Client Implementation Manager - State

Responsible for managing and ensure the service delivery within the job responsibilities and deliverables of Cash Implementation Unit.

Client Implementation:
 Assist the superior in managing the implementation of Cash Management products namely eBanker Pro and cash management product or solution in ensuring the after sales services are met for customers within the approved Service Level Agreement
 Assist the superior on developing a comprehensive understanding of the customer’s business requirements through extensive interaction with the customer and recommend, wherever possible, suitable cash management solutions to address customer needs and to see through a smooth implementation.
 Assist the superior to drive, coordinating & in handling the regional project assignment.
 Support the Client Management initiatives by ensuring business requirements are delivered within the parameters of internal policies and controls and are in compliance with the country’s regulations.
 Responsible in end-to-end implementation and on-boarding of customer into Channels which include file formatting & data mapping, system testing and provide training to clients
 Developing a comprehensive understanding of the customer’s business requirements through extensive interaction with the customer and recommend, wherever possible, suitable BIMB solutions to address customer needs and to see through a smooth implementation.
 To ensure a seamless service delivery by promptly interfacing with GIB customers, Relationship Managers, Client Coverage and other internal stakeholders.
 Responsible for the execution of documentation requirements for Channel on-boarding and ensure the setup is completed within the stipulated time.
 To manage documentation across the unit – particularly in monitoring, assigning and tracking of business leads;
 Screen potential business leads and initiatives for dissemination to team members for further sales efforts, and correlate these efforts into established sales tracking processes.
 Ensure all electronic platform namely eBanker Pro is successfully tested and implemented at customer’s site in accordance with value proposition.
 Expedite implementation of customers for fast realization of revenue to meet the dept.’s target
 Prepare process governance TAT/SLA reports, service delivery measures/reports.

Client Support:
 Responsible in ensuring the after sales services are met for customers within the approved Service Level Agreement.
 Perform service review with Relationship Manager and customer to review customer satisfaction and utilization level.
 Responsible in participating in operational related matters as a contact point to ensure seamless operations matters in relation to client onboarding.
 Identifies, motivates and creates an environment which encourages improvement and innovation to set the bank apart from its competitors and comparable industries; aligns customer service strategy and innovation to the Group’s overall objectives and strategies ensuring compliance to appropriate standards, policies and procedures.
 Assesses laws and regulations governing the financial services industry and service principles/practices, and analyses their implications to the Group’s activities and customer relationships, in meeting requirements and standards, and employs sound judgment in areas of ambiguity
 Educates self on the Group’s product offerings, presents product benefits comprehensively and advises customers on products/services aligned to their needs identifying and explaining associated risks and seeking customer’s feedback/input; maintains regular contact with customers, acknowledges and resolves customer complaints guided by standard policies and procedures
 Respond to customers speedily and accurately, logging into the system the expected time for resolution and ensure that issues are resolved within stipulated time frame and accurate resolution is given.
 Analyze the requirements of each escalated case, identifying the correct back-office function to complete resolution.
 Follow up with the back-office functions to check on the status of escalated cases and follow through to ensure that customers’ issues have been completely and accurately resolved.
 Contact customers immediately to update on status of cases and close resolved cases.
 Accurately reply to customers’ email and facsimile according to the standard procedure, in a timely manner and ensuring that agreed service levels are met.
 To exercise and manage departmental tracking processes including customer tracking for reporting and customer satisfaction review.
 Communicates effectively to gain customer/potential customer’s attention and trust, strategizes solutions and establishes win-win situations to pull through any disputes/challenges
 Strategizes, implements and evaluates social media as a tool to enlarge the Group’s customer base as well as to strengthen customer relationship; applies quantitative and qualitative approaches and tools to ascertain social media metric and analyses the information for effectiveness measurement; mitigates potential risk and ensures social media application is aligned with Group’s policies and procedures
 To practice LEAN & implement & evaluate the current operating modal and process design for continuous improvement
 To exercise OE/CE & implement a structured implement & service process flow
 Complies with internal risk policies and procedures, adopts best practices and innovates to alleviate negative occurrence and potential loss to the Group - Primary Risk Coordinator
 Analyses customer service issues/challenges to determine the root cause for an effective solution either independently or as a team, implements solution guided by the Group’s relevant policies and procedures

Customer Service:
 Monitor customers’ queries and complaint for satisfactory closure and within standard turnaround time.
 Assist Relationship Manager with new corporate customers’ registration and onboarding.

People Management (Applicable for Team Lead):
 Assist Head Cash Implementation to implement strong team spirit and highly motivated Cash Implementation team.
 Assist and coach subordinate to sharpen their product and operational skills.
 Develop a good team spirit and highly motivated team.
 Assist and work closely with units within the division for effective product and service delivery.
 Assist Head Cash Implementation to identify staff training requirements and suitable training programme for Implementation Unit team.

Other Roles

 Ensure adherence and compliance to all internal policies/guidelines and external regulatory requirements.
 Any other duties/assignment as and when directed/assigned by the superior as per business requirement from time to time.