Senior Associate/VP, PCM Implementation and Middle Office

Act as a point of contact for our client's service regarding all their daily banking requests, (i.e. follow up of transactional flows, opening / closure of new accounts, amendments to Electronic Banking set-ups, etc. in coordination with the front office, Client Service and Back Offices teams)

On-Boarding

• Prepare Client’s welcome package and onboard our client

Implementation

• Act in a Project management mode for the Implementation of Cash Management Structures, including contract preparation, account opening, progress meetings, testing during whole implementation period including pre and post.

• Develop a close relationship with customer throughout the pre, mid and post implementation stages

• Participate to coordination meetings of complex Cash Management implementation projects led by the team in charge

Daily Care

• Excellent understanding of client’s business and strategy

• Knowing local market standards for PCM products

• Provide accurate and comprehensive answers to customer enquiries (2nd level, such as escalation)

• Escalation points in case of issues, working on it and getting them fixed

• Following up on service issues with the Front Office, Back Office and product teams

• Proactive incident communication to the client

• Identify sales opportunities with existing customers

• Manage regulatory reports/requirement and other internal reports

Oversight

• PCM products including Deposit and Payment, Digital channels (Internet banking, H2H)

• Oversight of client activity and monitoring of service quality delivered to client (manage KPIs)

Service Review

• Prepare and conduct client service reviews for V.I.P. clients along with the responsible Sales Manager

• Data management (incl. STP analysis from back office) and root cause analysis for Service review purposes to continuously improve service level and mutual efficiency

• Gathering and coordinating client’s feedback