Director, Transaction Banking Client Service Manager, Global Transaction

4 weeks ago

Singapore Sumitomo Mitsui Banking Corporation Full time
Responsibilities
  • 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.
Job Requirements
  • 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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