蚂蚁金服蚂蚁国际-Global Business Service & Support-KA Account Manager
任职要求
Experience： – Experience in an Internet company, financial institution or transaction processor is preferred. – Experience in customer relationship management is a must; – Customer communication experience (face to face , email & phone) Knowledge, Skills, and Abilities： – Fluent English, Mandarin & Cantonese communication, with adequate Chinese reading and writing; global working experience is preferred; – Ability to communicate effectively via telephone, email and face to face by utilizing active listening and clearly speaking to the customer; – Ability to make discretionary decisions based on research independently. Performs a variety of tasks. A certain degree of creativity and latitude required; – Ability to handle tough contacts an…
工作职责
Roles & Responsibilities: 1. The KA Account Manager position is a fundamental component of the merchant service team, serving a portfolio of large and strategically important merchants and partners in each market (Mainly focusing on Greater China region). 2. The role provides account management support in two capacities: as the primary contact for an assigned portfolio of large merchants and partners, as one of key members of a cross functional account team that includes Business Development, Marketing, Technical Support, Risk Management, AML, Legal, Customer Funds and Finance whose focus is to retain, manage and grow key account relationships. 3.The KA Account Manager is the lead point of contact for all service aspects of the merchant processing relationship during the contract life, ensuring a smooth transition from onboarding through to the activity phase. 4.The position is the focal point for information and communication with the merchants and partners on critical operational issues including risk and compliance management. Specific Duties： - Maintain a specific number of accounts as required, deliver quality merchant support service to the account portfolio, meet specific customer satisfaction requirements while continuously driving the healthiness of the account portfolio； - Be available to answer all email, phone, and voice mail inquiries from your account base, and provide one-stop solution to address their needs, including difficult contacts and complaints； - Provide accurate solutions and proper education to merchants regarding products, processes and compliance requirements； - Work closely with related teams or counterparts to resolve merchants’ issue and follow up with responsible parties until they are resolved； - Make outbound contacts to merchants whenever there are outstanding issues in the account, and give merchants proper guidance to improve the process and conduct authenticity investigation based on regulation requirement； - Provide feedback to related teams on customers’ voice timely and proactively work on the solutions； - Summarize the trend based on merchants’ voices; identify the valuable feedback and urgent issues to escalate to higher leadership team； - Keep monthly contact with merchants and maintain business relationships; - Regularly update customer relationship management database; - Insights study and analysis for each market to address challenges and opportunities.
CDD/KYC Execution & Governance ● Lead End-to-End CDD/KYC Processes: Oversee the comprehensive Customer Due Diligence (CDD) and Know Your Customer (KYC) processes for merchants and clients, ensuring strict adherence to Financial Action Task Force (FATF) standards and local Anti-Money Laundering (AML) and Counter-Terrorist Financing (CFT) regulations. ● Dynamic Customer Risk Profiling: Conduct thorough risk assessments, including detailed entity structure analysis, Ultimate Beneficial Owner verification, and validation of key documents such as certificates of incorporation and proof of ownership. ● Compliance Documentation and Remediation: Proactively identify and address gaps in compliance documentation, driving remediation actions to maintain audit-ready records. Process Innovation & Cross-functional Collaboration ● Collaborative Workflow Redesign: Partner with cross-functional teams, including Risk and Product, to redesign CDD/KYC workflows using data-driven insights, thereby resolving bottlenecks and enhancing approval rates. ● Process Automation Initiatives: Champion the implementation of process automation to reduce manual workload and improve operational efficiency. ● Training and Development: Design and deliver targeted training programs for frontline teams on emerging regulatory requirements and risk escalation protocols. Proactive Risk Intelligence & Strategic Advisory ● Risk Monitoring and Analysis: Continuously monitor daily operations to detect emerging risk patterns, initiating deep-dive reviews for high-risk segments. ● Predictive Analytics and Reporting: Develop predictive dashboards to inform management decisions, providing actionable recommendations to mitigate operational vulnerabilities.
1. Based on the development of global business or merchant service experience, collect and analyze training needs, establish a talent competency model; be able to establish a complete system for internal trainer selection, training, course planning, talent incentive mechanism, develop training strategies that meet the team development, build a training system for various types of employees, and establish a reasonable and effective training effectiveness tracking mechanism. Continuously optimize and refine according to job function requirements and feedback, and quickly iterate/develop courses. 2. Based on the talent needs and capacity building requirements of the global network team, design training programs, sort out training needs, improve training courses, establish online and offline training mechanisms, execute pre-job and on-the-job empowerment training, ensuring that the training empowerment content is effectively implemented in various resource teams while continuously improving training effectiveness. 3. Regularly conduct training needs surveys for various resources, conduct training needs surveys and analysis, analyze and output training data results, track training effectiveness feedback, and manage the training process organization and training effectiveness evaluation. 4. Fully explore and integrate internal and external resources of the company, comprehensively use training tools and methodsto establish a global training network system, maximizing coverage and depth of training impact. Proactively identify and analyze training needs, engage in the planning, implementation, and effect evaluation follow-up of training projects with a deep understanding of the business.
Job Description Position: Responsible for the implementation of the company's local immigration and visa service strategy, including formulating regional visa service strategies; the designer of regional/national visa solutions, the point of contact of local government relationships, and the person in charge of the operation of regional/national visa service centers, service delivery quality monitoring, and capability enhancement, accountable for the visa issuance results in the region/nation. Job Responsibilities: 1. Responsible for policy insight and planning within the jurisdiction: Analyze the external environment, internal business development strategies, and talent mobility needs in the region, design visa service solutions within the region, ensure visa issuance rates, and improve visa issuance efficiency; 2. Undertake the construction of regional visa customer relationship planning, work strategies, and implementation execution, continuously optimize external visa channels and processing environments, promote organizational goal achievement, and support key events; 3. Responsible for the operation management of regional visa services, strengthen operational quality and knowledge management, enhance regional visa service quality and compliance; 4. Responsible for the cooperation and management of regional vendors; 5. Assist the management team in formulating global visa business strategies and cross-regional project assurance coordination; 6. Manage the delivery of regional visa service business within the region, including but not limited to customer relationships, service process enhancement, personnel empowerment, visa quota applications, system requirement analysis and upgrade, and development of internal control process.
Siemens Global Business Services（GBS） is engaged in providing innovative, designed, improved and efficient services in Accounting & Finance, Human Resource and Supply Chain Management areas. In shared service market, we have rich and professional technical background. We can provide high quality tailor-made value added services to our customers. Our services also cover E2E digital solutions and other professional services. Currently we have more than 480 employees, mainly located in Beijing, Shanghai and Suzhou, serving around 110 customers. GBS is not only a service provider, but also customers’ partner of choice. You’ll make an impact by： • 订单和项目管理及商业运营卓越——出口订单 • 确保高质量的订单处理，订单录入、WBS维护、收入确认、账单、发票、发货及业务线一致性等所有商务运营工作零错误。 • 主动监控项目成本/收入/计划成本异常变化，协同项目经理（PM）和订单管理（OPC）解决偏差并执行纠正措施。 • 确保所有项目相关商务问题都得到良好处理，监控和管控。 • 及时上报有风险的话题，如业务线变更、行业逻辑变更、报价变更等。 • 断路器关联公司出口报价 • 通过验证商务因素（差旅、材料成本、服务成本等）并与项目范围一致，提供准确、高效的报价。 • 确保报价由相应管理层根据签字权限审核和批准。 • 数据分析与报告 • 输出高质量的项目成本分析报告，为决策提供可行性建议。 • 识别异常毛利项目，进行根本原因分析，并推动与PM/OPC团队解决。 • 管理与治理 • 高质量得保证每月AR对账金额、客户信息、项目信息、到期日等且数据准确 • 对公司层面AR状态、重大变动以及后续措施做到高度透明和充分分析，并及时提供管理层汇总报告 • 完成年度第三方客户应收账款对账工作以及SI集团或FAC要求的其他工作，保证及时性和准确性。 • 及时跟进关键AR问题，与SBA协作寻找解决方案并在必要时向上级汇报。 • 内部控制治理 • 作为内部控制协调人，集中协调相关部门，完成全年持续的内部控制活动。 • 及时且有效地执行和维护内部控制流程 • 在财年期间监控和验证内部控制活动 • 根据风险因素，对其职责范围内的实体进行内部验证 • 临时任务 • 主动、及时、高质量完成直属经理分配的临时任务 • 高积极性、成长型思维和良好协作 • 主动学习CPM相关财务、项目管理、项目控制等内容 • 积极学习和掌握数字化知识，如Power BI、Qlik、KNIME、Python等并且应用在现在的工作中；完成公司每年45小时学习目标 • 非常积极、乐于接受管理层分配的临时任务 • 结果导向，合理安排任务优先级，及时给经理答复和反馈 • 与团队及跨团队协作顺畅，知识共享和备份