Vice President, Client Service (Vietnam)

We're seeking a future team member for the role of Vice President, Client Service (Vietnam) to join our Global Payments & Trade APAC team. This role is located in Singapore.

In this role, you'll make an impact in the following ways:

• Lead strategic client service for Vietnam, serving as the senior escalation point and driving executive-level communications, Service Reviews aligned to SLAs and client outcomes.
• Manage Premium clients based in Vietnam to elevate the client experience for a differentiated service with consultative approach for this client segment.
• Conduct regular client calls to strengthen relationships, understand client needs, and act as a trusted advisor in delivering service excellence.
• Act as client service point of contact for day-to-day inquiries and ensuring timely response by adhering to service levels for resolution and provide quality client experience
• Orchestrate cross-functional partnerships and regional coverage (APAC), collaborating with Product, Operations, Technology, Implementation, and Sales to streamline end-to-end client journeys and standardize best practices.
• Maintains familiarity with industry best practices and market intelligence to offer value added services such as client digital solutions
• Drives and plans service initiatives such as Service Account Plan and Service Reviews
• Champion digital enablement and process transformation across transaction banking (FX, Payments, Trade Finance, Cash Management), increasing STP, reducing defects, and improving turnaround times.
• Supports multiple geographies (when required) and client accounts across APAC

To be successful in this role, we're seeking the following:

• Bachelor's degree or the equivalent combination of education and experience is required.
• 10+ years of relevant product/financial experience in banking or client service
• Fluent in business Vietnamese, written and conversational. Fluency in another Asian language is an added advantage to cover our APAC client segments.
• Foundation in transaction banking product knowledge (FX, Payments, Trade Finance, Cash Management, etc)
• Possess excellent interpersonal skills and positive attitude.
• Strong analytical skills and detail-oriented. Consultancy or data analytics skills are added advantage to manage transformation initiatives.