Head, Client Service Account Management

CIMB Federal Territory of Kuala Lumpur, Malaysia
Head, Client Service Account ManagementJob Purpose: The Client Service Account Manager (CSAM) will be accountable for a portfolio of top tier target corporate clients by acting as their primary day-to-day contact and escalation point on all service matters.
By fully engaging and building strong partnerships with the client at every level, the CSAM develops a thorough understanding of their client's industry and overall client strategy.
CSAM develops an Account Servicing Plan to deliver service excellence through detailed CRM data analysis (gain insights to the types of frequent enquiry, service request volume and trends) in order to understand client's behavior and take remedial actions such as developing client guide packs / FAQ and Root Cause Analysis to review the potential and existing needs of the client and drive improvement within the bank by partnering various internal stakeholders including Sales, Product, Operations and Technology teams as appropriate to deliver service excellence.
Key Responsibilities:
Own the service relationship and client experience by acting as the client's key service contact and escalation point, resolving all enquiries, requests within the TAT and issues within reasonable time.
Co-ordinate a uniform approach with the client, ensuring appropriate interaction with key client contacts at different levels (from daily finance and treasury operations teams to key decision makers within the client's organization) with the aim to establish a rapport that allows for joint strategic and tactical planning.
Act as the clients advocate and act with integrity and respect at all times.
Proactively identify opportunities to improve service quality and process efficiency, positioning the "value add" of these initiatives to maximize engagement.
Co-ordinate internally to eliminate or minimize client impacts partnering with Sales, Product, Operations and Technology to maintain focus and drive positive outcomes.
Deepen product knowledge to build further understanding of the technology and operational activity that underpins product delivery and proactively identify potential impacts to clients when service is interrupted.
Manage change readiness by identifying potential impacts and proactively evaluate the effect of CIMB enhancements to products, services and technology as they relate to the client's business.
Manage expectations appropriately both externally and internally; escalate when necessary.
Take Ownership for problems and escalate to ensure timely resolution and drive implementation of preventive measures post-resolution.
Co-ordinate, control and influence activities within the various groups of internal stakeholders to realize desired outcome for client.
Develop a thorough understanding of the client business and strategy and lead the service agenda to further enhance the client experience to support the client's business strategy.
Support the GTB Sales team and Relationship Managers in their efforts to increase revenue streams and improve client profitability either through identification of business efficiencies; the generation of new business opportunities; increasing automation for CIMB and the client; Position service delivery positively in order to take advantage of the future growth of the relationship and support the health monitoring process.
Seniority LevelMid-Senior level
Employment TypeFull-time
Job FunctionOther
IndustriesBanking#J-18808-Ljbffr