As a Client Service Account Manager in the Payment Operations team, you will be responsible to provide world class service experience to local, regional and global clients assigned to you from various segments including Corporate, Multi Nationals and Commercial Bank. You will be part of the local team that supports the regional and global agenda for the client service and Implementation organization. A critical part of this role requires you to possess strong communication skills mixed with local industry and product knowledge related to Payments, Clearing and Settlement services.

Job responsibilities

• Independently manage a portfolio of clients.Be the first point of contact for the clients for all matters related to the products offered to the clients.
• Have sound problem solving skills and should be able to comprehend client’s needs and respond in timely manner.
• Build strong relationship with clients, understand their business needs and support clients for their strategic projects.
• Demonstrating strong negotiation skills with internal and external clients to ensure all deliverables are completed within time.
• Perform analysis on client activities, identify opportunities for better and more effective service to clients.
• Partner with local and regional stakeholders in executing the strategy that supports the business objectives.
• Maintain a strong discipline in case management, logging, tracking and reporting of all client enquiries in a timely manner.
• Strive to close open enquiries from internal and external clients in a timely manner.
• Adhere to all internal and external SLAs maintained internally and with clients.
• Learning the product and other efficiency related initiatives. Should be able to proudly talk about the initiatives with the clients.
• Managing requests related to client documentations, including but not limited to account maintenance, Electronic Payment Signatory Form set ups, addition and removal for signatories etc.
• Assist and drive key projects, daily tasks and exception management.
• Conduct service quality reviews on regular basis, obtain client feedback and follow through to closure.
• Collaborate and partner with Product, Operations, Technology, Compliance, Sales and Implementation teams to drive the broader franchisee agenda.

Required qualifications, capabilities and skills

• A tertiary qualification in a relevant discipline.
• Hands on experience in client service management in a financial institution.
• Good knowledge of Banking products, including domestic and cross border payments, Merchant Acquiring, Trade Finance and Liquidity Operations.
• Minimum 10 years of Banking experience with an emphasis on independently managing a large portfolio of clients, both corporate and financial institutions.
• Good knowledge of eComm products like payments through cards, merchant acquiring.
• A track record of executing and managing significant change agendas locally and regionally.
• Strong influencing, negotiation and presentation skills.
• Excellent process and analytical skills with the ability to work in a complex, matrixed environment.
• Demonstrated ability to work collaboratively and develop strong partnerships across diverse teams.