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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.

The anticipated salary range for this role is between $152,000.00 and $175,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

Role Description

We are seeking an experienced Client Service Lead to join our Cash Management division. This candidate will serve as the primary point of contact for inquiries related to our cash management products. This role requires a professional with strong communication skills, a deep understanding of corporate cash management, and a proven track record of managing complex client relationships. The ideal candidate will also play a pivotal part in building and refining our service function by documenting processes and procedures, developing training programs, and managing ongoing client communications.

Role Objectives

Client Support & Issue Management:

+ Serve as a trusted partner and escalation point for large corporate clients, handling inquiries related to payments, reporting, liquidity structures, entitlements, and other cash management solutions

+ Investigate and resolve complex issues in coordination with internal teams across Operations, Product, and Technology

+ Monitor client satisfaction and take ownership of follow-ups to ensure a timely and thorough resolution of requests

+ Deliver client training sessions to ensure effective use of our cash management products

+ Regularly report on client service metrics, providing insights to guide strategy and resource allocation.

Relationship Management:

+ Manage and maintain relationships with large corporate clients, understanding unique needs and business challenges to provide personalized support

+ Maintain strong working relationships with client contacts and internal partners

+ Participate in regular service reviews and client meetings as needed

Documentation & Process Improvement:

+ Develop, document, and update standard operating procedures, process flowcharts, knowledge bases, troubleshooting guides

+ Collaborate with cross-functional teams to refine processes and drive continuous improvement

Communication Management:

+ Oversee communications with clients, including the rollout of updates, best practice advisories, and notifications regarding product changes

+ Monitor client feedback through various channels and work with internal teams to prioritize and implement improvements

Qualifications and Skills

Experience:

+ 8+ years of experience managing complex client relationships, preferably within the corporate cash management or financial services sectors

Skills & Competencies:

+ Excellent verbal and written communication skills

+ Strong problem-solving abilities with a client-focused mindset

+ Proven capability in process documentation and the development of effective training programs

+ Experience with CRM systems and communication tools is a plus

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, certain FINRA-registered roles for which in-office attendance for the entire workweek is required.

SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at [email protected].