19326 - GTBD - Transaction Banking - Customer Support - VP

Who we are

United by a sense of purpose towards our customers – to be a trusted partner for the long-term – and our universal banking platform in EMEA, SMBC Group has an international growth agenda and award-winning products, meaning we provide exciting opportunities to work on a diverse range of projects and initiatives. We deliver a full suite of corporate finance products and solutions to our customers as well as investment banking and advisory services, and a range of innovative solutions in global capital markets. Read on to find out how you could enhance your skills and gain valuable experience, by joining us to support our clients transition to a sustainable future.

Role Summary

Hiring manager to edit here:  

Is the next step in your career at SMBC Group EMEA? We’re looking for a Vice President for our Global Transaction Banking Departmeint to join our team. 

• Provide strategic leadership to ensure high-quality and efficient customer support operations.
• Oversee resolution of customer inquiries, issues, and complaints in a timely and professional manner.
• Drive initiatives to enhance customer satisfaction and experience.

Business Area

• There are currently c.30 members in GTBD EMEA team including Planning, Sales and Product Development team.
• The current business in EMEA is focused predominantly on servicing Japanese multi-national corporates trading in EMEA. However, we are looking to improve the client proposition to all clients and expand it to non-Japanese clients.

Background

• The Bank’s primary objectives are to grow its Corporate and Investment Banking business by (1) improving the NIM on its loan portfolio and quality of the deposit base, (2) driving the financing collaboration between private and public side markets as well as via the Jefferies alliance and (3) recycling capital. This hire into its GTBD business is crucial for point (1) of the strategy.
• GTBD is in charge of Transaction Banking Business (“TB”) in EMEA, which provides an integrated suite of cash management services to address the various needs of corporate and institutional clients. From the interactive online banking channel “E-Moneyger®”, our key product, to Host-to-Host and SWIFT connectivity, or regional and domestic Cash Pooling, we are helping the Bank's clients to maximise their efficiency and streamline financial operations.
  We offer corporates and institutions convenient, efficient and secure real-time online banking, ability to support domestic and international transfers and collections, access to high value and low value clearing systems, support by regional and in-country cash management specialists across EMEA providing local advisory and sharing best practices.
• The job is mainly to provide  customer support for our transaction banking business to customers and to increase deposit volumes and profit through retention and cross sales, and contribute to the growth of the TB business in both EMEA and SMBC group globally by providing excellent customer support.

Accountabilities and Responsibilities

• Lead and develop the Customer Support team, fostering a culture of excellence and accountability.
• Optimize customer support processes for efficiency and scalability.
• Define and monitor KPIs, ensuring timely reporting to senior management.
• Manage escalations and resolve critical incidents promptly.
• Collaborate with Sales, Product, and IT teams to deliver seamless customer experiences.
• Propose and implement innovative solutions to improve customer engagement and service quality.
• Liaise with relevant GTBD worldwide as per necessary for a holistic approach.
• Build and maintain good business relationship with front office
• Ensure the schemes presented to customers are compliant with the Bank’s policies and procedures.
• Ensure documents provided to customers are compliant with the Bank’s policies.
• Ensure customers‘ requests are handled efficiently and in a timely manner.
• Escalate negative news to GTBD management in a timely manner.
• Improve working processes and methods
• Supply training to new staff as and when necessary

Knowledge, Skills, Experience and Qualifications

• Bachelor’s degree or equivalent; advanced qualifications in Banking or Business preferred.
• 5-10 years of experience in customer support within the financial sector.
• Proven leadership and team management experience.
• Strong communication, negotiation, and problem-solving skills.
• In-depth knowledge of regulatory and compliance requirements.
• Proficiency in data analysis and reporting for performance management.
• Fluency in English; additional languages are an asset.
• Familiarity with the bank’s systems and IT.

Competencies

What we offer

For all the expertise and experience you bring to help us make a difference, it’s only sustainable if we support you to build your career and be your best self so we offer competitive company benefits, centred around promoting positive well-bring and work-life balance. We also believe in fostering a diverse and inclusive work environment, where all team members perspectives and contributions are valued. Initiatives in place which promote a diverse and inclusive culture and healthy work life balance include hybrid working, Sport & Social Clubs and Diversity and Inclusion networks.

As an employee of SMBC you have access to a host of both useful and exciting benefit offerings. See below some of the benefits on offer to you:

• Hybrid and flexible working 
• Competitive paid leave days
• Benefits to support your physical wellbeing, including private medical insurance and life and invalidity insurance 
• Various policies to support your mental wellbeing, including a robust behavioural health network with counselling and coaching services  
• Access a wide range of learning and development opportunities and career progression opportunities 
• Ambitious remuneration package

So, if you like a challenge and want to continuously grow and develop in a role where you will be supported along the way by a dynamic and diverse team, apply today!!