Client Service Account Manager - Payments, Innovation Economy

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

• 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

• 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

• 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.

• Meets satisfactory performance standards as defined by the firm

• Not under Performance Coaching (formerly known as PIP)

• Employees who were given written warning or higher and within the prescriptive period are not eligible to apply.