Senior Associate/VP, PCM Implementation and Middle Office

Job description

Act as a point of contact for our client's service regarding all their daily banking requests, (i.e. follow up of transactional flows, opening / closure of new accounts, amendments to Electronic Banking set-ups, etc. in coordination with the front office, Client Service and Back Offices teams) On-Boarding Prepare Client’s welcome package and onboard our client Implementation Act in a Project management mode for the Implementation of Cash Management Structures, including contract preparation, account opening, progress meetings, testing during whole implementation period including pre and post.

• Develop a close relationship with customer throughout the pre, mid and post implementation stages
• Participate to coordination meetings of complex Cash Management implementation projects led by the team in charge

Daily Care

• Excellent understanding of client’s business and strategy Knowing local market standards for PCM products
• Provide accurate and comprehensive answers to customer enquiries (2nd level, such as escalation) Escalation points in case of issues, working on it and getting them fixed Following up on service issues with the Front Office, Back Office and product teams Proactive incident communication to the client
• Identify sales opportunities with existing customers
• Manage regulatory reports/requirement and other internal reports Oversight PCM products including Deposit and Payment, Digital channels (Internet banking, H2H) Oversight of client activity and monitoring of service quality delivered to client (manage KPIs) Service Review
• Prepare and conduct client service reviews for V.I.P. clients along with the responsible Sales Manager Data management (incl.

STP analysis from back office) and root cause analysis for Service review purposes to continuously improve service level and mutual efficiency Gathering and coordinating client’s feedback