Head of client support group, asia pacific

Description de l’entreprise



Natixis Corporate & Investment Banking est une institution financière mondiale de premier plan qui fournit des services de conseil, de banque d'investissement, de financement, de banque d'entreprise et de marchés de capitaux aux entreprises, institutions financières, sponsors financiers et organisations souveraines et supranationales du monde entier. Nos équipes d'experts dans plus de 30 pays conseillent nos clients sur leur développement stratégique, les aident à développer et à transformer leurs activités, et à maximiser leur impact positif.

Natixis CIB Asia Pacific propose aux entreprises et aux institutions financières régionales des solutions de financement et de marchés de capitaux sur mesure ainsi qu'un accès aux marchés financiers mondiaux, tout en accompagnant le développement des clients européens et internationaux de Natixis CIB en Asie-Pacifique.



Poste et missions


Role Summary

The Head of Client Support Group (CSG) - Asia Pacific is responsible for leading and overseeing the end‑to‑end client lifecycle support activities for Natixis CIB in the region. This includes new client onboarding due diligence, client periodic reviews / KYC refresh, sanctions and embargo screening, and related client documentation and data management.

Based in Singapore, the role provides strategic and operational leadership to ensure an efficient, risk‑aware, and client‑centric KYC / onboarding platform that supports Natixis' corporate and investment banking activities across Asia Pacific and the Middle East. The role holder will partner closely with Front Office, Compliance, Operations, IT, Risk and global CSG and Financial Security counterparts to deliver high‑quality service, maintain a strong control environment, and drive continuous improvement and transformation of processes, tools, and operating model.

The position reports to the regional Chief Operating Officer, is part of the APME COO Management Committee, and has a functional reporting line to the Global Head of Client Support Group, and local reporting line to Senior Country Manager, Singapore, and Head of South East and South Asia, with people management responsibility over regional CSG teams (Singapore, Bangalore, Shanghai and Hong Kong).

Main Responsibilities

1. Client & Stakeholder Management

* Act as the primary regional point of contact for Front Office (Coverage, Investment Banking, Global Markets) on all matters related to client onboarding, periodic reviews, and sanctions / embargo screening.
* Partner with Business Heads and Relationship Managers to understand business priorities and pipelines, aligning CSG resources to support timely onboarding and review of strategic clients.
* Manage day‑to‑day interactions with Compliance (Financial Crime, Sanctions, AML), Operations and Risk to resolve complex due diligence issues and ensure consistent application of policies.
* Proactively manage expectations and provide transparent status reporting on key cases, escalations and turnaround times to stakeholders and governance forums.
* Represent CSG at regional committees and working groups related to KYC/AML, client lifecycle, and operational risk; contribute to global KYC / CSG forums as regional representative.
* Develop and maintain strong external relationships with key service providers (KYC utilities, data vendors), and, when relevant, participate in industry initiatives or working groups on client onboarding and KYC best practices.

2. Operational Duties & Business‑as‑Usual Accountabilities

* Oversee the end‑to‑end operational process for:
o New client onboarding due diligence (corporate, institutional, and financial institution clients).
o Client periodic / trigger event reviews in line with risk‑based frequencies.
o Sanctions and embargo screening (clients, transactions, payments where relevant) and associated alert handling in partnership with Compliance.
o KYC document collection, validation, storage, and data maintenance in client master systems.
* Ensure that all BAU activities are executed within agreed service level agreements (SLAs), key performance indicators (KPIs), and quality thresholds.
* Monitor daily workflow, capacity, and case prioritization across the regional CSG teams, including offshore / nearshore hubs, to optimize productivity and service quality.
* Oversee handling of escalations and complex cases; provide expert guidance on risk assessment, due diligence requirements.
* Ensure accurate and timely maintenance of client static data and documentation to support downstream processes (e.g., account opening, transaction processing, regulatory reporting).
* Drive standardization and harmonization of processes, templates, and documentation across Asia Pacific and the Middle East, while accommodating local regulatory requirements.

3. Governance, Compliance & Risk Management

* Ensure that all client onboarding, periodic review and sanctions screening activities are performed in accordance with:
o Global and regional KYC/AML, sanctions, and financial crime policies.
o Local regulatory requirements in each jurisdiction in Asia Pacific and the Middle East where Natixis operates.
o Internal risk appetite, operational risk standards and audit requirements.
* Maintain a robust first‑line control framework for CSG activities, including quality assurance, process controls, and documented procedures.
* Oversee KRI/KPI dashboards, management information, and reporting to senior management, Compliance, and governance committees (e.g., KYC forums, Operational Risk committees, Conduct & Controls committees).
* Own and manage operational risks within CSG:
o Identify and assess key risks and control gaps in the client lifecycle processes.
o Implement remediation plans, process enhancements and control improvements.
o Track and resolve audit findings, regulatory observations, and internal review points.
* Ensure all sanction and embargo screening activities are effectively executed and escalated in accordance with group policy and regulatory expectations.
* Promote a strong risk and compliance culture within the CSG team, ensuring awareness of regulatory developments (e.g., MAS, HKMA, SFC, DFSA, ESCA, other local regulators) and group standards.

4. Continuous Improvement & Innovation

* Lead continuous improvement of CSG processes to enhance efficiency, quality, and client experience (e.g., reduction of onboarding lead times, enhancement of first‑time‑right rates, reduction of rework).
* Champion the adoption of digital solutions and automation in the client lifecycle (e.g., e‑KYC tools, workflow systems, robotics / automation, smart checklists, data integrations).
* Collaborate with global CSG, IT, and Transformation teams on the design and roll‑out of new tools, platforms, and operating models (including nearshoring / offshoring strategies).
* Promote data‑driven decision making within the team; leverage metrics and analytics to identify bottlenecks, trends, and opportunities for process re‑engineering.
* Encourage innovation and experimentation in the team (e.g., lean / agile practices, lowcode/nocode pilot initiatives, feedback loops with business stakeholders).
* Ensure that regional enhancements are aligned with global standards, while also influencing global design through feedback from the APAC and Middle East region.
* Support the global roll-out of new KYC solution, ensure full team adoption and process convergence between regional and global
* Champion the adoption of digital solutions, automation and AI in the client lifecycle (e.g., e‑KYC tools, workflow systems, robotics / automation, smart checklists, data integrations).

5. Leadership & People Management

* Lead, develop, and motivate the regional CSG team (including team leads, analysts and specialists) across onshore and hub locations.
* Define clear roles, responsibilities, and performance objectives aligned with business priorities and risk standards.
* Build a high‑performing, collaborative, and inclusive team culture, emphasizing accountability, ownership, and continuous learning.
* Guide career development, succession planning, and talent management within CSG; identify and nurture high‑potential individuals.
* Ensure training and upskilling plans are in place to maintain strong KYC/AML, sanctions, and product knowledge across the team.
* Role model Natixis' values and leadership behaviors, and foster strong cross‑functional collaboration with other regional and global teams.
* Cooperate with other CSG Manco members to support CSG strategy, deliver project, share best practices and contribute to problem solving



Required Skills:

The Head of Client Support Group for Natixis CIB, AP, should demonstrate 12 to 18 years of experience in the financial services industry, preferably in Asia, of which at least 8 years in KYC/Onboarding/Sanctions roles, and at least 5-7years in people/team leadership, including managing team leaders and cross-locations teams.

1. Functional / Technical Skills

* Deep knowledge of KYC/AML, CDD, EDD, and sanctions requirements applicable to corporate and institutional clients.
* Strong working knowledge of:
o Global and regional AML and sanctions regulations and guidance (e.g., FATF standards, OFAC, EU sanctions, UN sanctions, MAS, HKMA, SFC, DFSA, local regulators).
o Client lifecycle management processes and systems (onboarding platforms, KYC utilities, client data master systems).
* Familiarity with screening tools, case management workflow systems, and KYC documentation systems.
* Solid understanding of corporate structures (e.g., complex ownership, financial institutions, funds, SPVs, sovereigns) and related risk assessment.
* Ability to interpret and apply internal policies, legal documentation requirements, and regulatory expectations in practical onboarding scenarios.

2. Leadership & People Skills

* Strong leadership presence and ability to inspire, influence, and engage teams across multiple locations.
* Proven ability to manage senior stakeholders, challenge constructively, and provide clear, balanced recommendations.
* Skilled at building consensus and aligning diverse stakeholders around common goals and standards.
* High level of integrity and personal accountability; able to make sound decisions under pressure.
* Demonstrated ability in coaching, mentoring, and developing talent.

3. Behavioral Skills

* Strong analytical and problem‑solving capabilities; able to handle complexity and ambiguity.
* Excellent communication skills (written and verbal) with the ability to explain complex KYC / sanctions issues clearly to both technical and non‑technical stakeholders.
* Resilience and adaptability; comfortable operating in a changing regulatory and business environment.
* Team player, with strong organizational skills with attention to detail and the ability to manage multiple priorities and deadlines.

4. Expertise‑Specific Skills (KYC / Client Lifecycle / Sanctions)

* Expertise in risk‑based KYC approaches (client risk scoring, EDD triggers, high‑risk sectors/jurisdictions).
* Strong knowledge of sanctions risk typologies and escalation frameworks.
* Ability to assess and advise on complex cases (e.g., higher‑risk counterparties, correspondent banking, cross‑border structures).
* Experience in designing or refining KYC standards, procedures, and controls tailored to CIB activities.
* Comfort interpreting regulatory developments and translating them into operational procedures for CSG teams.

5. Transformation & Change‑Oriented Skills

* Demonstrated track record in driving process optimization, automation, and digitalization within client lifecycle functions.
* Experience working with project and change teams (e.g., Business Analysts, IT, PMO) to define requirements, test solutions, and manage implementation at a multi-jurisdiction scale.
* Ability to challenge the status quo and promote innovation while maintaining strong risk and control standards.
* Familiarity with project management and/or process reengineering methodologies is an advantage (e.g., experience as business sponsor or product owner).
* Effective use of data and metrics (MI/KPIs, dashboards) to drive decisions, prioritize initiatives, and track benefits