Accounts Operation Manager

Job Title: Accounts Operation Manager (AOM) Reports To: Regional Client Services Manager (RCSM) /Business Director Purpose of Job: Ensuring successful delivery of a suite of services with full P&L responsibilities managing presentations, production, fleet, records management and mail operations to a global investment banking client.

Strong focus in building client relationship in Singapore and APAC, whilst demonstrating continuous operational improvements, employee leadership & development, business development and increased client satisfaction. Skills Required: ■ 5+ years comprehensive outsource experience preferred ■ 5+ years prior leadership/management experience, ideally in the banking industry ■ Previous presentation, production or document management experience ■ Strong proficiency and knowledge of Microsoft Excel, Word & PowerPoint ■ Excellent verbal and written skills ■ Highly detail oriented ■ Strong customer service and interpersonal communications skills ■ Maintain confidentiality and exhibit professional decorum at all times ■ Competent in all aspects of host site services ■ Ability to prioritize and handle multiple tasks ■ Ability to train and develop staff toward their full potential ■ Ability to deal with difficult personnel issues ■ Train and lead others ■ Willing to work beyond normal hours (incl.

weekends and holidays) at minimal notice Desirable Skills / Knowledge: ■ Understanding of risk and compliance issues within the context of the banking industry ■ Effective client service and account management skills ■ Strong verbal and written communication skills with experience conducting training and brainstorming sessions ■ Client facing experience and proven negotiation skills ■ Strong record in managing and leading sizable teams, ideally both locally and remotely ■ Ability to work collaboratively with all levels of stakeholders ■ Demonstrated problem-solving abilities ■ Ability to delegate, prioritize and handle multiple tasks with a willingness to ‘pitch-in’ when needed ■ Cross-cultural sensitivity ■ Ability to continuously work on own initiative and be a key contributor and driver to improving working implementation practices and methodology ■ Ability to drive change / global initiatives locally Job Responsibilities: CLIENT SERVICING ■ Meet key client contact(s) regularly to discuss and feedback on operational issues ■ Follow up issues and apply examples of good practice ■ Assure highest customer service and customer communication standards ■ Identify opportunities for service enhancement ■ Oversee staffing, ensuring site is optimally staffed at all times ■ Ensure QA procedures are being observed at all times ■ Manage client-instigated special projects including software implementation & upgrade ■ Provide fast turnaround to client ad hoc reporting or information requests ■ Conduct (as a minimum) annual site best practice audit ■ Conduct (as a minimum) annual customer satisfaction survey LEADERSHIP, TRAINING & DEVELOPMENT ■ Lead client and staff meetings as appropriate ■ Manage staff, using ‘lead-by-example’ approach and assist with any role when necessary to ensure client service expectations are met ■ Resolve disciplinary issues in a timely and legally compliant way ■ Foster a positive, cohesive, collaborative, and team-oriented work environment between staff members of both intra- and inter-office departments ■ Prepare and conduct employee evaluations and development planning ■ Maintain site employee capability matrix FINANCE ■ Prepare monthly site invoices, gross margin template and payroll ■ Process mailroom and reprographics vendors invoices ■ Review and question monthly profit-and-loss and balance sheet statements ■ Perform regular salary and equipment benchmarking against other sites, competitors and countries ■ Prepare responses to Requests for Proposals EQUIPMENT & VENDOR MANAGEMENT ■ Keep current with pricing and technology improvements in reprographic and mail equipment and software ■ Monitor equipment performance and raise issues as appropriate BUSINESS CONTINUITY ■ Produce and regularly update a business continuity plan covering the provision of services to client in the event of site inaccessibility (power, network, building disruption) ■ Produce and regularly update a succession plan for site roles covering staff promotion, transfer, resignation, termination CORPORATE ■ Understand and enforce company policies and procedures ■ Keep RCSM appraised of site issues and progress ■ Submit Site Action Plan and other documents as necessary to RCSM ■ Monitor progress of company goals and objectives based on Site Action Plan ■ Attend and present to quarterly off-site development meetings ■ Represent the company at social functions or appropriate meetings benefiting the company ■ Apply sound information gathering and analytical skills to problem-solving ■ Provide well-researched options, using precedents, guidance, legislation and weighing and balancing complex information ■ Propose suggestions to improve company procedures, profitability and service expansion COMPLIANCE ■ Ensure strict compliance with both client and company established processes, procedures and policies, particularly covering confidentiality of client corporate information ■ Keep current with new information and policies, and communicate changes to team OTHER GENERAL DUTIES ■ Assist with hiring, training and development of staff and foster a collaborative team-oriented work environment ■ Prepare and assist with employee evaluations and disciplinary issues ■ Manage and deploy overflow/temporary staff, ensuring site is adequately staffed at all times ■ Able to perform various Reprographics jobs as necessary including management and customer service on printing and finishing request ■ Able to perform various Mailroom jobs as necessary including management and customer service on postal and local/international courier deliveries ■ Ensure Q.

A. initiatives are being observed at all times ■ Manage customer projects ■ Maintain and check all equipment in site ■ Administrative tasks including billing, scheduling, and payroll ■ Keep RCSM and Business Director appraised of site’s environment ■ Maintain confidentiality and exhibit professional decorum at all time ■ All other duties assigned