Squad Lead, M2E trade onboarding and Servicing

Role responsibilities:

• Lead and mentor a team of specialists responsible for client onboarding and servicing, ensuring they have the necessary resources, guidance, and support to perform their duties effectively.
• Facilitating the smooth onboarding of clients onto the trade platform, responsibilities include supporting sales team by providing training, co-ordination with internal stake holders i.e. customer service, BBO, Trade implementation, TOC Windows and RTOs and ensuring timely onboarding and servicing.
• Implementing Agile principles and practices to manage the project effectively, including frequent communication with various stakeholders, monitoring the performance week on week basis, regular process improvement and adaptability as per the market requirements.
• Engaging with internal stakeholders, such as Trade products, CC, CB , CFS, Islamic banking and Trade operations to prioritize tasks, resolve issues, and ensure alignment with project goals.
• Developing project plans, defining timelines, and tracking progress using Agile tools and techniques, such as Kanban boards, sprint planning, and burndown charts.
• Identifying potential risks and dependencies associated with the onboarding process, developing mitigation strategies, and proactively addressing issues to minimize disruptions.
• Identify opportunities to streamline and optimize the onboarding and servicing processes, working closely with team members to implement improvements that enhance efficiency and client satisfaction. Encouraging a culture of continuous improvement within the team, soliciting feedback from stakeholders, and implementing lessons learned to enhance the onboarding process and service delivery.
• Serve as the main point of contact for clients during the onboarding process, addressing any questions, concerns, or issues that may arise. Maintain regular communication to keep clients informed of progress and upcoming milestones.
• Monitor key performance indicators (KPIs) related to client onboarding and servicing, such as onboarding timeframes, client satisfaction scores, and issue resolution rates. Use data insights to identify areas for improvement and drive continuous optimization.

Requirements :

•A least 4-6 years’ experience in Trade Product Management with any banks.

•Strong domain knowledge to work in Agile environment.

•Good understanding on of trade products and services, systems, risk management, regulatory compliance, and etc.

•Strong project management and stakeholder management skills.

•Working experience in customer journey mapping and competitor analysis.

•Strong analytical, problem solving, communication and creative skills.

•Understanding and experience in JIRA

•Strong written and communication skills.