Director, Transaction Banking Client Service Manager

Director, Transaction Banking Client Service Manager Join to apply for the Director, Transaction Banking Client Service Manager role at SMBC Group Director, Transaction Banking Client Service Manager Join to apply for the Director, Transaction Banking Client Service Manager role at SMBC Group 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 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 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. Seniority level Seniority level Director Employment type Employment type Full-time Job function Job function Customer Service Industries Banking Referrals increase your chances of interviewing at SMBC Group by 2x Senior Officer/Manager, Customer Service, Cash Management Operations Center Collection Point Relationship Manager, SPX Express Senior Manager, Global Customer Service - Service Systems Optimization (Global HQ) Lead Executive - Centre for Service Excellence Case Manager, Customer Care, Customer Experience Management Senior Manager - Global Sales and Customer Service Management (Global Customer Service, Service Systems Optimisation) (Global HQ) Global Banking and Markets, Operations, Client Coverage Group, Client Relationship Management, Vice President, Singapore Deputy General Manager, Global Customer Service - Service Channel Management (Global HQ) Senior Manager, Account Management (Loyalty Partnerships) Manager/ Senior Manager, Customer Insights & Service Improvement (1-year contract) Assistant Manager, Customer Service & Retail Processing - Singapore Group Insurance Provider & Network Management & Customer Service Manager, Service Quality Management, Contact Center, Contact Center Customer Service Excellence Manager, Group Commercial & Agency Management We’re unlocking community knowledge in a new way. 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Location: Singapore, SG

Posted Date: 6/19/2025