6155 - AVP - Regional/In-country Client Service Manager (Contract)

Headquartered in Tokyo, Sumitomo Mitsui Banking Corporation (SMBC) is a leading global financial institution and a core member of Sumitomo Mitsui Financial Group (SMBC Group). Built upon our rich Japanese heritage since 1876, we put our customers first and provide seamless access to, from and within the Asia Pacific region.   SMBC is one of the largest Japanese banks by assets and maintain strong credit ratings across our global integrated network.  We work closely as one SMBC Group to offer personal, corporate and investment banking services to meet the needs of our customers.

With sustainability embedded within our strategy and operations, we are committed to creating a society in which today’s generation can enjoy economic prosperity and well-being, and pass it on to future generations.

Roles & Responsbilties

• Provide transaction support of SMAR&TS to clients 
• Ensure support is provided to client pertaining to SMAR&TS from documentation, registration through to completion and training.
• Take ownership of client general banking queries and ensure timely updates / responses to client.   
• Recognize and resolve service-related problems affecting clients, and escalate any potential risks linked to client activities when necessary.
• Ensure a precise and ongoing assessment of service temperatures for all clients in the portfolio to evaluate satisfaction levels.
• 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.

• 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.

Requirements:

• At least 7 to 8 years of relevant experience
• Comes with strong client relationship and senior stakeholder management
• Knowledge of cash management products and market practice
• Problem-solving skills in multi-market environments
• Commercial acumen and cross-selling ability
• Collaboration across countries, functions, and products