Assistant Manager, Cash Client Services

Job ID: 39109

Location: Ho Chi Minh, VN

Area of interest: Operations

Job type: Regular Employee

Work style: Office Working

Opening date: 9 Sept 2025

**JOB SUMMARY**
To handle S2B client onboarding/maintenance and training request, provide an accurate, legal, efficient and timely service to customers and other internal counter parties.**RESPONSIBILITIES**

**Strategy**

**Targeted Improvements**
- Act as a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client channel issues and identify opportunities to improve overall service for the clients
- Ensure uniform approach towards implementation of Global IMO Model and adherence to DOIs
- Deliver excellent service against agreed service standards, delivery standards, and mínimal error rates as appropriate

**Automation and Streamlining**
- Monitor the efficiency, effectiveness and quality of the operations from time to time and provide corresponding actions for improvement with respect to the changing business or customer needs
- Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes
- Drive adoption by the team, of the latest tools and techniques to improve performance
- Adherence to changes in line with the IMO destination model

**Business**
- To deliver excellent service and advice to our Corporate (Corporate & Institutional Banking) & Commercial Banking clients in all interactions for their channel activation pre-transactional enquiries/setup, trainings and other channel related issues
- Laise with business units, local/group product, other supporting operations and external business partners when necessary to capture business opportunities in a timely and effective way
- Supporting various stakeholders on regulatory and audit requests
- Act as departmental coordinator for outsourcing matters. This requires detailed understanding of outsourcing policy, procedure and regulation
- Maintain good working relationships with the various Business Units, Finance, Risk, Technology and Operations community
- Undertake ad-hoc duties and when delegated by Line Manager.
- Identify process improvement opportunities and work closely with management to implement the chang

**Processes**

**General**
- Engage clients throughout process, ensuring seamless delivery and client experience
- Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases.
- Adheres to first-time-right principles
- Provide insight and suggestions to improving processes, identifying opportunities to streamline and automate. Looks at ways to promote standard work and best practices.
- Undertake ad-hoc duties and when delegated by Line Manager
- Deliver quality, risk management, efficiency and effectiveness as per agreed standards & metrics
- Drives relevant targets across team. Ensures that the team works collaboratively to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and to within agreed service level agreements including turnaround times, productivity, and quality
- Ensure work performed by team is error free with no operating losses and adheres to first-time-right principles. Contribute to the teams’ BAU productivity at the highest standards, ensuring mínimal rework across the team within all processes managed.
- Manages document inventory, ensuring processes are in place and consistently adhered to by the team in line with global documentation standards and to enable retrieval of documentation in a timely manner
- Drives robust operating rhythm across team, ensuring allocation of resources against simple vs. complex and critical activities delivers best outcomes for clients and the Bank. Proactively plans capacity by forecasting volumes and measuring cycle times
- Identify process and service improvement opportunities and work closely with management to implement changes, facilitate transfer of best practice
- Drives implementation of change initiatives
- Ensure that appropriate internal resources, systems, procedures and controls are in place and are operating effectively
- Appropriately challenge stakeholders in the value chain where necessary, facilitating resolution of complex cases and where blockages exist that impact execution
- Ensure, lead and monitor both strict adherence to regulatory requirements, and efficient preparation for Audit reviews
- Responsible for appropriate and timely escalation, especially significant risk issues, to any governance committees or to other stakeholders in senior management, risk or control functions as appropriate
- Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures

**Client Due Diligence (CDD) and Regulato