＜Position Description＞ Client Service is a mid-level position in Relationship Team. Client Service is expected to maintain an important client/Investment Managers of Trust Account contact and be responsible for the overall relationship of the client/investment managers including service related matters, change management, incident management as well as expansion of existing relationship through introduction of new products, and to drive our service coverage in line with the client’s strategy thus maximizing P/L of the account. The Client Service would be allocated a number of investment managers based on size, product coverage and other factors. It is also required to work closely with Relationship Manager (RM), Operation in charge of individual products they cover, to ensure day-to-day engagement with the clients/Investment Managers by Client Service is in line with the overall strategy of the client.
＜Responsibilities＞ ●Report to Vise President of Client Service Team and work closely with not only other Client Service Staffs but Relationship Management, Operation and other departments (Risk, Legal, Compliance) to ensure client satisfaction is maintained ●Manage daily calls and emails for various inquiries, change requests, etc from Investment Managers ●Monitor service quality and all communications (incl. outstanding items) with Investment Managers of Trust Account ●Prepare periodical service review report for Investment Manager of Trust Account ●Conduct periodical service review meeting with Investment Manager of Trust Account in order to present and assess the quality of operational services and satisfaction ●Maintenance of Trust Account profile and Investment Manager related documents ●Report to client periodically (monthly, quarterly, annually) with reporting format defined by the client. ●Conduct periodical survey with Investment Manager of Trust Account to get assessment for our service and points to be improved ●Conduct analysis against survey result and provide feedback to relevant departments to discuss improvement plan ●Receive and evaluate change requests (e.g. ISDA/CSA, Futures agreement), and to coordinate with internal relevant departments, in order to maintain the balance of overall service quality against profitability of the account ●Work closely with Global AMS(Asset Manager Service) team for specific Investment Manager
Strategy - Dig into customer insights to better understand our customer’s needs, and how we can address them with targeted communications Lifecycle- Develop the customer journey for Japan from sign up to churn reactivation Work closely with HQ counterparts to ensure we have the right tools to fulfill CRM Japan’s ambitions. Build the CRM roadmap and customer comms calendar Drive Revenue Work closely with the Revenue team to understand how we can best utilise inventory for maximum gain. Create captivating, impactful sales driven campaigns that will drive real business impact
RESPONSIBILITIES ●Responsible for finalizing the commissions with the hotel owners and business development managers ●Developing insights on regional performance trends leveraging consistent KPI’s against the commission rates ●Play a critical role in designing and monitoring future commercial approach in evolving markets ●Defines commercial excellence metrics, goals, and creates a dashboard to report the progress, provide indicators of improvement and overall strategic customer retention plan
＜仕事の魅力＞ ・クライアントと 中長期的なIT戦略の相談から、サイトやアプリ開発、 IOTを用いた業務の可視化 、プロモーションなど、ITを活用した幅広い領域の提案 を実施できるので、自分の強みを活かした営業活動が可能です。 ・顧客と向き合うアカウントマネージャーとして、社内の関係者を取りまとめてプロジェクト全体をPMと一緒に推進してゆくという、責任のあるポジションです。 ・「B to B to C」のサービス開発にプライム(一次請け)として関われる ため、サービス事業者であるクライアントの担当者と直接コミュニケーションが取ることができます。 ・自分の提案がカタチに出来る立場となり、自分の成果(売上値以外)もわかりやすいです。
上記の各システムのカスタマーサポートについて、これまでアウトソースを中心とした体制で対応してきましたが、今後サポートが戦略上重要になることから、社内体制を強化しています。現在サービス提供と合わせてシステムも継続的に開発中のため、お客様からのお問合わせについて社内外の関係先と連携してお応えする業務および顧客から寄せられる声（Voice of Customer）やシステム開発の進捗に伴う業務フローの再設計などの業務をご担当いただきます。