Head of Onboarding/Service

SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG’s shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.

 

In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization’s extensive global network. The Group’s operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.

Role Description

Responsible for addressing client inquiries and actively support cross-selling efforts by identifying client needs and suggesting solutions through introductions. Performs a variety of client service functions associated with supporting the strategic initiatives of the company to enable business development, revenue growth, client retention and growth, and sales delivery enhancements.

Role Objectives: Delivery

Partnering with the sales team, manage client lifecycle from onboarding and account opening to closure and off-boarding. Supervises the delivery and support of Transaction Banking products and services. Monitor transaction progress on a regular basis and service as an escalation point to respond to client inquiries. Attend internal business meetings and client pitches, providing service and client experience insight, working closely with all lines to help cross-sell Transaction Banking Services and manage the existing customer base. Develop and maintain a customer database including calls and results on all new and existing business relationships. Review current service processes and identify opportunities for streamlining and improved customer service. Review documentation of established policies and procedures. Develop customer retention strategy and create KPIs and procedures to improve customer retention and expand services delivered to clients.

Role Objectives: Interpersonal

Leverage deep network of internal contacts to facilitate clients requests, deliver necessary expertise to respond to client issues, and referrals for additional products and services needed by the client. Work closely with Sales and Relationship Management teams to collaborate on client onboarding and service delivery, hand off cross-selling or expansion opportunities, and develop customer satisfaction strategy. Partner with Risk and Compliance teams to review client requests for adherence to regulatory standards and risk guidelines. Coordinate with compliance, risk management, and legal to address settlement agent and correspondent bank issues.

Role Objectives: Expertise

Apply an in-depth understanding of the Transaction Banking sector, including internal and competitor offerings, to provide subject matter expertise and proactively recommend new products and services to clients that can meet their needs. Demonstrate a strong understanding of the firm's risk framework to identify and mitigate unwanted exposures. Adapt processes as required by changes to regulations or risk appetite. Use outstanding verbal and written communication skills to interface with clients, keeping messaging clear and concise. Display exceptional project management skills to facilitate coordination between multiple parties to execute on transactions and track completion of key work-items.

Qualifications and Skills

Recommended years of experience: 15

Additional Requirements

D&I Commitment

Responsible for fostering a culture of diversity and inclusion, holding leaders accountable for creating an inclusive environment through awareness and practice of equity in recruiting, developing, and promoting diverse talent.

SMBC’s employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certa