Vice President, Fulfillment and Services Operations, Client Service

Job Description:

About Bank of America:

Our purpose as a firm is to make financial lives better, through the power of every connection. Across the world, we partner with leading corporate and institutional investors through our offices in more than 35 countries. In the U.S. alone, we serve almost all of the Fortune 500 companies and approximately 67 million consumer and small-business clients. We provide a full suite of financial products and services, from banking and investments to asset and risk management. We cover a broad range of asset classes, making us a global leader in corporate and investment banking, sales and trading.

Connecting Asia Pacific to the World

Our Asia Pacific team is spread across 19 cities in 12 markets. We are focused on connecting Asia to the world and the world to Asia, using our global expertise to ensure success is shared between us, our clients and our communities. Our regional footprint covers 12 currencies, more than a dozen languages and five time zones, placing us firmly among the region’s leading financial services companies.

Position Description

Successful candidate must have solid knowledge of the end-to-end sales, service and fulfillment process. He/she will be responsible for building and managing client and business partner relationships while improving overall client delight. Monitors internal processes and leverages six sigma methodology to drive efficiencies and streamline processes. Manage compliance and audit controls to ensure mitigation of risk to the client and the Bank. Increase six sigma utilization to enhance process excellence. Must translate strategy into tactical action plans while staying client focused.

Key Responsibilities

• Manages overall service and implementation processes.
• Responsible for building and managing client and business partner relationships while improving overall client delight.
• Ensures adequate staffing levels and service level agreements are met in a timely manner to drive client delight.
• Responsible for expense and performance management, turnover, reporting, and forecasting trends to drive efficiencies.
• Monitors internal processes to drive efficiencies and streamline processes and enhance process excellence.
• Execute and integrate new capabilities, as driven by regional and global objectives
• Manage compliance and audit controls to ensure mitigation of risk to the client and the Bank. 
• Develop and execute business continuity and event management processes

Key Requirements

• Solid knowledge of the end-to-end sales, service and fulfillment process.
• In-depth knowledge of customer service principles and practices
• In-depth knowledge of project management principles and practice
• Sound knowledge of policies, relevant regulations to the banking business
• Sound knowledge of procedures and risk management/effective Quality Assurance
• In depth knowledge of treasury, cash management products, wholesale operations
• Ability to manage alliances, client relationships, cross functional initiatives and process integration within the geography covered
• Proven stakeholder relationship/influence management skills to achieve swift adoption
• Solid knowledge on problem analysis and problem-solving
• Communicate and negotiate effectively
• Must be a team player, take ownership, and drive for results to grow the business, sustain intensity and optimism while focusing on the client