Cash Client Service, Vietnam

Transaction Services partners with clients across Corporate & Investment Banking to deliver innovative solutions through cash management, trade and supply chain finance, and digital banking solutions. The Cash Client Services function serves as the strategic service partner for corporate and institutional clients, delivering exceptional outcomes across payments and digital cash management solutions. Acting as the primary point of engagement throughout the client lifecycle, the role shapes the client-led cash service agenda while partnering closely with clients and internal stakeholders to ensure seamless service delivery, resolve complex issues, drive digital adoption and implement continuous service improvements. Leveraging client insight, operational expertise and data-driven decision making, the role enhances client experience, supports business objectives and strengthens long-term client relationships through reliable, scalable and client-centric service management.

Client Service Delivery

• Deliver a consistently high-quality client service experience by executing / managing end-to-end service delivery relationship across payments and digital cash management solutions.
• Act as primary service partner for assigned clients, ensuring effective end-to-end service management throughout the client lifecycle.
• Manage service enquiries, issues and client escalations with ownership, urgency and clear accountability, with structured action tracking and disciplined follow-up with internal stakeholders.

Revenue Retention & Client Value

• Maximise client value and support client retention by delivering consistently high-quality service, fostering strong client relationships and maintaining high levels of client satisfaction.
• Improve client satisfaction and strengthen long-term client retention by conducting regular service reviews, using service metrics, client feedback and operational insights to identify improvement opportunities, ensuring delivery against agreed service standards, monitor agreed actions and strengthen the overall client experience.

Client Relationship Management

• Strengthen client relationships by developing a deep understanding of each client’s business model, operating structure and service priorities and cash management needs, enabling tailored engagement and service support.
• Build trusted partnerships with clients through proactive engagement, providing strategic service guidance and maintaining awareness of evolving business requirements.

Client Strategy, Innovation & Digital Enablement

• Accelerate adoption of cash management, payments, channel and self-service solutions by helping clients optimise digital capabilities, improve visibility, reduce manual intervention and enhance operational efficiency.

Risk, Compliance and Governance

• Protect client outcomes by applying Transaction Services risk and governance controls across cash service activity, including complaint handling, data security and service issue resolution.
• Maintain compliance with internal policies, local regulatory requirements and the Group Code of Conduct, ensuring client communications and service actions meet required standards.

Must-have Skills

• Industry Knowledge
• Client Facing
• Client Management
• Cash Management
• Transaction Banking
• Service Excellence

Other Skills

• AI Literacy
• Client Delivery
• Cross-functional Collaboration
• Problem Solving
• Risk Management
• Data Analysis and Interpretation
• Continuous Improvement

Key Experiences

• Experience in Transaction Banking or a comparable financial services environment, with working knowledge of cash management products, payments and client service operating models.
• Demonstrated experience managing client relationships, service delivery, issue resolution and cross-functional stakeholder engagement across the client lifecycle.
• Demonstrable experience of exposure to regulatory, conduct and operational risk requirements relevant to cash client service, including data security and complaints handling.

Languages

• Business English; local market language (if required).