Vice President - Team Leader of Client Service in London

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OVERVIEW OF THE DEPARTMENT/SECTION

MUFG has a developing and thriving Transactional Banking business, headquartered in Tokyo and spanning all continents. Transaction Banking, EMEA (incorporating Europe, Middle East and Africa) forms part of MUFG’s Global Transaction Banking business. Our key responsibilities are to drive regional business and support global & regional clients with Transaction Banking solutions for Cash and Liquidity Management, Foreign Exchange, Trade and Working Capital through a comprehensive suite of proprietary and 3rd party digital channels. We support our local and international cash management services for our Corporate, FI and NBFI client base.

Transaction Banking EMEA consists of Trade, Working Capital, Cash and Liquidity Management solutions for our chosen client base and comprises of product, sales, implementation, client services, planning and risk functions. The Client Servicing Team acts as the first point of contact for all client issues and enquiries across our Transaction Banking products and channels. The team provides a proactive client service approach to clients on all transactional enquiries, complaint management and troubleshooting problems, as well as identifying cross-selling opportunities. They take end-to-end accountability and ownership of the client relationship to deliver an optimal and premium service level.

DIRECT REPORTS

Yes

MAIN PURPOSE OF THE ROLE

Accountable and responsible as Team Leader of Client Service team for taking appropriate action with respect to team lead of Client Servicing within TB EMEA. Responsible for all line management duties of both the Client Support and MGS offshored operation. Responsible for the daily oversight of team members activities, providing support/guidance and training. Reporting line is to Deputy Head of Transaction Banking EMEA.

KEY RESPONSIBILITIES

• Responsible for the performance management of team members, through the setting of challenging/stretching KPI objectives, providing performance feedback through monthly one-on-one meetings and keeping an open communication channel with the team through regular team meetings.
• Responsible for representing and presenting on behalf of the team in all regular engagement forums with internal and external stakeholders.
• Responsible for being risk owner and the risk management of key risk/inherent risk for the team.
• Responsible for maintaining an efficient working environment and ensuring business as usual activities to be completed in a timely manner.
• Responsible for tracking all workflows in/out and ensuring our client communication is of the highest standard through quick delivery timing.
• Responsible for the continuous review of the teams’ key processes, proactively looking for opportunities to streamline, digitize and automate where possible.
• Being first point of contact for the client on all day-to-day banking enquiries and issues, taking accountability and ownership to ensure an optimal and premium service level is provided.
• Fulfil the role of team manager within the team for business-as-usual escalation and support in handling more complex/technical client inquiries.
• Log and track all calls to resolution ensuring accuracy and timely reporting of metrics.
• Support of customers’ daily transactions and operations, by investigating and resolving enquiries and complaints promptly and managing the client’s expectations.
• Day-to-day handling of enquiries and requests internally from the front office coverage teams and branches across the EMEA region.
• Proactive, value-added engagement with corporate client groups.