L1 Client Support Specialist - Regulatory Reporting

Role Summary:

The Client Support & Relationship Manager is a dual-function role based in Singapore, combining first-level client support (L1) with operational client relationship management (OCRM). This individual will act as the first point of contact for client issues, ensuring timely resolution and escalation where necessary, while also managing strategic client relationships, conducting service reviews, and driving continuous improvement. The role requires strong communication, technical troubleshooting, and stakeholder management skills to deliver exceptional client service and satisfaction. 

Job Responsibilities:

Client Support (L1)

• Serve as the first point of contact for client-reported issues and queries. 
• Triage, troubleshoot, and escalate issues to appropriate internal teams. 
• Monitor and maintain case hygiene, ensuring timely updates and resolution. 
• Perform daily checks and validations to ensure system health and client satisfaction. 
• Collaborate with support and integration teams to resolve technical and functional issues. 

Client Relationship Management (OCRM) 

• Establish and manage strong relationships with key client contacts. 
• Act as the primary point of contact for strategic clients for BAU production issues. 
• Represent client interests internally and advocate for prioritization of their needs. 
• Conduct regular check-ins, service reviews, and ad hoc client meetings. 
• Produce and present reporting packs including performance metrics. 
• Coordinate with Product, Technology, Risk, Legal, Compliance, and Integration teams. 
• Collaborate with global teams to share and implement best practices. 
• Continuous Improvement & Knowledge Sharing 

Cross-Functional Collaboration

• Identify and implement process improvements. 
• Contribute to business initiatives and provide coaching to team members. 
• Share functional expertise and proactive advice with clients and colleagues. 

Risk & Compliance

• Support internal and regulatory audits and incident management processes. 
• Align risk and control processes with daily responsibilities. 

Requirements

• 3–6 years of experience in client support, relationship management, or similar roles. 
• Bachelor's degree preferred or equivalent experience. 
• Excellent verbal and written communication skills in English. 
• Strong interpersonal and listening skills; ability to collaborate in a global setting. 
• Proven experience in customer service and relationship management. 
• Strong decision-making skills in high-volume, high-pressure environments. 
• Ability to identify processing risks and communicate effectively with stakeholders. 

How We Work:

Delta Capita is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you require any reasonable adjustments through your interview process, please use the designated space within the application questionnaire.

This is a permanent, full-time position located in Singapore. As the selection and interview process is ongoing, please submit your application in English as soon as possible, if your profile is selected, a member of our team will contact you within 4 weeks. For this role, a valid working permit for Singapore is mandatory.

Expectations regarding hybrid working: As we are a Service Provider and Consulting firm servicing clients, our policy for physically working from the office (which may be the clients' offices or our own offices depending on the client) aligns to what our clients' policies and expectations are and these vary. Most of our clients now require a minimum of 3 days per week in the office, 2 days from home, and accordingly this is also the minimum expectation that Delta Capita require.

Who We Are:

Delta Capita Group is a global managed services, consulting, and solutions provider with a unique combination of experience in Financial Services and technology innovation capability. Our mission is to reinvent the financial services value chain providing technology based mutualized services for financial institutions for non-differentiating services.