Fund Services Officer
6 days ago
**JOB SUMMARY**
- The jobholder leads a dynamic, and multi-product team responsible for managing critical operational processes, controls and delivering a high-quality service to a diverse range of highly demanding clients. They are accountable for end-to-end delivery of Fiduciary and Fund Services operations for Thailand ensuring that we are aligned F2B where certain activities are managed in our hubs, we mitigate any operational, regulatory or client risks and enable the FSS businesses.
- The jobholder plays a role in the definition and implementation of transformation initiatives, service, and control standards in the country/market. The jobholder pulls out country and specific themes that need to be addressed across the region and/or globally. Whilst simultaneously ensuring best practice and Group standards are adhered to in the region. This requires a high degree of understanding of the differences and nuances between the inputs from markets and the resultant impact on the global operating model.
- The role requires extensive collaboration with regional and country functions such as our hub operational teams (where relevant), Front Office, Middle Offices, Sales, Client Management, Legal, Compliance, Risk and Product Management. To drive change in the local country teams when it comes to identifying opportunities for transformational projects but also in the managing of the day-to-day processes and controls and ensuring regional priorities are being worked on as part of our global agendas.
- The job holder carries out the end-to-end operational responsibilities in the country/market and works closely with the other fund operations Asia country leads, central hubbed teams, country FSS business head, Country FSS Product, regional and group risk heads. To ensure that the operational units perform optimally and can articulate a forward-looking view of business growth, emerging local trends, and regulations to develop a platform consistent with the Bank’s and business’ strategic ambition.
- The jobholder is a member of the FSS Operations Thailand Leadership Team.
**RESPONSIBILITIES**
**Strategy**
- Contributes to the definition of best-practice global operating standards and operating environment within the Target Operating Model (TOM).
- Implements TOM and oversees its ongoing development in the country/market in addition to local market standards and approved client needs.
- Ensures compliance with all Group and Country policies, Code of Conduct, statutory regulations, and laws.
- Strong advocate of service consistency within and across regions. Actively takes steps to eliminate / minimise use of non-standard solutions.
- Identifies strategic service delivery issues relating to technology, process, human resource, and service quality and implements appropriate solutions.
- Ensures the operations teams are optimised and that resources are effectively managed to rapidly fill any service gaps identified.
- Participate in developing the strategic operations direction and roadmap for FSS, align with Business Strategy and investment appetite.
- Deliver a robust control environment which mitigates the risk of loss and safeguards the Banks assets.
- Ensure the client experience is seamless based on efficient processing, timely resolution of client exceptions and is perceived as an enabler by the business to generate and retain client flows.
- Alignment of activities to support the wider FSS Operations utilities model for greater standardisation, process efficiency and cost reduction.
**Business**
- Oversees effective management of country budgets.
- Deliver Business Efficiency targets.
- Monitors client service standards to ensure high-quality operational and client support services are provided.
- Acts as escalation point for country level operational issues - identifies remedial solutions and oversees timely, efficient implementation when required.
- Works closely with all members of the end-to-end journeys to ensure operational platforms support client service level agreements and internal benchmarks as well as identifying opportunities for automation
- Proactively works with their country teams and regional peers to ensure development of pool of knowledgeable, mobile operations staff.
- Champions the identification and implementation of operational best practice across markets within region and with other regions.
- Ensures compliance with all relevant local and global regulatory requirements and industry best practice.
- Drives continuous improvement culture to maximise cost and processing efficiency.
- Represents the Fiduciary and Fund Services operations function at operational forums, groups and conferences where needed.
**Processes**
- Accountable for managing critical operational processes, controls and delivering a high-quality service to a diverse range of highly demanding clients.
- Accountable for end-to-end delivery of Fiduciary and Fund services operations for Thailand ensuring that we miti
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