Description
We are seeking a Service Manager to join our Implementation and Service team in Kuala Lumpur Menara IMC. As a Service Manager, you will be responsible for managing all service-related tasks for Corporate Cash Management (CCM) and Trade Finance Online (TFO) clients.
Your key responsibilities:
- Manage all service-related tasks for CCM and TFO clients
- Maintain high caliber client service level for all clients
- Attend to daily queries related to client accounts, transactions/payments related inquiries and managing client requests
- Provide L1 support and guidance for our Internet banking platform
- Work closely with L2 and Product Management to resolve any incidents and product-related issues
- Follow up on outstanding service related issues
- Prepare monthly internal and external reporting
- Conduct service reviews for all Tier 1 and pre-selected Tier 2 clients
- Work closely with implementation managers for related tasks
- Any other duties/tasks that may be assigned from time to time by the bank or persons acting on behalf of the bank
- Efficient communication in a cooperation model with clients and internal stakeholders
- Drive client satisfaction action plans for CCM and TFO clients based on client survey inside and outside of L&S
- Cross-sell bank products, including foreign exchange and fix deposit placement
You will have:
- Proven experience in service management, preferably in banking industries
- Strong customer service orientation to maintain high caliber service level for clients
- Ability to handle client queries, complaints efficiently
- Familiar with Corporate Cash Management Trade Finance products
- Ability to follow up on outstanding service-related issues proactively
- Excellent communication skills for effective collaboration with clients and internal stakeholders
- Strong interpersonal skills to work with other teams
- Flexibility to handle additional tasks as assigned by the bank
- Experience in creating and implementing action plans to improve service quality
- Ability to identify client needs and opportunity for cross-selling products
In return, you can expect:
- Flexible work arrangement
- Corporate group insurance
- EAP – free and confidential counseling, online work-life resources
- Comprehensive leave benefits
- Flexible working to assist you balance your personal priorities
- Coaching and support from experts in your team
- A culture of continuous learning to aid progression
- A range of flexible benefits that you can tailor to suit your needs
- Training and development to help you excel in your career