Singapore 
Asset Management 
Permanent The Relationship Management team has overall responsibility for the development and ownership for all key client relationships, client to business interaction and client communication. This includes strategic account planning and relationship development, the management of profitable client relationships and the organic development of existing clients and services. Working closely with key stakeholders externally and internally, the Relationship Management team monitor and manage and report on client perception and expectations in respect of our clients products and services. This team also co-ordinates the activities across all operational teams and locations to ensure the ongoing fulfilment of service delivery to Clients.
The Role
The primary responsibility of the Relationship Manager to maintain and ultimately increase the profitability of existing clients in their specific location and ensure adequate service level delivery in line with the SLA. In addition, the Relationship Manager is responsible for broadening and deepening relationships with existing clients of Asset Servicing where major business opportunities exist, maintaining the well being of the existing relationships and ensuring retention of client business.
Management responsibility includes oversight of all aspects of service delivery (in line with existing SLAs and defined KPIs) as well as ensuring that our clients responsibilities are properly executed in accordance with a focussed and disciplined relationship management framework. In addition to managing existing relationships, there is a significant focus on developing and ultimately increasing the profitability of these clients. This involves understanding the client’s strategy and future direction and matching services and products to meet those needs. This also includes the implementation of these new products and services as well as the take on of new portfolios.
Responsibilities
1. Responsible for managing existing client relationships:
- Analyse the client’s organisation with the specific purpose of understanding their strategy and identifying their future needs
- Understand their organisation and who the key stakeholders and influencers are
- Responsible for the completion, maintenance and tracking of the strategic account plan
- Responsible for the overall management and oversight of the relationship management framework (senior management review meetings, B2B monthly meetings, planning sessions etc.)
- Delivery and presentation of monthly / quarterly Report Cards and other management information
- Build professional and trusted relationships with key stakeholders within client organisations and any associated third parties
- Build professional and trusted relationships with internal stakeholders
- Liaise with Client Service Managers and Operational Managers to ensure client satisfaction levels are maintained
- Monitor quality of service delivery to existing clients and ensure that you are responsive to clients concerns and issues
- Look to provide value-added activities that differentiate our client from the competition, e.g. evaluate trend analysis, analyse current activity to identify and suggest service improvement opportunities, educate client on product usage, etc.
- Negotiate new (or renewed) client contracts, in accordance with documented plan
- Responsibility for coordinating RFP’s or re-tender proposals for existing client relationships
- Ensure a professional and consistent relationship management approach across all client accounts
2. Responsible for identifying new business opportunities (including new initiatives, product development and new operating models).
- Understand the full offering of our client in general (locally and globally) in order to maximise cross-selling potential
- Coordinate regular meetings for the specific purpose of identifying new revenue opportunities
- Through a consultative selling approach, identify areas where our client could provide additional services and work internally to propose creative solutions to the client
3. Responsible for ensuring maximum profitability is achieved from the client relationships
- Review fee tariffs in accordance with client agreements and service provision
- Monitor client profitability
- Work with the Client Service Manager to ensure that additional services are charged for, where appropriate
- Liaise with clients to ensure that invoices are paid in a timely manner
- Control internal costs and own expenses
- Review of risk points associated with Client and operational model
4. Supporting the sales effort for new clients:
- Define service levels for new clients in conjunction with Sales and operations
- Participate in RFP’s and sales programs
Required Qualifications, Skills and Experience:
- An experienced Relationship Manager, with proven success in managing complex, corporate/institutional relationships
- Degree qualified in Business, Commerce, Accounting or related discipline
- Minimum 10 years’ experience within the Financial Services industry with at least 5 years’ exposure to custody or related businesses
- Industry knowledge, particularly of Investment Operations/Securities Industry, and ideally in specialist custody functions
- Excellent communication skills, particularly to be able to summarise complex technical arrangements for a non-technical audience
- Experience in driving a culture of customer-focus and quality
- Proven track record of effective negotiation, with ability to build consensus and achieve compromise
- Sales experience, with track record of success in consultative selling
- Ability to work cohesively and positively with colleagues and management peers
Please note: To be considered for this role, you must hold Singaporean citizenship or be a Singapore Permanent Resident.
EA Licence: 15S7735