Requirements

Responsibilities

Job Description

• Team Management.  To lead a team of Implementation Manager or a Region or Branch (es), ensuring the team has equipped with the skill and knowledge to handle all cash / trade Implementation.  

• Customer Implementation.  To lead complex implementation after cash management or trade services proposal, involving multiple product, multiple services, has been accepted by customer. To participate throughout the entire process of pre-implementation study, documentation, customer technical discussions and testing, setup and pre-installation check, installation, training and post implementation Review.

• Customer Service. To manage a portfolio of customers and maintain a strong customer relationship with them so as to provide first class after sales support in their electronic banking systems.  

• Technical Support. To provide support to the client on any technical issues related to the platform implemented. Liaise with the Production Support for any problem escalation. To monitor and ensure the escalated problem has been resolved.

• Sales Support.  To provide sales support to Relationship Managers (RMs) and Transaction Banking Sales (TBS) for Wholesale Bank to secure the business of potential customers by working closely to refine customer solutions.

• Product Roll-out.  To assist Product / Channel Managers to ensure the smooth launch of new products in the country, as well as enhancement of existing services through active involvement in the products development cycles.

• Functional Duty.  To assist the Head of Solution Delivery or Regional Team Leader to carry out group level initiatives for the country in order to achieve the strategic goals and assist in migration of best practices.

Key Roles & Responsibilities

• Team Management

• Manage the sub team within the Solution Delivery.

• Provide guidance and support to the team member and deliver results.

• Customer Implementation

 To be fully accountable for the success of an implementation by interfacing with customer’s implementation team, who may reside in multiple countries, until customer complete satisfaction is received

 This requires intensive coordination, milestones tracking and progress updating among service partners internal and external to the Bank from same country or different countries and this includes  IS, service delivery, product manager, Consumer Banking people, legal, finance and third party vendors.

 To provide a Project Manager role in a Regional Complex Implementation this may involve multiple Solution Delivery teams from different countries.  

 Ensure that the quality of the implementation adheres to Bank’s standard and processes.

• Customer Service / Quality

 To ensure quality customer service to EB customers through constant communication and effective customer problem logging, prompt resolution of their EB service queries - both technical and transactional.

 To ensure all processes are executed in compliance with group standards.

 To ensure that all customer queries or problems arising on any of the SCB EB platforms are resolved by the end of the next working day through close contact with technical service and back office resources including on-site troubleshooting.

• Utilization / Cross Selling / Dormancy

 Responsible on the usage of the electronic platform implemented for the client.

 To drive utilization on the platform and in all event to cross sell other platform to the client.

 To increase usage and reduce dormancy rate.

• Technical Support

 To provide technical support to client on the implemented platform. These include installation, reinstallation, upgrading and troubleshooting.

 Working closely with the Production Support Team and any issues reported, escalated all unsolved problem.

 To monitor and ensure all problems has been resolved.

• Sales Support

 To actively monitor the turnaround time of implementations to expedite in coming of revenues to the Bank.

 To train and constantly update country Sales and Local Product Mangers in the technology and advantages to customers of EB through training sessions, seminars, and selling aids.

 To facilitate formulation of customised solution through working with country Sales and Local Product Mangers, IS, outsourcing agent or assistance from another Solution Delivery department.

• Product Support

 Participate in UAT, Product Trial Run to ensure that new releases of products are proven for usability prior to introduction to customers.

 Responsible to support a full spectrum of cash, custody, treasury and trade, EB and non-EB, package and non-packaged, locally developed products/services.

Qualifications & Skills

Have good understanding of knowledge and following skill areas:

• Leadership

 Continuous Learning

 Client Relationship Management

 Communication

• Teamwork

 Problem Solving

 Work & Project Management

 Core product knowledge

 Other products knowledge

 Straight2Bank knowledge

 System environment knowledge

 Customer set up documentation

 Channels documentation

 Legal documentation

 Customer segment

 Core product market practices

 Other products market practices

 Competitor’s market behavior

Company information

Contact information