Job Advert Details
Department Profile:
Global Payments Solutions (GPS) is an integral part of our client proposition and employs our global network to capture market share and deliver growth.
We process more than four billion payments every year and facilitate cross-border payments in more than 130 currencies, to over 175 countries and territories.
Our payments business connects clients worldwide and enables efficient movement of cash through cash management products across payables, receivables, clearing and foreign currency, liquidity, and liability and investments.
Role Purpose:
Global Payments Solutions (GPS) is an integral part of our client proposition and employs our global network to capture market share and deliver growth.
We are currently seeking a professional for Assistant Manager Client Service for GPS in Japan.
Principal Accountabilities:
- Provide excellent service for both Corporates and Financial Institutions clients primarily via telephone and email
- Demonstrate strong banking knowledge and utilize risk management controls during each interaction
- Handle all types of customer service request including account maintenance, payments, general online banking inquires, trouble shooting and claims, etc. Responsible for following call and email quality guidelines in order to ensure a high level of client service
- Demonstrate accuracy, excellent follow up skills, accountability and ownership of each client request
- Utilize service recovery skills in order to ensure concerns are resolved timely and that the root cause is addressed to avoid repeat occurrences
- Explore business opportunities and expand the Bank’s market share of GPS locally, regionally and globally by maintaining close relationship with clients
- Contribute to the establishment of the strategic direction for consistent delivery of top quality and market leading Client Service function
- Contribute to the development of GPS products by providing inputs for product competitiveness in the market and identifying ways to improve operational efficiencies
- Work closely with the GPS Sales, Implementation and Integration teams to ensure smooth transition of client mandate into realized revenues, as well as to provide ongoing coverage in response to clients' evolving challenges and requirements
- Ensure close collaboration with GPS Products, Service Delivery, Commercial Banking, Global Banking and various other partners to drive efficiency programmes, initiatives and resolution of issues
- Feedback to the GPS Product teams on the competitive market landscape and client specific requirements, to help drive product enhancements/developments as appropriate
- Understand and ensure compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business
- Manage risk to promote business and protect the bank. Responsible for managing financial crime risk through day to day client contact activities working closely with Relationship Managers
Qualifications
Experience, Skills and Qualifications:
- 5 years’ experience in banking including customer servicing / call center
- Solid experience in the area of Payments and Cash Management, with the ability to identify and understand client needs and requirements
- Able to work effectively and efficiently in a fast paced call center
- Ability to work independently under minimal supervision
- Proven ability to handle pressure, multi-task and prioritize work at all times
- Effective at engaging different stakeholders
- Proven ability to lead and work as a team in a culturally diverse environment with internal and external stakeholders locally/regionally/globally
- In depth understanding of risk management and risk mitigation
- Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations
- Exceptional customer service and leadership skill; Model the highest degree of honesty, integrity, and reliability; Excellent interpersonal skills
- Business level English (verbal and writing) and native level Japanese