Bank Of America Vice President Senior Relationship Manager Global Markets Operations 

Singapore 

509860775

OCRM Responsibilities

• Resolution of operational escalations for Priority Clients
• Liaise with internal departments to ensure timely resolution of client escalations
• Partnership with client and internal stakeholders (Senior Heads of Operations, Senior Heads of SRM, Execution Desks, Sales, etc.) to measurably improve processes, automation, client efficiency, cost reduction, lower risk and enable more business
• Prepare presentation material for client meetings and senior management review & conduct client operations reviews
• Coordinate cross-product metrics: define requirements, understand client needs, understand current gaps, and continue to build peer analysis views, prioritize, and implement enhancements.
• Partner with GMO line teams to identify thematics across clients leveraging KPIs and key data points.
• Drive analytics and create dashboards that will allow team to proactively discuss themes and address root causes with clients and internal partners.
• Drive standardization of how BofA Operations are measuring feedback and driving improvements.
• Standardization of client packs, (leveraging GBS team to produce)

Cross-Product Client Coverage and Client Enablement

• Improve cross-product coverage so that client has a holistic and integrated experience pre and post trade (onboarding/KYC refresh/trade lifecycle management/offboarding)
• Identify themes for clients based on feedback (scorecard / meeting / ad-hoc); document what can be done to enhance the client experience - what is being done well and what can be improved.
• Utilize qualitative & quantitative feedback to create actionable plans around process and technology requirements.
• Act as key point of contact on Client Enablement working groups.

Requirements

• Client facing experience and ability to conduct discussions with Clients in a confident manner.
• Strong communication skills - comfortable in interfacing to clients and a cross-section of groups at various levels
• Proficient in Mandarin/Cantonese preferred, but not required.
• Ability to work under pressure in a team environment.
• Ability to liaise with all levels of the firm and people with different experiences and backgrounds.
• Self-motivated and able to work unsupervised. Candidate will be able to prioritize, manage own time and know when to escalate.

Other Qualifications:

• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
• Excels in working among diverse viewpoints to determine the best path forward
• Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
• Commitment to challenging the status quo and promoting positive change.
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
• Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world