Director, Transaction Banking Client Service Manager, Global Transaction Banking Dept

Key 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. 

Required qualifications, capabilities, and skills:

• 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 useful.
• 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.