*Top Tier Digital Bank* Client Service Manager 12 month contract

RESPONSIBILITIES

• ·      Strong understanding of the payment files mapping and its application in the financial industry.
• ·      Experience with payment messaging and understand the changes impact from MT to MX transition.
• ·      Proficiency in business process analysis and functional specification development.
• ·      Excellent communication and collaboration skills.
• ·      Strong analytical and problem-solving skills.
• ·      Project management skills.
• ·      Ability to analyze complex data, identify potential issues, and propose solutions.
• ·      Experience in the financial services industry, particularly with payment systems, is highly desirable.
• ·      Preferable Client Service role experience for coordinating with end clients
• ·      All S2B Technical (Channel) Enquiries, Request and Complaints are responded promptly via Inbound calls, email or Live chat and ensure the TAT is met in attending all the queries within cut off to be addressed the same day.
• ·      Assisting customers with product setup by providing step by step guidance / instruction and resolving any technical issues they might experience.
• ·      Following up with customers to ensure that reported technical difficulties have been resolved
• ·      Troubleshooting, analyzing, and reporting any channel (S2b) errors, failures, or malfunctions to Technology and coordinating with them for a fix.
• ·      Analyzing client feedback / Client data and advising management on areas of improvement
• ·      Work together with other Technology teams to find solution to more complex issues and ensuring that the client issue is fixed.
• ·      Provide detailed information about the products and services offered to the customers.
• ·      From time-to-time Conduct Training for clients on Online channel and its features
• ·      The staff must be well equipped in preparing all required performance related reports required by the Bank – daily, weekly, monthly etc.
• ·      Projecting transaction volume to ensure sufficient capacity exists to meet service requirement at an optimal efficiency
• ·      Training staffs to required skill and knowledge requirements by upskill the junior staffs to manage the enquiries, requests, and complaints independently
• ·      The staff shall adhere to their Service Level & Metrics as detailed in the CSG Metrics Guide
• ·      To assist the team responsible for implementing change to achieve market leadership in customer service.
• ·      To manage the day-to-day delivery of Client Services, to deliver simply first-class service and efficiency whilst minimizing risk
• ·      To work with the team and Line Manager team to meet and exceed service standards.
• ·      Minimize contact rate/repeat call incidence/complaints of any kind and value adds contact by customers.
• ·      Ensure appropriate internal controls and procedures are in place and clearly documented. Monitor the operation of such procedures and controls, and regularly review them to ensure they reflect changes in process, products, policies, and regulations.
• ·      Ensure adherence to policies including escalation and compliance requirements.
• ·      Ensure the team for all enquiries received are logged in the Global Enquiry management system and tracked until closure, adhering to the SLA set.

EXPERIENCE / QUALIFICATIONS / KNOWLEDGE

• ·      A bachelor's degree in information technology, or a similar field
• ·      5 to 8 years experience working in Client Service Role, or a similar role
• ·      Working knowledge of remote service tools and help desk application.
• ·      Strong understanding of the payment standard format and its application in the financial industry
• ·      Experience with payment messaging and the MT to MX transition
• ·      Proficiency in business process analysis and functional specification development.
• ·      Proficiency in spoken and written English is required for effective communication and to perform the duties of the role.
• ·      Proficiency in spoken and written Mandarin is an advantage, where required for communication with Mandarin-speaking clients, stakeholders, or business partners.
• ·      Vietnamese language proficiency is an advantage, where required for communication with Vietnamese-speaking clients
• ·      Project management skills
• ·      Experience in the financial services industry, particularly with payment systems, is highly desirable.
• ·      Computer literate with the ability to learn customer service software applications.
• ·      Prior experience in technical support would be a plus
• ·      Effective interpersonal and communication skills
• ·      Good questioning skills
• ·      Good analytical and problem-solving skills
• ·      Able to recognize basic styles of customer behavior and how to adapt each style to create positive chemistry
• ·      Able to identify and manage both transactional and operational risks
• ·      Ability to work under pressure
• ·      Intermediate level product/processes knowledge
• ·      Product/Processes knowledge in institutional/corporate banking systems would be a plus
• ·      Scripting skills such as Python and Excel VBA would be a big plus
• ·      Sound client service banking operations experience with Online banking / channels Knowledge