Assistant Vice President - Client Services, Indonesia Global Banking Operations

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
 

Job Description:

In this role, you will manage a portfolio of FI and Corp Clients, serving as their primary point of contact to ensure exceptional service delivery and timely issue resolution. You will collaborate closely with internal partners across Operations, Compliance, Product, Sales and Relationships Management to address client needs and enhance service quality. You can expect to contribute to process improvement initiatives, uphold governance and risk standards and gain exposure to senior stakeholders through client discussions and service review. This position offers the opportunity to lead by example, mentor junior team members, and play a vital role in strengthening the Bank’s client relationship and service excellence culture.

Responsibilities:

• Provides day-to-day account servicing, resolution and operational requests for accounts and clients.
• Identifies, resolves and discovers root causes through research and analysis to provide solutions in a timely manner with error free quality.
• Responsible for account management (based on client requests received) including handling escalations of more complex issues by managing the coordination of workflow to business partners and ensuring timely resolution.
• Utilizes expertise to drive results within the established framework of defined processes to resolve complex requests.
• Understands the end-to-end process for sales, service and fulfillment.
• Interacts continuously and deepens relationships with internal business partners as well as clients to further enhance client delight.
• May have in person client engagement and presentation responsibilities.
• Provides statistical analysis and initiates projects and processes to improve efficiency

Key Objectives

• To ensure delivery of high-quality and timely services to clients in accordance with established standards and service level agreements (SLAs).
• To build and maintain strong client relationships through proactive communication and issue resolution.
• To act as the primary point of contact for clients, coordination with internal stakeholders to ensure seamless service delivery.
• To identify opportunities for process improvement and contribute to enhancing the client experience.
• To support the implementation of client onboarding, maintenance, and reporting processes efficiently and accurately.

Skills:

• Minimum 8 years of relevant experience in client service within banking industry.
• Strong background in handling Financial Institution (FI) clients; exposure to Corporate Banking clients is also acceptable.
• Proven track record in managing end-to-end client servicing processes, including account maintenance, onboarding and issue resolution.
• Experience in coordinating with internal stakeholders such as Operations, Compliance, Sales and Product teams to ensure timely and effectively client support.
• Excellent understanding of banking product and services.
• Strong client management and communication skills, with ability to engage senior stakeholders internally and externally.
• High attention to detail, strong analytical mindset and ability to work under pressure in a fast-paced environment.
• Proficient in written and spoken English.
• Demonstrated leadership, with ability to guide junior team members and ensure adherence to service standards.
• Client-centric, proactive, and solutions-oriented.
• Collaborative, adaptable, and able to navigate complex organizational structure.
• Absolute team player and evidence of character consistent with Bank of America’s core values.