Service and Implementation Officer

Metrobank; Taguig; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Metrobank is seeking a Service Manager to drive deployment of transaction banking solutions and address client concerns. You will provide training support, ensure knowledge transfer, and coordinate with various bank units to ensure successful implementation.

The role involves handling complex deals, validating requirements, and maintaining implementation documentation while supporting post-implementation issues and reporting on MBOS accounts.

Responsibilities

• Implements Transaction Banking products and solutions for clients as endorsed by Account Management
• Handles complex and non-standard account implementations
• Reviews documentary requirements provided by Account Management Department
• Coordinates training schedules with clients and confirms technical requirements
• Coordinates pre-implementation requirements with back-office/front-office units
• Conducts training and retraining on transaction banking facilities to ensure proper usage
• Validates and tests Cash Management solutions with clients
• Maintains coordination with units for development or customization needs
• Provides implementation feedback to Account Management and related teams
• Maintains records of implementation documents and reports
• Delivers production support and troubleshooting for clients' issues
• Addresses client concerns raised by Account Management Department
• Assists in resoultion of transaction banking problems with concerned units
• Reviews volume/value reports and validates billing/collection transactions
• Performs health checks on assigned accounts and reports MBOS enrolled accounts
• Proposes enhancements for products/services to Product Management
• Prepares and updates client training manuals
• Cross-sell other transaction banking products where possible
• Supports the bank's electronic channels strategy with other units
• Contributes to the organization’s profit targets and adheres to policies

Job description

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.