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.

Key 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.

Cross-Functional Collaboration

• Coordinate with Product, Technology, Risk, Legal, Compliance, and Integration teams.
• Collaborate with global teams to share and implement best practices.

Continuous Improvement & Knowledge Sharing

• 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.

Qualifications

• 3-6 years of experience in client support, relationship management, or similar roles.
• Bachelor's degree preferred or equivalent experience.

Skills & Competencies

• 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.