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.