Team Leader – Client Services (Loan Agency Operations)
Complex Transactions (Asia)
Location: Hong Kong or Singapore
Salary: Competitive
Classification: Full-Time
About GLAS
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.
Position Summary
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.
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 productsand 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
Essential
- 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.
Desirable
- Experience in work-out, restructuring, or complex credit situations.
- Exposure to operating within a regulated or trustee environment.
Benefits
- 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
