SERVICE MANAGER, SERVICE MANAGEMENT DEPARTMENT

Metrobank; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Metrobank is seeking a Service Manager to lead the deployment of Transaction Banking solutions and manage client concerns. The role includes training clients, coordinating with Account Management and back-office/front-office units, and ensuring smooth implementation of cash management facilities.

You will validate solutions with clients, provide production support, and help drive enhancements and documentation.

Qualifications

• Experience in transaction banking or cash management preferred.
• Ability to train clients and coordinate with multiple teams.
• Familiarity with project implementation processes.

Responsibilities

• Implement transaction banking products and solutions as approved by Account Management.
• Handle complex/non-standard implementation deals.
• Review documentary requirements from Account Management.
• Manage deals and schedule client training; verify technical requirements.
• Coordinate pre-implementation with back-office/front-office.
• Conduct training on transaction banking facilities; ensure adoption.
• Validate and test Cash management solutions with clients.
• Coordinate with units on customization requirements and updates.
• Provide implementation feedback to Account Management.
• Maintain documentation/files of implementations.
• Offer production support and troubleshoot client issues.
• Address issues raised by Account Management; resolve with clients.
• Support clients on resolution of transaction banking problems.
• Coordinate reported problems with units for timely resolution.
• Review transaction volume and value reports.
• Validate billing/collection-related transactions.
• Perform health checks on assigned accounts.
• Generate MBOS enrolled accounts reports as required.
• Suggest enhancements to products/services to Product Management.
• Prepare and update client training manuals.
• Cross-sell other transaction banking products where possible.
• Promote electronic channels strategy with bank units.
• Support profit targets and complete admin tasks timely.
• Perform other related functions as assigned.

Skills

Banking operations

Client training

Pre-implementation coordination

Troubleshooting

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.