Transaction Banking Helpdesk Manager

Job description

WHO WE ARE: As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here. Why Join As a key member of our Transaction Banking team, you'll play a vital role in delivering exceptional service to our corporate clients. You'll work closely with them to understand their needs, provide tailored solutions, and help them achieve their business goals. It's a challenging and rewarding role that requires strong communication skills, a customer-centric approach, and a passion for building long-term relationships. How you succeed To excel in this role, you'll need to be proactive, responsive, and solutions-focused. You'll work closely with our clients to understand their needs, identify opportunities to add value, and provide timely and effective solutions. You'll also collaborate with internal stakeholders to ensure seamless delivery of our services and products. What you do 1. Serve as escalation point and provide professional support for customers’ enquiries / requests related to Cash Management solution, come in through the frontliners (Business Banking Contact Centre, Branches, Relationship Managers etc). 2. Determine the best solution based on the issue and details provided by customers, and direct unresolved issue to the next level of support personnel. 3. Provide premium servicing and manage a portfolio of customers and using Cash Management services and channels, for example: payments and receivables via Corporate Internet Banking, API and Host-to-Host channels. 4. Perform corporate internet banking setup and documentation processing for customers on complex or customized solution. 5. Work with internal stakeholders (Business Banking Contact Centre, Product Manager, Business Units, IT, Operations etc) in internal process refinement and customer experience improvement. 6. Be on active standby for urgent support required after office hour. 7. Identify cross-sell opportunities. 8. Conduct physical and/or virtual classroom training for customers. Who you are A degree in a relevant field, such as business, finance, or economics Minimum 2 years in customer fronting experience with external customers in the areas of cash management and/or trade finance, and at least 3 years of working experience preferably in the banking industry Experience in any of the following will be a distinct advantage Cash management and/or trade finance operations/systems Conversant with web applications. Servicing and managing external customers Thorough, detailed with excellent follow-through Keen customer focus with good interpersonal skills Ability to work and multi-task under pressure Who we are As Singapore's longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we're on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia's leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here. What we offer Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Equal opportunity. Fair employment. Selection based on ability and fit with our culture and values. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers. What we offer: Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.