Service Manager, External Asset Managers (EAM) / Financial Intermediaries Desk

Role Summary

Serve as the primary service partner to External Asset Managers (EAMs) and Financial Intermediaries, delivering exceptional client servicing, operational support, and risk management across the client lifecycle. Act as the central coordination point between EAMs, Relationship Managers, Operations, Compliance, Risk, Credit, and Product teams to ensure seamless execution of client requests, regulatory compliance, and an outstanding client experience. Support business growth initiatives through effective relationship management, operational excellence, and proactive client engagement.

Responsibilities

Relationship & Service Management

Act as the dedicated day-to-day contact for External Asset Managers and Financial Intermediary clients, providing high-quality servicing and ensuring a consistent client experience.
Build and maintain strong working relationships with EAMs, fostering trust and long-term partnerships through proactive engagement and timely support.
Manage client enquiries, service requests, and escalations effectively, coordinating with relevant stakeholders to achieve prompt and satisfactory resolution.
Anticipate client needs and provide proactive solutions to enhance service quality and client satisfaction.

Client Onboarding & Account Management

Manage end-to-end account onboarding processes for new and existing EAM clients, including documentation review, account opening, system setup, and coordination with internal stakeholders.
Ensure all account opening activities are completed accurately, efficiently, and in accordance with regulatory and internal policy requirements.
Oversee the full account lifecycle, including client data maintenance, account amendments, mandate updates, periodic reviews, and account closures.
Maintain high standards of data quality and record integrity across all client accounts.

Transaction & Operational Support

Support EAMs in the preparation, validation, and execution of client instructions, including:
Cash payments and remittances
Securities and asset transfers
Corporate action instructions
Loan and credit facility documentation
Account maintenance requests
Liaise closely with Operations, Credit, Legal, and Product teams to facilitate smooth and timely transaction processing.
Monitor service delivery standards and address operational bottlenecks to improve efficiency and turnaround times.

AML, KYC & Regulatory Compliance

Serve as the designated Accountable Client Owner (ACO) for AML and KYC-related matters.
Drive timely completion of periodic KYC reviews, remediation exercises, and client due diligence requirements while maintaining strong compliance standards.
Ensure all client relationships comply with internal policies, AML/CFT regulations, sanctions requirements, tax regulations, and cross-border guidelines.
Support audit, compliance, and regulatory reviews by maintaining accurate documentation and evidencing adherence to governance frameworks.

Risk Management & Controls

Perform ongoing monitoring of client accounts and activity to identify unusual transaction patterns, third-party payment risks, and other potential risk indicators.
Escalate risk concerns appropriately and collaborate with Compliance, Financial Crime Compliance, and Risk Management teams to mitigate potential issues.
Maintain strong awareness of regulatory developments and ensure adherence to evolving risk and compliance requirements.
Promote a robust risk culture while balancing client service excellence and business objectives.

Stakeholder Management & Collaboration

Act as a key liaison between EAMs and internal departments, ensuring seamless coordination across Front Office, Operations, Compliance, Risk, Credit, Legal, and Product teams.
Foster effective communication and collaboration to support successful onboarding, transaction execution, issue resolution, and client retention.
Contribute to process enhancement initiatives aimed at improving operational efficiency, service quality, and client outcomes.

Business Development Support

Partner closely with Senior Relationship Managers and EAM Coverage teams to strengthen existing client relationships and support business growth.
Identify opportunities for deeper wallet share, client retention, and cross-selling of banking products and services.
Support revenue-generating initiatives by ensuring a superior service experience and efficient execution of client requests.
Provide insights on client feedback, service trends, and operational improvements that can enhance the EAM value proposition.

EAM Relationship Manager