Lead the realization of Transaction Banking profit and portfolio balances through the delivery of effective and timely customer implementation and servicing of cash management services clients. Drive customer satisfaction and retention of business through the provision of best-in-class customer service.
Assist in formulating customer service strategy, process and procedures to render unparalleled service, retain and/or defend existing business, ensuring the highest level of customer satisfaction and safeguarding the Bank's interests.
Periodically review and streamline processes to improve customer experience
Conduct Service Level Reviews and analyse customer feedback and encapsulate into recommendations to the region and local Product team
Drives customer usage of Transaction products/services implemented to accelerate revenue generation and volume throughput
Identify opportunities and cross-sell TB products upon customer touch point and made appropriate referral to relevant sales team
Plans, leads, implements Transaction Banking cash management mandates from clients
On-board customers to relevant services within acceptable turnaround time
Provide electronic banking and client integration training and support to clients
Act as the first level of support to clients' daily queries on matters including but not limited to internet banking and local cash management products systems.
Respond satisfactorily to customer inquiries and requests for after-sales support within acceptable timeframe(s)
Ensure prompt action and reporting on any system disruption or malfunctions encountered in coordination with responsible offices in branch, region and Head Office, as appropriate
Identify, recommend and implement solutions within a consistent customer service framework to reduce client inquiries through the analysis of data, MIS and statistics
Support Product Team in testing for various solution rollouts
Collaborate with Sales and Product Teams as well as MUFG branches to ensure consistent MUFG experience for clients
Collaborate with Systems Team to resolve customer's concerns arising out of cash management core system issues
Work in partnership with the Operations team in for registration and ensure applications and transactions are processed accurately in a timely manner.
Work in partnership with the wider Transaction Banking department to support regional implementation when required.
Drive and manage effective Transaction Banking system administration and maintenance in accordance with regulatory and internal compliance, risk management policies and standards and approved operational procedures, ensuring safeguarding of Customer's and Bank's interests
Perform other duties that Department Head may assign from time to time
Japanese language proficiency to work with Japanese clients
Good understanding of relevant systems and procedures.
Good knowledge of MUFG/ Industry banking products and services.
Sound IT knowledge and skills.
Strong interpersonal and presentation skills
Well verse in Microsoft office. Other IT knowledge will be an advantage
We regret to inform that only shortlisted applicants will be notified.