Join a high-impact client service team where you’ll build trusted partnerships, drive continuous improvement, and help deliver exceptional service outcomes.
As a Client Service Account Manager in Manila Designated Service, you will represent the Manila Designated Service to onshore stakeholders, coordinate and resolve client escalations with internal partners, and ensure adherence to agreed KPIs while managing expectations to deliver end-to-end service. You will build and deepen relationships with internal and external clients by understanding their business needs, providing appropriate solutions as a trusted adviser, and promoting self-service tools to reduce inquiries. You will also analyze payment activity to identify efficiencies, identify product enhancement opportunities and potential risks, and collaborate with global service teams to support proactive initiatives, documentation, mandate reviews, client communications, and client metrics.
**Job responsibilities: **
Represent Manila Designated Service with onshore stakeholders
Coordinate and handle escalations coming from the clients with internal organizations
Work with internal groups and segments to ensure compliance in the agreed Key Performance Indicators
Manage clients’ and stakeholders’ expectations to ensure full delivery of services
Develop, maintain, and broaden partnerships with internal and external Clients
Understand Clients’ business to predict their needs and provide appropriate solutions to become a trusted adviser
Promote use of self-service tools to reduce number of Client enquiries
Analyze payment and associated activities in order to identify efficiencies
Identify opportunities for product development and enhancement, and escalate potential risk associated with Client activities
Close collaboration with Service teams Globally to assist with proactive client support initiatives and analysis
Provide support to Service teams in the preparation of documentation, mandate reviews, client communications and metrics for clients
**Required qualifications, capabilities and skills: **
Minimum of 3 years of experience in Client Service or Relationship Management
Excellent verbal and written communication skills
Attention to detail and accuracy is an essential requirement as there are a number of varied processes that are undertaken across the group, adaptability and flexibility are also key skills for this role
Ability to work to deadlines and good time management skills are required as the team have a number of production tasks set at specific times of the day and the deadlines must be adhered to and controls exercised as documented in procedures
Act with a high sense of urgency and integrity
Work effectively with a team and self sufficient
Ability to develop and mobilize internal networks and resources
**Preferred qualifications, capabilities and skills: **
A full working knowledge of US Demand Deposit Account (DDA), Multicurrency Account Services, Real-Time Payments, Wallets, Funds Transfer System, PRPC & TLM would be an advantage
An understanding of Treasury Services products, processes and risk policies would be advantageous
Awareness on latest Fintech products such as API, OpenBanking, MFT/SFTP will be a plus
Working knowledge of Tech tools such as AI, Large Language Model (LLM), Alteryx and UIPath is optional but highly encourage
Internal Application Eligibility Requirements:
TENURE:
- Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.
PERFORMANCE:
Meets satisfactory performance standards as defined by the firm
Not under Performance Coaching (formerly known as PIP)
CORRECTIVE ACTION:
- Employees who were given written warning or higher and within the prescriptive period are not eligible to apply.
By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the Applying for Internal Positions Firmwide Standard. You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm’s HR Policies and Guidelines.
Inform your manager once scheduled for an interview. Include in your discussion if you have questions about eligibility or LOB specific guidelines.
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In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.