Client Services Team Leader

Watiga & Co; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Watiga & Co Singapore invites a seasoned Client Services leader to oversee the Loan Agency Operations Complex Transactions Team across Asia, ensuring accurate, timely delivery and regulatory compliance.

You will partner with regional heads, drive service quality, mentorship, change initiatives, and strong governance to support client satisfaction and scalable operations. The role requires senior stakeholder engagement and a proven track record in institutional debt markets.

Qualifications

• Proven senior experience in Loan Agency Operations/Client Services or similar leadership roles.
• 2-3 years of Loan Agency Operations/Client Services and escalation 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.
• Experience in change management and process improvement.
• Strong project management capabilities.
• Good technology skills, including 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.

Responsibilities

• 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.
• 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.

Skills

Senior leadership

Client services

Loan agency operations

Team management

Project management

Risk & controls

Job description

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.