Join our team to create positive impact in the world

As part of the Operations Team, the successful candidate will be tasked to deliver targeted results across dimensions including client onboarding, servicing, and defending the revenue leakage. 

The role involves significant interaction with Business Development, Product Management and Operation Leads within the company and delivering an outstanding client experience   

Primary Responsibilities 

• Execute the customer onboarding process, from KYC till the customer goes live 
• Ensure a seamless transition for the client as they move from a pre-go-live to business-as-usual mode 
• Responsible for end-to-end resolution of client requests/inquiries, leveraging resources across other functional areas to enhance the client experience and escalate if the resolution exceeds expected SLAs 
• Solicit customers’ feedback and identify problem trends for improvement actions 
• Defend the revenue leakage and identify incremental business opportunities 
• Communicate and liaise, acting as an escalation point with internal parties to resolve customer issues 
• Ensures customer satisfaction with post-sales customer service and attracts recurring businesses 
• Ensure Trade Operations procedures and policies are being followed and deviation escalated 
• Work with relevant stakeholders on the delivery of business performance and ensure daily adherence to service level and quality standards in the end-to-end delivery of services 

Required Profile 

• Minimum bachelor’s degree holder with at least 3 years of working experience specifically in customer onboarding and client services 
• Knowledge of cross-border trade finance is a plus 
• Demonstrated interpersonal ability to work across functions and geographies in pursuit of delivering job objectives 
• Capacity for teamwork, learning, and continuous improvement 
• Having a knack for identifying gaps, reducing the turnaround time, well versed in automating processes 
• Fluent in written and spoken English