• Support onshore and offshore Implementation Manager Team to implement all cash and trade products for all CB clients in north asia branches, like electronic banking, local & cross boarder pooling, ERP integration, FSC, and China e-drafts etc.
- Work closely with key teams within the Bank throughout the FSC supplier on-boarding processes to ensure suppliers are on-boarded efficiently and within agreed Service Level Agreements (SLA).
- Generate/manage product documentations, eg: e-banking/cashpool/ebills etc. global product agreements and local products agreement, eg: e-drafts etc.
- Provide the e2e support for e-banking/e-drafts/ebills maintenance request
- Support any servicing to the suppliers’ queries over call / emails regarding onboarding / transactions etc. Track / manage escalations from suppliers for any queries sent by them
- Technical setup in the product systems
- manage user acceptance test (UAT) if needed
- Provide the product training with client
- Support the new products rollout and implementation within North Asian countries
- Works closely with Implementation, Legal and Product Management on procedures/workflow concerning product documentation.
• Customer interactions
- Maintain contact with customers to ensure DB’s service is up to standard. Assist in the timely consolidation of management information to enable the continuous review of service standards
- Proactively monitor and take appropriate actions to ensure that expected utilization and penetration levels are met.
• Manage technical support function via
- adoption of team information/knowledge
- best practice sharing
- proactive problem solving and
- comprehensive customer/user training
- internal/external migration project support, including data reviewing, migration setup in internal systems, handle functional issues arising during migration.