial LC products, Collections, Bank Guarantees, Bank to Bank Reimbursements, FI Loans and Participations.
A successful candidate in this role will act as the Client's trusted advisor and put the client first while developing and maintaining partnership with Trade Finance clients with focus on providing transparency within the lifecycle of a transaction.
This is a critical role within the Global Trade Client Service Organization required to enhance and improve the overall client experience in the APAC region. This role will act as 1st point of escalation from the Correspondent bank, Corporate Client Service team, Relationship Manager/Sales/Banker and the CSAM team located within the local branches. The incumbent will work closely with Operations and Front-office managers in the APAC region as we build out support for the APAC region.
Manage life cycle of transactions after Sale
- Building relationships with the Operations staff - Ensure transactions are timely processed based on client SLA and client expectations are managed - Help streamline text review coordination with Advisory - Chase approvals, when require - Track the Operations turnaround times and quality for all APAC transactions - First point of escalation within APAC client service
And client oriented: - Analysis of customer behavior: n umber of refusals, discrepancy trends, response time, past due fees, cx (complaints, compliments) - Reporting of outstanding transactions with clients
Escalate client concerns and any issues to Sales (i.e., encryption emails)
Streamline processes in line with Trade priorities and feed into relevant improvement channels
Support sales and client visits by producing stewardship report (volume, issues, fees collected, etc.)
- Develop, maintain and broaden partnerships with Clients - Understand Clients' business to predict their needs and provide appropriate solutions - Proactive outreach to platinum clients - Assist in developing and executing strategic Client plans - Promote use of self-service tools to reduce number of Client inquiries - Analyse payment and associated activities in order to identify efficiencies and cross sell opportunities - Promote sharing of experience and best practice across the Service team - Participate in and support Global Trade Finance initiatives - Identify opportunities for product development and enhancement - Develop internal partnerships (e.g. Sales, Operations, Product, Securities Services) - Identify and escalate potential risk associated with Client activities - Record all Client interactions (e.g. calls, meetings, issues, proactive communications) - Escalate client concerns and any issues to Sales (i.e., encryption emails) - Participate & Present in client events - Conduct client training with Sales & Product teams
Minimum of 5 years of Global Trade experience; must have a working knowledge of Trade Finance products and services offered
Proven leadership skills and capable of delivering exceptional performance under pressure.
Strong focus on client satisfaction and the building of excellent relationships with our customers
Excellent planning and organization skills
Comfortable working within tight deadlines
Ability to operate in a collaborative environment and must possess strong interpersonal skills necessary to work effectively with colleagues at various levels of the organization
Ability to develop and mobilise internal networks and resources
Ability to effectively use and manage multiple systems