Manager - Transaction Banking T500-19466

About Us:

MUFG Bank, Ltd. is Japan's premier bank, with a global network spanning in more than 40 markets. Outside of Japan, the bank offers an extensive scope of commercial and investment banking products and services to businesses, governments, and individuals worldwide. MUFG Bank's parent, Mitsubishi UFJ Financial Group, Inc. (MUFG) is one of the world's leading financial groups. Headquartered in Tokyo and with over 360 years of history, the Group has about 120,000 employees and offers services including commercial banking, trust banking, securities, credit cards, consumer finance, asset management, and leasing. The Group aims to be the world's most trusted financial group through close collaboration among our operating companies and flexibly respond to all the financial needs of our customers, serving society, and fostering shared and sustainable growth for a better world. MUFG's shares trade on the Tokyo, Nagoya, and New York stock exchanges.

MUFG Global Service Private Limited:

Established in 2020, MUFG Global Service Private Limited (MGS) is 100% subsidiary of MUFG having offices in Bengaluru and Mumbai. MGS India has been set up as a Global Capability Centre / Centre of Excellence to provide support services across various functions such as IT, KYC/ AML, Credit, Operations etc. to MUFG Bank offices globally. MGS India has plans to significantly ramp-up its growth over the next 18-24 months while servicing MUFG's global network across Americas, EMEA and Asia Pacific.

Position Title: Digital Channels Technical Support Manager – Transaction Banking Global Products

Corporate Title: AVP / Manager

Position details:

Transaction Banking Product and Digital Channels teams are professional Product Managers, Business Analysts, Technical Support representatives, and Project Managers who develop and support online banking products to serve our customers' banking needs. This is an entry level position for an ambitious candidate with 5 years' customer service experience who enjoys working directly with software end-users and clients to ensure their successful use of digital banking applications. The candidate will provide technical support to clients while collaborating with internal teams who manage global banking channel solutions.

Roles and Responsibilities:

- Oversee the smooth running of daily activities of technical support staff and provide guidance and support to technical support staff as needed. Identify and address gaps in technical support knowledge or skills.
- Develop and implement processes to improve the efficiency of technical support operations.
- Work with other departments to identify and resolve technical issues. Collaborate with product development, production support, and implementation teams to ensure seamless communication between the departments.
- Provides daily technical support to clients requiring assistance with global transaction banking channel products.
- Is a subject matter expert for digital solutions with ability to interpret, recreate, and troubleshoot client technical support requests.
- Adherence to policies and procedures with respect to sensitive client information used for problem solving and technical troubleshooting.
- Manage work queues that require email, telephone, and live conference call support.
- Collaborate with business partners and operations teams to resolve critical client issues.
- Monitor and record daily activities to achieve departmental key performance indicators and service metrics.

Job Requirements:

- Candidates should have Transaction Banking experience with the familiarity of online cash management and various host-to-host connectivity protocols including ISO 20022 payments and information reporting standards.
- This position requires a degree from a four-year college (e.g., B.A., B.S.) preferably with a science, technology, engineering or math background.
- Advanced degree or MBA are not required but would be advantageous.
- Must be a creative problem solver who is willing to work hard and learn.
- Strong organization and communication skills, including professional telephone and email etiquette are required.
- Ability to work independently and perform in a fast-paced environment.
- Japanese fluency would be a highly beneficial

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