VP, Client Servicing Specialist (ETD), Global Markets Operations

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

An opportunity for a highly motivated, industry established and senior professional within the Futures and Options and OTC Clearing Operations team, to lead the APAC ETD Client Services function. Candidate will be looking to pursue a successful career in the field of Futures & Options and OTC Clearing. The individual will report directly to the Head of APAC ETD Operations in the APAC region.

The department has a Market Operation which comprises of Client Services, Clearing, Deliveries (manages Life Cycle events), Reconciliation, Regulatory / Exchange and Process Control, Data Control, Static Data, Clearing Infrastructure Solution and Strategy. This structure is replicated globally in AMRS and EMEA, processing trading activity over 60+ global exchanges either through direct clearing memberships or third party brokers.

Responsibilities

This role is leading the APAC ETD Client services function. The individual will have extensive interactions with clients, external counterparties, and internal partners including Trading desks, Sales, Account Management, Product, Operations partners, and Technology, both locally and globally on regular basis.

• Responsible for management of the team, performing routine management functions such as interviewing, training, performance planning, coaching and providing technical support, as well as the development and delivery of training related to organizational change.
• Leads and develops the APAC ETD Client Services business strategies, leveraging data and analysis, to extract strategic insights and drives implementation by partnering with key stakeholders.
• Communicates business goals & strategy to stakeholders, senior leaders and business partners to help shape, prioritize and deliver the Client Services Operations strategy.
• Partnership across Operations leaders to help influence hitting target deliverable. Proactively develop fluid partnerships with team members, stakeholders, and other executives across the firm
• Oversee controls within the Client Service teams to ensure the right procedures, risk metrics and reporting is in place
• Drive the ongoing review of clients and our operational offering.
• Act as an escalation point for clients and internal teams and liaising with multiple operational functions globally to resolve issues.
• Lead client engagement, particularly building relationships with client senior contacts in region, join client meetings with business and drive client engagement for the team
• Responsible for the analysis and resolution of complex operations problems and initiatives requiring exception handling and/or coordination of multiple operational and/or product specialists to resolve.
• Communicate and educate clients in relation to regulatory and industry changes
• Evaluates current processes and develop strategies to identify changes and improvements.
• Work with CSR management across other regions to ensure global consistency in approach to servicing clients and processing Transactional Tasks
• Work across Operations teams and senior leaders to drive process improvement ideas that will create efficiency, standardization, automated processes and result in improved client experience.
• Present strategic recommendations supported by data driven business cases, to influence stakeholders and garner wide-spread support and resources

Requirements

Leadership

• Strong leadership and strong relationship management skills to navigate the complexities of gaining buy-in, building consensus and resolving conflicts in a large organization.
• Demonstrates leadership excellence, having led an organization in the past delivering superior tangible / quantifiable results. Being able to Hire, manage and develop staff. Ensure excellent performance in their current role and manage staff rotation.
• Strong organizational and influencing skills; exceptional skill in influencing peers and subordinates, as well as senior executives across different lines of business.
• Organized, self-directed, efficient and able to handle complexity in a fast-paced environment
• Exercises solid judgment and negotiation skills
• Systematic thinker across the enterprise

- Ability to design solutions for both short- and long-term benefits, risks and controls

Strong communication

• Strong communicator as the function entails frequent interaction with business partners and clients, in addition to providing support to other members of the CSR team.
• Presentable, confident and client focused. Client facing experience or ability to conduct discussions with Clients in a confident manner.
• Must be able to communicate up / down, in a cogently & confidently fashion.
• Able of operating at the detailed level, while also able to summarize key concepts & analysis in deliverables & presentations.

Other desired skills

• Subject matter expertise in either Futures & Options, OTC Clearing or Prime Brokerage business/product suite
• Must believe in the value of Diversity & Inclusion, so we can reflect, connect and meet the diverse needs of our clients and teams around the world
• Demonstrates business acumen & strategic thinking. Global markets product experience with some of the product lines supported in Markets. Prime Brokerage and Clearing experience are a plus.
• Ability to evaluate the risk considerations and ensure tasks are carried out in a controlled fashion.
• Must be collaborative and intellectually curious: Ability to decompose complex issues and drive timely decisions, knowing when to engage others for additional input, and when to act independently

Other Qualifications

• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
• Excels in working among diverse viewpoints to determine the best path forward
• Experience in connecting with a diverse set of clients to understand future business needs - is a continuous learner
• Commitment to challenging the status quo and promoting positive change.
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
• Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world