Account Service Delivery Manager (Banking & Financial Services)

We are seeking a strategic and dynamic professional to manage key client accounts and oversee delivery within the Banking, Financial Services, and Insurance (BFSI) sector in Malaysia. This role is critical for deepening relationships with our existing clients and leveraging UST's expertise to deliver exceptional value. The ideal candidate must be fluent in Chinese language to effectively engage with a significant segment of the market.



Key Responsibilities:

Account Management (50%)

Serve as the primary relationship manager and strategic advisor for a portfolio of key UST accounts within the BFSI sector.

Develop a deep understanding of each client’s business objectives, technology landscape, and challenges to position UST’s portfolio of digital transformation solutions (e.g., Core Banking Modernization, Digital Banking Platforms, AML/CFT, Regulatory Compliance, Data Analytics & AI, Cloud Transformation).

Ensure high client satisfaction, leading to contract renewals, expansions, and reference ability.

Identify growth opportunities within existing accounts by cross-selling and up-selling UST's service lines.

Collaborate with UST’s global delivery and solutions teams to ensure client needs are met and projects are delivered successfully.



Delivery Scope (40%)

Collaborate closely with project delivery leaders, technical teams, and solution architects to ensure successful delivery of solutions aligned with client expectations.

Understand the technical architecture, solution design, and delivery models to effectively communicate with both clients and internal teams, ensuring alignment on scope, timelines, and milestones.

Participate in delivery governance and steering committee meetings to provide visibility on project health, risks, dependencies, and mitigation plans.

Act as the voice of the client within UST, ensuring that delivery teams stay focused on value, quality, and client satisfaction.

Monitor and drive adherence to service level agreements (SLAs), KPIs, and compliance requirements, escalating delivery issues as needed.

Support transition and onboarding of new engagements by working with pre-sales and delivery to ensure a smooth handover and clear definition of technical and functional expectations.

Proactively identify and recommend process improvements, automation opportunities, or technical enhancements to improve client outcomes.



Qualifications and Experience

Must be fluent in Mandarin, English, and Bahasa Malaysia.

Proficiency in Chinese (Mandarin) is mandatory for client engagement, proposal creation, and negotiations.

Bachelor’s degree in Business, Finance, Information Technology, or a related field. An MBA is a plus.

Minimum of 6-8 years of experience in a combination of key account management and relationship management within the IT services/consulting industry, specifically serving banks and financial institutions in Malaysia.

Must have a strong understanding of BFSI operations and the technology solutions that serve this sector (e.g., FinTech, Core Banking, Digital Channels, Payment Systems, Risk & Compliance).

A proven track record of managing multi-million Ringgit portfolios.



Required Skills and Competencies

Strategic Thinker: Ability to understand client pain points and strategically map UST’s solutions to their business goals.

Exceptional Communicator: Superior presentation, negotiation, and persuasion skills, with the ability to engage confidently with C-level executives.

Relationship Builder: A natural at building and nurturing long-term, trusted partnerships.

Results-Driven: A strong dedication to account growth.

Collaborative Team Player: Ability to work effectively with pre-sales, solution architects, and delivery teams to build comprehensive proposals.

High Integrity: Maintain the highest standards of professionalism and confidentiality.