Cash Service Manager

Job Summary

• To deliver excellent client service and advice to our Corporate (Corporate & Institutional Banking) clients in all interactions for their post transactional enquiries, complaints, and other service-related issues.

• To deliver excellent client service and advice to our Corporate (Corporate & Institutional Banking) clients in all interactions for their post transactional enquiries, complaints, and other service-related issues.

• Address daily service requests, inquiries, and complaints for esteemed clients and internal personnel, as well as resolving any additional service-related issues.
• Collaborate effectively with Relationship Managers, Product, Sales, Operations, and other essential internal stakeholders to address client challenges and uncover opportunities for enhancing the overall service experience, while also conducting service reviews and pulse checks with clients.
• Cultivate strong relationships and foster rapport with designated 'premier' clients at the transactional and operational levels by assisting the assigned Client Service Manager in managing their client portfolio.
• Deliver excellent service against agreed service standards.
• Responsible for effective service recovery process, through complaint logging and handling.

• Participate in annual Service Reviews with client Service managers for identified ‘premier’ clients.
• Reviewing service performance with the clients and generate ways to continuously improve service standards.
• On a selective basis, attend sales calls with RMs to sell our service capabilities and/or to resolve clients’ operational and service issues.
• Utilize metrics and client insights to gain a comprehensive understanding of client needs, while identifying potential opportunities to enhance service quality, product solutions, utilization, and optimize channel usage, as well as implement effective up-selling and cross-selling strategies.

• Initiate proactive communications with clients to enhance facility utilization, boost transaction volume, and uncover potential avenues for business channels and referrals.
• Perform end-to-end orchestration across all processes and services managed by Cash Service Team.
• Document all client interactions and internal coordination related to setups in the GEMS system.
• Identify and escalate compliance requirements, adhering to relevant internal controls and procedures concerning processes, products, policies, and regulations.
• Perform additional ad‑hoc tasks as assigned by the Line Manager and Unit Head.

• Facilitate and organize the processing of diverse channels, such as Straight2
  
  Bank, along with the establishment requests for products and services pertinent to CIB clients, Financial Institutions, and Paytech. This includes managing internal setups, such as those required for Client Access, Transaction Banking (TB) implementation testing, and various setups from internal operations units that are essential for channel activation.
• Conduct essential static data maintenance and offboarding tasks, encompassing Static Data Management.
• Provide exemplary service and guidance to our Corporate and Investment Banking (CIB) clients during all interactions regarding their Straight2
  
  Bank channel activation, addressing pre‑transactional inquiries, setup, training, and other channel‑related matters.
• Deliver comprehensive training to clients on all aspects of Straight2
  
  Bank, including initiations and reporting, while ensuring clients are familiar with self‑help functionalities to minimize incoming inquiries to the bank.

• Promote and cultivate a collaborative and welcoming atmosphere within the team to successfully reach collective goals through effective teamwork and operational efficiency.
• Collaborate with the team manager to develop and implement a personal learning plan aimed at acquiring necessary competencies.
• Assist the Head of Client Services Group in strategizing and managing staffing, deployment, training, evaluations, and all personnel‑related issues concerning team members.

• Adhere to the Operational Risk Framework established for CSG, which encompasses client…