Team Leader – Client Services (Loan Agency Operations)
Glas Sas
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Job summary
GLAS seeks a confident Team Leader – Client Services (Loan Agency Operations) to lead the Complex Transactions team across Hong Kong and Singapore. You will ensure top-tier client service delivery, maintain high standards, and collaborate with regional colleagues to support the Asia-wide loan operations strategy.
The role requires extensive experience in loan agency operations, strong leadership, and a focus on client satisfaction and process improvements.
Qualifications
- Proven senior experience in Loan Agency Operations/Client Services.
- Strong track record of leading teams in financial services environments.
- Excellent client service and stakeholder management skills.
Responsibilities
- Lead and manage the Client Services Complex Transactions Team across Asia.
- Maintain high service standards and timely client deliverables.
- Escalation point for complex client issues and risk management.
- Collaborate with Head of Loan Operations Asia and Transaction Management teams.
- Drive change, process improvements and efficiency initiatives.
Skills
Tools
Job description
Team Leader – Client Services (Loan Agency Operations)
Complex Transactions (Asia)
Location: Hong Kong or Singapore
Salary: Competitive
Classification: Full-Time
GLAS is an award-winning independent debt administration services company providing, amongst other
services, loan agency, security agency and corporate trustee services in the international debt capital
markets.
With its origins in acting in complex restructuring transactions, GLAS' work covers a broad range of
transactions ranging from direct lending with banks and debt funds to high yield bond issuances and complex
debt restructurings. GLAS' services are delivered in connection with corporate debt, acquisition finance,
project and infrastructure finance and sponsor and corporate-led leveraged finance transactions.
The business currently comprises more than 450 professionals servicing over 7000 transactions across its
global platform. GLAS currently has offices in London, Sydney, New York, New Jersey, Brisbane, Melbourne,
Paris, Frankfurt, Madrid, Rome, Milan, Dubai, Hong Kong and Singapore.
An opportunity has arisen to join this growing and dynamic firm to support and develop GLAS’s growing
business in Asia.
We seek a confident, flexible and self-motivated individual to support our expanding team based in Hong
Kong and Singapore.
Reporting to the Head of Loan Operations (Asia), the Team Leader of the Client Services (Loan Agency
Operations) Complex Transactions Team has overall responsibility for the Client Services function across the
more complex loan transactions managed from GLAS’ Hong Kong and Singapore offices. This role is
accountable for ensuring consistent, high-quality client service delivery across all such transactions and will
work closely with colleagues based in other GLAS offices, primarily in Australia, to provide a best-in-class
client experience.
As a leader within the Asia business, this role will contribute to strategic discussions, operational
improvements, and change initiatives, acting as a key advocate for both clients and service excellence.
- 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.
- 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.
- Ensure client servicing activities comply with internal controls, operating procedures, and regulatory
requirements. - Contribute to periodic reviews of operating procedures and service frameworks
- 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.
- 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.
- 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.
- 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.
- Experience in work-out, restructuring, or complex credit situations.
- Exposure to operating within a regulated or trustee environment.
- Competitive base salary plus discretionary annual bonus
- Paid annual leave plus Hong Kong/Singapore (as applicable) public holidays
- Flexible working arrangements available if desired
- Long service award
- Career development and study support available
- Private medical insurance
It’s our people who make GLAS successful and we strive to recruit and retain the best people and operate in an environment underpinned by inclusivity, diversity, and opportunity. We recognise that a more inclusive workplace allows ideas and a variety of points of view to trigger discussions or deliver innovative results.
We want people at GLAS to be successful - we are committed in your career development. We truly believe in and live by our values of stepping in, stepping up and standing out.
In addition to our commitment to a diverse workforce we are also happy to talk about flexible working to support work life balance
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