Client Support and Implementation Manager

SMBC Group; Makati; On-site; PHP 893,000 - 1,339,000; Full time

Job summary

SMBC Group in the Philippines is seeking a Client Service and Implementation Officer to lead onboarding and post-sales support for Transaction Banking solutions. You will bridge clients, internal teams, and regional counterparts to ensure platform functionality, timely delivery, and ongoing client satisfaction through ERP integrations, H2H connectivity, and training.

The role emphasizes end-to-end delivery, collaboration across regional units, and proactive problem solving to foster long-term

Qualifications

• Experience in customer service for transaction banking and ERP integration.
• Strong communication and project management skills.
• Ability to manage multiple priorities and implementation pipelines.

Responsibilities

• Collaborate with regional client services and implementation teams to support electronic banking integration, including ERP/host-to-host connectivity for services like payables, receivables, and liquidity management.
• Lead platform installation, customer training, system migration, and integration with clients' ERP systems.
• Manage the implementation pipeline by monitoring progress, conducting status reviews, and ensuring timely delivery against milestones and client expectations.
• Support Sales teams in delivering complex transaction banking solutions such as Treasury Management Systems, Host-to-Host, SWIFT FileAct, and cash pooling.
• Ensure effective end-to-end delivery of transaction banking products and conduct user training in SMAR&T S and other banking channels.
• Provide daily support to transaction banking customers via phone or email, coordinating with internal product teams for issue resolution.

Skills

Customer service

ERP system integration

Communication skills

Project management

Stakeholder management

Cross-functional collaboration

Tools

SMAR&TS platform

Host-to-Host connectivity

Job description

As a Client Service and Implementation Officer, you will play a key role in delivering Transaction Banking solutions to clients by managing implementation, integration, and post-sales support. You'll be the bridge between the client, internal teams, and regional counterparts - ensuring smooth onboarding, platform functionality, and ongoing satisfaction.

How You’ll Make An Impact

• Collaborate with regional client services and implementation teams to support electronic banking integration, including ERP/host-to-host connectivity for services like payables, receivables, and liquidity management.
• Lead platform installation, customer training, system migration, and integration with clients' ERP systems.
• Manage the implementation pipeline by monitoring progress, conducting status reviews, and ensuring timely delivery against milestones and client expectations.
• Support Sales teams in delivering complex transaction banking solutions such as Treasury Management Systems, Host-to-Host, SWIFT FileAct, and cash pooling.
• Ensure effective end-to-end delivery of transaction banking products and conduct user training in SMAR&TS and other banking channels.
• Provide daily support to transaction banking customers via phone or email, coordinating with internal product teams for issue resolution.
• Oversee customer onboarding for Cash & Cheque Collection arrangements with Alliance Bank.
• Implement standard IMAGINE systems for clients and ensure seamless integration.
• Act as a key liaison with Product and Sales teams to address product gaps and recommend improvements.
• Build and maintain strong client relationships while identifying cross-selling opportunities for transaction banking solutions.
• Maintain customer satisfaction through consistent after-sales support and troubleshooting.
• Facilitate timely completion of regional deal documentation, serving as the main contact point for clients throughout the documentation process.

What Sets You Apart

• Strong background in customer service for transaction banking, customer implementation, and ERP system integration,
• Excellent communication and project management skills
• Ability to manage Product lifecycle, multiple priorities and implementation pipelines efficiently
• Proficient in banking platforms and host-to-host connectivity solutions
• Customer-focused mindset with a passion for problem-solving and continuous improvement
• Experience working in cross-functional and regional teams is a plus