SERVICE MANAGER, SERVICE MANAGEMENT DEPARTMENT

Job Summary: The service manager acts as the point person in terms of the deployment of transaction banking solutions and administration of client’s concern and issues. He or she provides training support for clients and ensures that the same acquires sufficient knowledge resulting to usage of transaction banking facilities. Service Manager handles requests, concerns and issues relating to cash management facilities and coordinates the same to proper unit. 

Specific Duties and Responsibilities: 

• Responsible for the implementation of Transaction Banking products and solutions to the client as endorsed by the Account Management Department
• Handles account for implementation which are considered complex and non-standard deals.
• Facilitates review of necessary documentary requirements as handed over by Account Management Department
• Manages assigned deals, communicates with the clients as to the training schedule, and probes and verify the technical requirements of the clients.
• Coordinates pre-implementation requirements with back - office and/or front - office units.
• Conducts training and retraining of transaction banking facility ensuring usage of the facility.
• Validates & tests the Cash management solution with the client.
• Maintains close coordination with concerned units regarding deals with development or customization requirement.
• Works closely with Account Management Department and provides implementation feedback and updates
• Maintains file of implementation records/documents.
• Provides over-the-shoulder production support and maintenance, and handles troubleshooting requests from clients.
• Handles issues and concerns as raised by Account Management Department.
• Provides clients suitable support on resolution and issues relating to transaction banking products.
• Coordinates reported transaction banking related problems with concerned unit to ensure timely and accurate resolution of customer’s investigation items.
• Reviews volume and value reports
• Validates transactions related to billing and collection
• Performs functions related to health check of assigned accounts
• Furnishes reports on MBOS enrolled accounts as may be
• Recommends solutions to post production issues or concerns of clients.
• Provides enhancement proposition for product/service to Product Management Division.
• Prepares and maintains updated client training manuals.
• Cross-sells other transaction banking products whenever possible
• Works with different bank units in promoting the bank’s electronic channels strategy.
• Participates in the organization’s profit targets as needed.
• Follows policies and procedures and completes necessary administrative tasks in a timely manner.
• Performs other related functions that may be assigned from time to time.