Client Implementation Manager - State (Pulau Pinang)

Bank Islam; Penang; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading banking institution in Malaysia is seeking a dedicated individual to manage cash management solutions implementation, ensuring top-tier service delivery to clients. Responsibilities include overseeing client onboarding, project coordination, and ensuring compliance with internal and external standards. Ideal candidates should possess strong interpersonal skills, experience in cash management services, and the ability to foster teamwork and innovation. This role presents an opportunity to significantly contribute to client satisfaction and revenue realization.

Qualifications

• Experience in managing client implementations of cash management products.
• Excellent communication and interpersonal skills.
• Strong organizational skills for managing documentation.

Responsibilities

• Manage implementation of cash management products and services.
• Ensure after-sales services align with service level agreements.
• Monitor and track business leads across the unit.

Skills

Client relationship management

Implementation of cash management solutions

Project coordination

Risk assessment

Team leadership

Job description

Responsible for managing and ensuring the service delivery within the job responsibilities and deliverables of the Cash Implementation Unit.

Client Implementation

• Assist the superior in managing the implementation of Cash Management products namely eBanker Pro and cash management products or solutions, ensuring after-sales services are met for customers within the approved Service Level Agreement.
• Assist the superior in developing a comprehensive understanding of the customer’s business requirements through extensive interaction, recommend suitable cash management solutions and ensure smooth implementation.
• Assist the superior in driving, coordinating & handling regional project assignments.
• Support Client Management initiatives by ensuring business requirements are delivered within internal policies, controls and country regulations.
• Responsible for end-to-end implementation and onboarding of customers into Channels, including file formatting & data mapping, system testing and providing training to clients.
• Develop a comprehensive understanding of customer’s business requirements, recommend BIMB solutions and ensure smooth implementation.
• Ensure seamless service delivery by interfacing promptly with GIB customers, Relationship Managers, Client Coverage and other stakeholders.
• Execute documentation requirements for Channel onboarding and ensure setup is completed within stipulated time.
• Manage documentation across the unit—monitor, assign and track business leads.
• Screen potential business leads and disseminate to team members for sales efforts, integrating these into established sales tracking processes.
• Ensure eBanker Pro is successfully tested and implemented at customer sites in accordance with value proposition.
• Expedite implementation of customers for fast revenue realization to meet department targets.
• Prepare process governance TAT/SLA reports and service delivery measures/reports.

Client Support

• Ensure after-sales services are met for customers within the approved Service Level Agreement.
• Perform service reviews with Relationship Managers and customers to review satisfaction and utilization levels.
• Participate as a contact point for operational matters related to client onboarding.
• Identify, motivate and create an environment encouraging improvement and innovation, aligning customer service strategy with Group objectives and ensuring compliance with standards, policies and procedures.
• Assess laws and regulations governing the financial services industry, analyze their implications, and employ sound judgment in ambiguous areas.
• Educate oneself on Group’s product offerings, present benefits comprehensively, advise customers on products/services aligned to their needs, identify and explain associated risks, and seek customer feedback.
• Respond to customers promptly and accurately, log expected resolution time, and ensure issues are resolved within stipulated time frames.
• Analyze requirements of escalated cases, identify correct back-office functions for resolution.
• Follow up with back-office functions to confirm status of escalated cases and ensure complete resolution.
• Contact customers to update on status and close resolved cases.
• Accurately reply to customer emails and facsimiles following standard procedure, ensuring agreed service levels are met.
• Exercise and manage departmental tracking processes, including customer tracking for reporting and satisfaction reviews.
• Communicate effectively to gain customer attention and trust, strategize solutions, and establish win-win situations to overcome disputes.
• Strategize, implement and evaluate social media to enlarge the Group’s customer base and strengthen relationships; apply quantitative/qualitative approaches to assess metrics and mitigate risks.
• Practice LEAN and implement & evaluate current operating model and process design for continuous improvement.
• Exercise OE/CE and implement a structured service process flow.
• Comply with internal risk policies, adopt best practices and innovate to mitigate potential losses; serve as Primary Risk Coordinator.
• Analyze customer service issues to determine root causes for effective solutions, either independently or as a team, guided by Group policies.

Customer Service

• Monitor customer queries and complaints for satisfactory closure within standard turnaround time.
• Assist Relationship Manager with new corporate customer registration and onboarding.

People Management (Applicable for Team Lead)

• Assist Head Cash Implementation to foster a strong team spirit and motivate the Cash Implementation team.
• Coaching subordinates to sharpen product and operational skills.
• Develop a good team spirit and motivation.
• Collaborate closely with units within the division for effective product and service delivery.
• Assist Head Cash Implementation in identifying staff training requirements and suitable training programmes.

Other Roles

Ensure adherence and compliance to all internal policies/guidelines and external regulatory requirements. Perform any other duties or assignments as directed by the superior in accordance with business requirements.