The Client Service Manager will handle day to day transactional queries related to corporate clients including but not limited to top tier clients. In addition, he/she is also overseeing overall Service Team’s queries and acting as the first point of escalations to ensure team queries and issues are responded and resolved in timely manner to maintain high standard of service level to clients. He/she will work closely with many key stakeholders including regional/global team to continuously look for efficiency whilst also to certify the effective implementation of ongoing initiatives in response to clients’ needs and supporting overall Bank’s objectives.
Provides support clients on daily transactional queries by applying the highest standards.
Acts as a dedicated client service contact for priority/key/top clients for transactional and electronic banking enquiries/services.
Work closely with, but not limited to RM, Sales, Product and Operations to resolve any roadblocks that hinder closure of complex queries in timely manner.
Liaises with overseas offices to ensure globally/regionally consistent standards in providing service/solutions for regional/global clients.
Responses to daily queries in a timely manner and w ork as a team to assist and help other colleagues in the team to highlight issues and take appropriate resolution to meet client’s satisfaction
Contributes to continuous improvement activities leading to process efficiencies. Initiates and works with relevant teams on any projects that will lead to efficiencies in processes as part of reduction of queries
Besides managing own client’s queries, it is expected to lead and act as an escalation point for questions/issues raised by other team members. Provides guidance and support to other colleagues in the team to ensure queries can be resolved in timely manner, therefore maintaining overall team’s service level and relationship to clients.
Professional and Personal Qualification
Experience in transaction banking mainly for Corporate Cash Management products and services, with some basic (minimum) understanding of Trade Finance products and services
Experienced in banking service-related activities for corporate clients
Experienced in managing or lead a team is advantageous
Strong analytical skills with ability to identify root cause of problem and suggest area for improvement related to process and service.
Good attention to detail with ability to follow through from fact finding to final execution
High performer with ability to work in fast paced environment and under tight timelines
Good computer literacy including Microsoft Office (Outlook, Word, Excel, Powerpoint)
Good team player with positive mind and habit to promote teamwork
Strong interpersonal and communication skills with ability to relate to different levels of clients and internal stakeholders
Ability to inspire, motivate and influent team members to achieve the team's goals, besides achieving own individual objective
Fluent in Bahasa and English, both oral and written
Our values define the working environment we strive to create – diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.
We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, sexual orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation.