Service and Implementation Officer (Dagupan, Pangasinan)

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

Job summary

Metrobank in the Philippines seeks a Service Manager to lead the deployment of Transaction Banking solutions and manage client concerns, ensuring clients gain knowledge to operate the facilities effectively.

The role requires coordinating with Account Management, handling complex implementation deals, and conducting comprehensive trainings to support customer success and timely issue resolution.

Qualifications

• Experience deploying Transaction Banking products and solutions.
• Ability to manage complex/non-standard deals.
• Strong training and client-support capabilities.

Responsibilities

• Implement Transaction Banking products and solutions to clients.
• Coordinate pre-implementation requirements with back-office/front-office units.
• Conduct training and retraining of transaction banking facilities.
• Validate and test the cash management solution with clients.
• Provide production support and handle client troubleshooting.
• Maintain implementation records and reports.

Skills

Customer service

Training

Client coordination

Transaction banking

Tools

MBOS

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.