The General Payments Solution (GPS) Fulfilment Manager role supports broad group of client relationships across value segments and situations. The Fulfilment Manager is accountable for responding to client requests for new GPS solutions and the ongoing service experience of existing client solutions in an assigned portfolio of clients.
The Fulfilment Manager role is hybrid in nature fulfilling tasks ranging from high visibility projects, managing client requests for new solutions, escalations, oversight of transactional support, support the fulfilment of client requirements, and help to maintain and enhance existing revenue streams. Market and client portfolio dynamics may vary.
In this role, you will aid in the reactive fulfilment of innovative cash and liquidity management solutions to a defined portfolio of Institutional Client Group (ICG) clients thus maximizing commercial profitability and relationship depth. You will also collaborate with Implementation throughout the fulfillment process to ensure smooth onboarding.
Activities will include continuous engagement with Relationship Banking teams and proactively connecting with Product teams to growing your knowledge of cash management products.
Basic Job Expectations
- Own the GPS client relationship for a defined portfolio of ICG clients
- Respond to client requests for new solutions, changes to existing solutions and pricing
- Accountable for the quality of query management and transactional interactions for their portfolio of clients.
- Ability to evaluate options for resolution of complex queries, weigh pros/cons of approaches and escalate challenges when needed.
- Accountability for client escalations; business-as-usual escalations as well as global/regional service escalations, inquiries and/or projects. Coordinate remediation of issues and communication to clients/internal stakeholders.
- Collaborate with Implementation and Relationship Banking teams to follow up on client requests and ensure smooth onbo