Client Services Team Leader

Responsibilities

Client Services Leadership & Delivery

• Lead and manage the Client Services (Loan Agency Operations) Complex Transactions Team for the Asia business, ensuring effective delivery across all client servicing activities.
• Set and maintain high service standards, ensuring client deliverables are completed accurately, on time, and in line with contractual and regulatory requirements.
• Act as a senior escalation point for complex or sensitive client issues.
• Own client communication standards, ensuring clarity, timeliness, and consistency across the business.
• Proactively manage client expectations and support long-term client satisfaction and retention.

Operational Oversight & Collaboration

• Work closely with the Head of Loan Operations (Asia) to ensure client servicing aligns with broader Asia business priorities and objectives.
• Partner with colleagues in the Transaction Management team to ensure smooth onboarding, execution, and ongoing servicing of new and existing business.
• Ensure payments, notices, reporting, and other client deliverables are processed accurately and within required deadlines.
• Actively participate in issue resolution, process improvement, and operational re-engineering initiatives.

Risk, Governance & Controls

• Ensure client servicing activities comply with internal controls, operating procedures, and regulatory requirements.
• Contribute to periodic reviews of operating procedures and service frameworks. People Leadership & Resource Management
• Lead, develop, and mentor the Client Services (Loan Agency Operations) Complex Transactions Team.
• Set clear objectives, performance measures, and development plans for team members.
• Monitor staffing levels to ensure appropriate resourcing and scalability.
• Work closely with HR on recruitment, performance management, succession planning, and the annual appraisal process.
• Train new joiners to the team on GLAS systems, processes and procedures.
• Foster a client-centric, accountable, and inclusive team culture. Change, Strategy & Continuous Improvement
• Lead and support change initiatives impacting client servicing, including technology deployment, system enhancements and process transformation.
• Contribute to strategic and ad-hoc projects that improve client experience, operational efficiency, or scalability.
• Work with the Product Development team as needed to assess the service impact of new products and support successful launches.
• Provide insight and analysis on client trends, service performance, and potential risks or opportunities.

Client & Market Engagement

• Support the Transaction Managers, Head of Loan Operations (Asia), Managing Directors and Head of Business Development (Asia) in maintaining and strengthening key client relationships.
• Represent the Client Services team at selected client meetings and industry events as required.
• Act as a trusted point of contact for clients and colleagues on service-related matters.

Experience & Qualifications

• Proven senior experience in Loan Agency Operations/Client Services, Loan Operations, or similar leadership roles within financial or professional services.
• 2-3 years of Loan Agency Operations/Client Services 4 eye check approval duties.
• Strong track record of managing teams and delivering complex client service operations.
• Experience working within institutional debt markets.
• High attention to detail with strong organisational and time-management skills.
• Demonstrable experience in change management and process improvement.
• Strong project management capabilities.
• Good technology skills, including experience with loan administration and payment systems.
• Highly client-focused with a strong service mindset.
• Professional credibility to represent GLAS with clients and stakeholders at senior level.