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、为OTA行业解决方案产品的用户基础体验负责，关注业务全链路产品方案，具备用户视角，深入洞察用户在行前、行中、行后的用户动线与体验，设计产品方案，为用户提供便捷的产品服务； 2、洞察用户在使用产品过程中的诉求，推动建立细化行业的服务保障机制，设计端到端服务解决方案及服务流程撰写，AI/智能服务的能力应用及部署，为用户提供放心的旅游服务保障； 3、根据旅游业务特点，优化迭代服务方案及体验洞察策略，提升用户体验的同时，能够通过智能服务解决方案，及服务机制促进用户复访复购； 4、主动洞悉NPS/CSAT和用户求助中的用户痛点，关注产品细节，结合用户行为数据、业务指标数据等多维、多视角的分析定位问题根源，持续推动全链路体验痛点的解决和优化。 5、具备服务资源管理及人力培养经验，保障前线客服的服务质量，服务意识，及服务方向匹配业务的需求。 6、具备AI工具落地应用经验，能够通过AI Workflow搭建实现工作流程线上化，理解AI底层逻辑（如Token消耗、智能服务部署成本等），在客服domain有AI项目从0到1的实践经验，并通过AI工具实现个人及团队提效。 1. Own the foundational user experience for OTA industry solution products, focusing on end-to-end product solutions across the travel journey. Adopt a user-centric perspective to deeply understand user behaviors and experiences during pre-trip, during-trip, and post-trip stages. Design product solutions that deliver convenient and seamless services to users. 2. Identify user needs throughout the product usage journey and drive the establishment of refined, industry-specific service assurance mechanisms. Design end-to-end intelligent and human-supported service solutions, and author comprehensive service process documentation to provide users with reliable and trustworthy travel service guarantees. 3. Optimize and iterate service solutions and experience insight strategies based on the unique characteristics of the travel business. Enhance overall user experience while leveraging intelligent service solutions and service mechanisms to drive user return visits and repeat purchases. 4. Proactively identify user pain points from NPS/CSAT feedback and customer support interactions. Pay close attention to product details and conduct multi-dimensional, multi-perspective analysis—integrating user behavior data, business performance metrics, and qualitative insights—to pinpoint root causes of issues. Continuously drive resolution and optimization across the full user journey. 5. Possess experience in service resource management and talent development, ensuring frontline customer service teams maintain high service quality, strong service mindset, and alignment with business goals and direction. 6. Possess hands-on experience in AI tool implementation, with capability to build AI Workflows for process digitization. Understand AI fundamentals and have end-to-end AI project experience in service operations, and demonstrate track record of driving personal and team efficiency through AI tools.
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.