Director, Transaction Banking Client Service Manager, Global Transaction
3 days ago
- Define client service roadmap across key levers such as revenue realization, transaction volume tracking, customer satisfaction index, cross-selling opportunity etc.
- Monitor the client experience in all facets of their daily interactions with relevant SMBC payments platforms, ensuring both satisfaction and engagement.
- Ensure a precise and ongoing assessment of service temperatures for all clients in the portfolio to evaluate satisfaction levels.
- Recognize and resolve service-related problems affecting clients, and escalate any potential risks linked to client activities when necessary.
- Utilize organizational expertise to address and communicate client-related issues swiftly and efficiently.
- Cultivate a comprehensive understanding of the client's business to foresee their service requirements and deliver customized support and solutions, serving as the client's representative.
- Support the creation and implementation of collaboratively established service plans aimed at enhancing processes for clients.
- Promote the utilization of electronic service tools to facilitate clients access to payment-related information and engage in business initiatives aimed at improving the client experience.
- Collaborate with internal SMBC departments to ensure compliance with agreed KPIs.
- Manage client and stakeholder expectations to ensure the full delivery of services and maintain high satisfaction levels.
- Promote straight-through-processing and minimize manual processing
- Lead and implement service initiatives coming out of service reviews with clients.
- Building and nurturing long-term relationships with clients.
- Striving to achieve 100% client satisfaction by understanding their needs and providing excellent service.
- Addressing client issues and finding solutions to ensure smooth operations.
- Identifying new opportunities and driving revenue growth by understanding client needs and proposing solutions.
- Coordinating between clients and internal teams to ensure projects are managed effectively.
- Bachelor's degree in finance, Business Administration, or a related field. MBA or other relevant advanced degree preferred.
- Minimum of 10 years of experience in transaction banking services, with a strong understanding of working capital, payments, cash management & liquidity solutions.
- Strong Customer-facing / relationship management experience in payments, collection, liquidity management, eBanking channel, API etc.
- Excellent communication skills at various levels, knowledge of Japanese language will be desirable as incumbent is expected to communicate with clients in Japanese for the Japanese Corporates.
- Advanced knowledge on ERP, TMS systems across various aspects of treasury and finance.
- Excellent query handling and escalation management skills
- Ability to orchestrate various functions involved to provide superior client experience.
- Strong organizational navigation skills and ability to manage competing priorities.
- Passionate about Corporate Banking digital technology transformation agenda
- Experience in dealing with Japanese client.
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