Head - Middle Office & Client Services - VP

Role Summary

• Looking for a Seasoned Operations Leader to head Middle Office Ops & Contract onboarding for Payments.
• Team: 85+ member team, 90% based out of Chennai, mostly French speaking. Would be an added advantage if the incumbent is fluent with French language.
• Role would involve Client facing (Client onboarding & middle office operations), Trade Finance & Contract onboarding (for Payments).

Job Description

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.

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 defence for operational and transaction risk

Product & Transaction Oversight

Provide middle-office oversight for:

• Cash Management & Payments
• Liquidity & Account Services
• Trade Finance (LCs, Guarantees, Collections)
• 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)

Risk, Compliance & Regulatory Management

Ensure compliance with:

• AML / CFT regulations
• Sanctions screening
• 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

Process Excellence & Transformation

• Drive process standardization and automation across regions
• Lead digital transformation initiatives including:
• STP improvement
• Workflow automation
• AI / analytics-driven controls
• Optimize cost, turnaround time, and service quality
• Partner with Technology and Operations for system upgrades

Stakeholder & People Management

• Lead and develop large multi-location middle-office teams
• Build strong partnerships with:
• Local desks (Front Office, Customer Service)
• Product Management
• Operations & Technology
• Risk, Compliance, Legal, and Finance
• Drive talent development, succession planning, and performance management

Profile Required

Functional Skills

• Deep understanding of Global Transaction Banking products and operations
• Strong Client Orientation.
• Strong knowledge of payments, trade finance, cash management, and liquidity
• Expertise in risk, compliance, and regulatory frameworks

Leadership & Behavioural Skills

• Strategic thinking with strong execution capability
• Excellent stakeholder and client management skills
• Strong decision-making under risk and regulatory constraints
• Change management and transformation leadership