Senior Officer Client Services.NY-Operations.41.Operations Group

Provide high-quality Client Service and operational oversight across multiple regions and time zones, including U.S. off-hour coverage. Serve as a key point of contact for client escalations, ensuring timely resolution and effective coordination across internal stakeholders. Provide control and oversight of non-trade banking activities, including Account Services, Payments and Remittances, Inward and Outward Clearing, Check Collections, and Cash Letter services, while ensuring adherence to established controls, service standards, and regulatory requirements. 

• Manage client inquiries and escalations through resolution, ensuring appropriate prioritization, ownership, follow-up, and communication. 
• Coordinate time-sensitive and high-priority payment instructions with relevant processing teams, ensuring critical deadlines and client expectations are appropriately managed. 
• Maintain and periodically review Standard Operating Procedures (SOPs), desktop procedures, and supporting documentation to reflect changes in processes, systems, controls, and regulatory requirements. 
• Support the development and maintenance of contingency and business resiliency procedures for critical activities. 
• Participate in contingency, disaster recovery testing with local schemes, and business resiliency testing; document results, identify gaps, and coordinate required follow-up and remediation. 
• Ensure that non-trade transactions viz account services, payments and remittances, check processing etc are handled efficiently and effectively.
• Ensure that policies and procedures and delivery standards are met which ultimately should reflect in a satisfactory audit rating and acceptable level of customers’ satisfaction.
• Coordinate with Centralized Operations Team in Head Office to ensure all incoming and outgoing Funds Transfers are executed within established time frames.
• Serve as checker and owner of all account documentation. 
• Ensure that all account documentation is updated on timely basis.
• Ensure strict compliance with the Bank’s Policies and procedures as well as all local laws and regulations.
• Establish Customer Service Standards and obtain SLA from Centralized Operations in HO.
• Analyze SDS MIS received from Centralized Operations in HO to ensure that SDS are in compliance with SLA.
• Coordinate with Centralized Operations in HO ensuring that Complaint Resolution System and culture is set up to respond to inquiries attending/resolving complaints (whenever necessary) to maximize customer satisfaction.
• Analyze Errors/ Complaints/ Inquiries MIS received from Centralized Operations, HO to determine root cause of problems and recommend controls needed to fix the gaps to maximize productivity and customer satisfaction.
• Prepare and ensure implementation of staff training plans to develop their skills and competence to perform assigned tasks accurately as well as efficiently and facilitate their career growth.
• Ensure that pre-advices are received via MT110 for all checks/ drafts drawn by correspondent banks on their accounts. Follow up with the customer to obtain missing details, if any.
• Actively participate in all AML committee meetings providing meaningful recommendations whenever necessary regarding whether to file Suspicious Activity Reports. 
• Raise URF for any issues faced in the System(s).

Conduct testing of new system (s) and/or enhancements in existing systems and provide test results.

• Identify procedural gaps and recommend enhancements to strengthen operational controls, efficiency, and consistency of service. 
• Monitor outstanding client requests, processing exceptions, and service issues, escalating matters requiring additional intervention or management attention. 
• To ensure implementation of the Bank’s approved policies with efficient and accurate maintenance of records for production of MIS, Regulatory and other requirements.
• Use of best judgment in handling/processing of Collections, Remittances, Clearing Items and to interpret the situation and handle complex/odd cases.
• Manage the flow of work volume to comply with delivery standards vs banking hours.
• Take care of Business Group commitments to the customers and maintain adequate level of control simultaneously.

Finding ways/solutions with customers/branches in cases of wrong payments or debits/credits. 

• Ensure that non-trade transactions viz account services, payments and remittances, check processing etc are handled efficiently and effectively.

• Ensure that policies and procedures and delivery standards are met which ultimately should reflect in a satisfactory audit rating and acceptable level of customers' satisfaction.

• Coordinate with Centralized Operations Team in Head Office to ensure all incoming and outgoing Funds Transfers are executed within established time frames.

• Serve as checker and owner of all account documentation.

• Ensure that all account documentation is updated on timely basis.

• Ensure strict compliance with the Bank's Policies and procedures as well as all local laws and regulations.

• Review & update operating procedures to simplify work flows and to ensure that they are workable. (practicable), standardized, cost effective and cover bank risks adequately.

• Establish Customer Service Standards and obtain SLA from Centralized Operations in HO.

• Analyze SDS MIS received from Centralized Operations in HO to ensure that SDS are in compliance with SLA.

• Coordinate with Centralized Operations in HO ensuring that Complaint Resolution System and culture is set up to respond to inquiries attending/resolving complaints (whenever necessary) to maximize customer satisfaction.

• Analyze Errors/ Complaints/ Inquiries MIS received from Centralized Operations, HO to determine root cause of problems and recommend controls needed to fix the gaps in order to maximize productivity and customer satisfaction.

• Prepare and ensure implementation of staff training plan to develop their skills and competence in order to perform assigned tasks accurately as well as efficiently and facilitate their career growth.

• Ensure that pre-advices are received via MT110 for all checks/ drafts drawn by correspondent banks on their accounts. Follow up with the customer to obtain missing details, if any.

• Actively participate in all AML committee meetings providing meaningful recommendations whenever necessary regarding whether or not to file Suspicious Activity Reports.

• Raise URF for any issues faced in the System(s).

• Conduct testing of new system (s) and/or enhancements in existing systems and provide test results.

• Bachelor's degree with minimum 10 to 12 years' experience in general banking operations with experience of handling customer queries / complaints related to correspondent banking and cross border payments.

• Thorough knowledge of statutory and regulatory requirements in the concerned operational area.

• Wide based knowledge of other areas of banking viz. treasury operations.

• Strong inter-personal, communication, analytical, problem solving, organizational, leadership and planning skills required.

• Should have thorough knowledge of Country's Banking Laws & practices as well as other local regulations

• Fully conversant with operating systems, SWIFT, Clearing/Collection, Remittances, etc.

• Behavioral Competencies