Vice President, Client Management - Global Transaction Services, IBG
DBS Bank
Queen's Road Central, Hong Kong, China

Business Function

Global Transaction Services (GTS) comprises of Cash & Trade, Securities Services and Fiduciary Services. In an increasingly borderless world marked by burgeoning trade flow, expertise in trade finance services is an invaluable asset.

With cash the lifeblood of every company, so too, is a good understanding of how to manage these cashflows. Trade Finance, together with Cash Management, is the mainstay of GTS, and is extended to SME and corporate clients for their local and cross-

border financial transaction needs.


  • To act as a single point of contact for the Bank’s top-tier IBG clients on cash and trade matters, actively engaging customers on all aspects of their requirements and provide high level of support to them, and strengthen the overall relationship with these clients at various levels.
  • Proactively build, manage and nurture client relationship with the Bank through excellent service;
  • Enhance client experience through timely and satisfactory resolution of issues and queries raised by clients. This may involve intensive co-
  • ordination with relevant departments locally and regionally;
  • Conduct regular service review;
  • Maintain close relationship with clients through visits and / or customer calls;
  • Grow revenue and transaction volumes through increase share of wallet and cross-selling GTS products
  • Retain and grow organic revenue through great servicing, customer’s engagements, close monitoring of client’s activities, increase transaction volume via enhanced service experience;
  • Identify new opportunities and execute cross sells / referrals DBS products and services working closely with other areas of the group to develop joint business initiatives;
  • Key service contact point for major client relationships (identified through a standard selection process agreed jointly by the Relationship Manager, Sales & Client Management);
  • Work in partnership with BusinessCare, Cash PSU, Trade PSU and Support Functions to ensure the service standards of non-
  • complex GTS enquiries are met and proper escalation of service issues are in place;
  • Act as an escalation point to provide necessary remedial actions arising from material service issues impacting these clients while identifying and introducing service improvements to improve the overall client experience;
  • Partner with GTS Product Management to provide customer feedback on product related service issues to feed into product development roadmaps;
  • Work closely with Client Implementation Manager and Sales Manager on boarding new client or product / service for existing client to ensure no breakage in client on-
  • boarding process and post live support;
  • Cross-sell Working Capital Solutions - cash management and trade Finance products & services to existing clients and grow transaction volumes channelled via DBS;
  • Work with relevant teams on competitive portfolio’s trend and information on re-pricing or win new relationships / deals for these clients;
  • Lead service level review with clients and work towards greater client satisfaction with our products and services.
  • Requirements

  • At least 7 years of relevant experience with 2 years of transaction banking experience is preferred
  • Service oriented, client focused, revenue focused proactive with a responsible approach to responsibilities, and ability to build positive relationships;
  • A good team player, innovative thinker, good change manager, good analytical skills and able to manage resources effectively to achieve efficient cost / service levels;
  • Good organization skill and task orientated. Ability to organise, prioritise and multi-task, work independently and under pressure;
  • Experience in financial industry with a preference for prior client management experience in local and / or global markets;
  • Experience in cash management or trade finance product & / or strong knowledge of cash / payment operations is critical;
  • In-depth knowledge of market practices, industry / regulatory requirements and processes.
  • Speak fluent English, Cantonese and Mandarin.
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