1. Customer Accounts Services Department
Vice President & Head of Customer Service:
 Handle, investigate and reply to clients for all inquiries and complaints relating to CASD.
 Provide training to staff with objective to achieve service excellence to all internal and external
customers within the bank’s standard turnaround time.
 Make proposals to the Corporate Business Line and Energy & Commodities Business Line for client
segmentation and differentiation on client services.
 Accompany Relationship Managers to visit clients to provide customer support and services.
 Oversee and ensure complete account opening documentation in accordance with the bank’s
requirements and in compliance to (AML) MLD guidelines.
 Submit monthly reports on complaints and incidents to the management, assessing the
operational risk and provide recommendation for changes and preventive measures.
 Administrating of leave from staff of Account Opening, Support and Customer Service Section
HEAD of Regional Account Opening
 Attend to customers from all Corporate Business Line on completion of account opening
documents
 Verify completeness of new account opening documents for company accounts from Corporate
Desk.
 Check and authorize letters to clients for irregular resolutions received for updating.
 Verify signatures of customers with Special Instructions.
HEAD of Shares Custody Services/Private Banking Liaison
• Set up procedures and workflow to ensure smooth operation of Shares Custody support.
 Perform role of a Qualified Intermediary and liaise with the US Tax dept to ensure accurate and
timely submission of withholding tax.
 Provide support and services to Private Banking Clients as a Liaison Officer.
Projects:
Handle projects relating to Electronic Banking & System enhancement relating to payment system.
Electronic Banking:
 Attend meetings for products relating to CASD
 Provide feedback on customer support for products relating to CASD
 Co-ordinate with Electronic Banking Dept and IT and CASD for all User Acceptance Tests (UAT)
before launch and enhancements.
 Report problems to EB Dept & IT, and ensure daily smooth operation in CASD
 Keeps problem log for problems encountered.
Payment System
 Attend meetings for products relating to CASD
 Co-ordinate with CASD user & IT, providing the Singapore gap analysis.
Ad-hoc projects relating to CASD
 Handle and co-ordinate with user on system enhancement for mass cheque printing
 Enhancement on printing of debit/credit advices relating to Inward and Outward remittance.
Covers:
 Covers Control & Compliance checks when required.
 Rotates to perform inward clearing duties.