ED, Client Onboarding Facilitation Group

• To Provide (1) clear guidance on documentation requirement and (2) support to customers for query resolution throughout the onboarding process.
• Centralize onboarding activities and improve coordination among stakeholders.

Responsibilities

Strategic Leadership & Oversight

• Lead the onboarding and client implementation team for corporate banking clients across Asia-Pacific, based out of Singapore.
• Develop and drive the onboarding strategy, policies, and client engagement model in alignment with global and regional standards.
• Maintain oversight of the client onboarding pipeline, ensuring timely, compliant, and client-friendly activation of services.

Client Engagement & Handholding

• Serve as a senior client-facing escalation point throughout the onboarding journey.
• Oversee proactive client handholding, especially during multi-product and multi-jurisdiction onboarding.
• Partner with Global Transaction Banking Dept. & ensure proper client training, channel access (e.g., host-to-host, SWIFT Net, digital platforms), and readiness for go-live.

Cross-Functional Coordination

• Orchestrate coordination across internal stakeholders: Relationship Managers (RMs), Product Teams, Legal, Compliance, Operations (BCAPD-FCMO CDD [KYC], BCAPD-DG, BCAPD-CMLG), Credit, Risk & Technology.
• Chair regular onboarding forums or calls to review high-value or complex onboarding cases. Use these forums to escalate to Front Office RMs, Management teams to resolve bottlenecks.
• Work closely with regional/global onboarding leadership to standardize processes and resolve bottlenecks.

Regulatory Compliance & Risk Governance

• Ensure full adherence to MAS guidelines, AML/KYC standards, sanctions, tax documentation, and cross-border onboarding regulations.
• Manage onboarding-related operational risks, audit points, and regulatory inquiries.
• Ensure internal controls, quality assurance, and issue remediation frameworks are in place.

Process Optimization & Transformation

• Identify, sponsor, and drive process automation, workflow enhancement, and digitization initiatives in onboarding and implementation.
• Develop & monitor key SLA/KPI metrics (e.g., TAT, NPS, drop-offs) and implement performance improvement plans.
• Drive regular reporting via dashboards & other Business Intelligence tools.
• Drive adoption of onboarding platforms, e-signatures, digital document management, and real-time tracking tools.
• Participate & contribute to key strategic projects that will transform Customer journey.

Requirements

• Minimum 15+ years of experience in corporate banking operations, onboarding (KYC), client implementation (Account/Service activation), or service delivery, transformation, ideally within a G-SIB.
• Strong knowledge of cash management, trade finance, bilateral and syndicated/structured lending, and related regulatory requirements in Singapore and Asia-Pacific.
• Proven track record of leading teams and complex client onboarding programs including managing key stakeholders.
• Strong understanding of MAS regulations, FATCA/CRS, KYC/CDD, and banking compliance frameworks.
• Experience handling large corporate or multinational clients, including RFP implementations and transition service onboarding.
• Client-Centric Leadership - Advocates for the client through complex onboarding journeys.
• Stakeholder Influence - Ability to engage and influence senior management across business and control functions.
• Operational Rigor - Ensures governance, documentation, and execution excellence.
• Project & Program Management - Strong capability to run onboarding as programs with structured milestones.
• Change Management & Innovation - Champions process improvement and onboarding transformation.
• Member of Client Experience Council or Onboarding Governance Forum will be advantageous.
• Supports regulatory reporting or audit reviews related to onboarding controls.
• Involved in client journey mapping and VOC (Voice of Customer) initiatives.