•Customer Implementation. To lead complex implementation after a cash management or trade services proposal, involving multiple product, multiple services, has been accepted by customer. To participate throughout the entire process of pre-implementation survey, customer technical discussions, pre-installation check, customisation, installation and training.
•Customer Service. To manage a portfolio of customers and maintain a strong customer relationship with them so as to provide first class after sales support in their electronic banking systems.
•Sales Support. To provide sales support to Relationship Managers (RMs) and Business Development Managers for Wholesale Bank to secure the business of potential customers by working closely to refine customer solutions.
•Product Roll-out. To assist Product Managers to ensure the smooth launch of new products, as well as enhancement of existing services through active involvement in the products development cycles.
•Functional Duty. To assist the Head of Solution Delivery to carry out group level initiatives for the country in order to achieve the strategic goals and assist in migration of best practices.
-To be fully accountable for the success of an implementation by interfacing with customer’s implementation team until customer complete satisfaction is received
-This requires intensive coordination, milestones tracking and progress updating among service partners internal and external to the Bank from the same country and this includes IS, service delivery, product manager, Consumer Banking people, legal, finance and third party vendors
-Ensure that the quality of implementation adheres to Bank’s standard and processes
•Customer Service / Quality
-To ensure quality customer service to EB customers through constant communication and effective customer problem logging, prompt resolution of their EB service queries - both technical and transactional.
-And that all processes are ISO certified or executed in compliance with group standards
-To ensure that all customer queries or problems arising on any of the SCB EB platforms are resolved by the end of the next working day through close contact with technical service and back office resources including on-site troubleshooting.
-To actively monitor the turnaround time of implementation to expedite in coming of revenues to the Bank
-To train and constantly update country Sales and Local Products Managers in the technology and advantages to customers of EB through training sessions, seminars, and selling aids
-To facilitate formulation of customized solution through working with country Sales, Local Product Managers, Service Delivery, IS, IT external software house, outsourcing agent or assistance from Solution Delivery of another country
-Participate in UAT, Product Trial Run to ensure that new releases of products are prven for usability prior to introduction to customers.
Responsible to support a full spectrum of cash, custody, treasury and trade, EB and non-EB, package and non-packaged, locally developed products/services.
•Timeliness of implementation of new business versus standardEnter roles and responsibilities
•Contributes to profitability of Wholesale Bank through delivery of superior solutions
•Support Sales process in providing leads, improving customer perception of the bank through quality service and cross-selling customers
•Provides systems development by feeding back customer comments on system weaknesses
•Balancing customer requirements against Bank’s delivery capability
•Identification of key risk areas and ensuring adequate processes and procedures to mitigate such risks
•Implementation and monitoring of systems solutions
•Provide pre-implementation support, installation, training and post implementation activities
3 years of relevant banking experience, in either cash management, trade, treasury, lending or operations
•Conversant and familiar with popular IT application systems like DOC, Local Area Network, communications software and equipment, plus ability to use basic software packages throughout the bank such as Microsoft Word, Excel, Lotus Notes, etc.
•Possess strong Project Management skills with proven record in leading projects and initiatives related to providing systems solutions to corporate clients.
•Good communication and experienced in handling customers with sophisticated and complex needs
•Adequate understanding of the various computer processing systems and processes within the Bank
•Good inter-personal skills, team orientation locally and the ability to work closely with internal colleagues across divisions locally and regionally
•Ability to coordinate cross-border multi-country implementations and to run them on a project basis
•Ability to lead, manage and develop people
•Implementation and monitoring of systems solutions.