Role Purpose

The GTB Middle Office & Client Service Head is responsible for end-to-end oversight of customer service operations supporting cash management, payments, trade finance and liquidity management The role acts as a critical bridge between front office (sales/product) and back office (operations/settlements/payment factory monitoring), ensuring risk control, regulatory compliance, operational efficiency, and superior client service.

Key Responsibilities1. Governance & Control

· Own middle-office functions across payments, receivables, liquidity, trade services, and digital transaction banking products

· Establish and maintain strong control frameworks for transaction processing, limits, sanctions, AML, and compliance

· Ensure adherence to regulatory, audit, and internal risk policies across geographies

· Act as first line of defense for operational and transaction risk

2. Product & Transaction Oversight

· Provide middle-office oversight for:

o Cash Management & Payments

o Liquidity & Account Services

o Trade Finance (LCs, Guarantees, Collections)

o Digital Channels & Host-to-Host connectivity

· Oversee client onboarding, KYC coordination, account setup, and service implementation

· Ensure operational readiness for new markets, currencies, and regulatory changes

· Act as escalation point for client issues, service failures, and high-value transactions

· Oversee ww operations (ww mutualized functions and Asian hub)

3. Risk, Compliance & Regulatory Management

· Ensure compliance with:

o AML / CFT regulations

o Sanctions screening

o Local and cross-border regulatory requirements

· Manage audit reviews, regulatory inspections, and remediation actions

· Monitor operational risk metrics, KRIs, and loss events

· Implement controls for fraud prevention and transaction monitoring

4. Process Excellence & Transformation

· Drive process standardization and automation across regions

· Lead digital transformation initiatives including:

o STP improvement

o Workflow automation

o AI / analytics-driven controls

· Optimize cost, turnaround time, and service quality

· Partner with Technology and Operations for system upgrades

5. Stakeholder & People Management

· Lead and develop large multi-location middle-office teams

· Build strong partnerships with:

o Local desks (Front Office, Customer Service)

o Product Management

o Operations & Technology

o Risk, Compliance, Legal, and Finance

· Drive talent development, succession planning, and performance management