Responsible to lead a team of Advisors to implement technical solutions, manage technical enquiries and incidents as well as migration for Corporates and Financial Institutions during any change/enhancement of Cash/Trade Products & Services. This is a client-facing manager role with full relationship management responsibility during the activity management.
The associate must have strong organizational skills and will be responsible for coordination of all internal and external activities including the delegation of tasks quickly and effectively to ensure a timely and smooth client on-boarding/resolution process.
•Manage and coach a team of Advisors to lead diverse projects of varying complexity, working closely with Relationship Manager, Sales, Product Management and Operations partners to enable Business Strategy and facilitate revenue growth.
•Partner with Relationship Manager, Sales, Product and Operations to ensure an integrated approach to solution delivery and service across wholesale banking
•Manage and monitor business performance metrics and deliver quality technical implementation and speed to enquiries resolution to enhance client experience
•Responsible for providing performance feedback and reporting for area of responsibilities
•Ensure organizational awareness of audit policies and strive for optimal compliance and risk management
•Expected to utilize structured project management tools & techniques while managing multiple client projects simultaneously to ensure customer solutions are implemented or managed on time and within SLAs
•Responsible for managing client expectations and ensure customer satisfaction through follow-up, client responsiveness, thorough communication and customer training
•Supports Customer when technical expertise is required on electronic banking products and solutions, training and support
•Participate in client management and Sales/RFP opportunities on complex working capital management solutions which requires the associate to recognize, evaluate and act upon those opportunities for additional collaboration or to improve client satisfaction
•Should have the skill, ability, experience and confidence to navigate the Bank’s network to ensure implementation tasks and client enquiry resolutions/migration are completed on time
Core skills & Requirements:-
•Demonstrate attention to details, team player, take e2e ownership, drive for results to support/grow the business, sustain intensity & optimism while focusing on delivering client delight
•Ability to establish and maintain effective working relationships with peers and business partners
•Comfortable with direct client and business partners interaction, with proven client interaction abilities
•Ability to present ideas and information effectively in group settings
•Experience in project or implementation management experience across multiple countries/locations with the ability to deliver implementation on time.
•Ability to manage multiple, complex projects and work in a fast-paced entrepreneurial environment
•Strong analytical, creative thinking skills and problem solving, ideation and time management skills
•Requires excellent communication, influencing and negotiation, comfortable with direct client and business partners interaction and proven client interaction abilities. Ability to escalate and push for results.
•Familiarity with electronic banking services (internet banking, H2H, Swift etc) is an advantage
•Experienced in managing incidents and business contingency
•Adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies
•Technical expertise/skills in handling enquiries that relate to H2H systems/file integration/SCORE FIN/FILEACT, data mapping, file formatting, Java language, Excel Macro application, Windows operating systems
•Familiar with various ERP systems like JDE, SAP, etc