Director - Payment Operations

SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG's shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.

In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization's extensive global network.

The anticipated salary range for this role is between $161,000.00 and $190,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

Role Description

Act as the primary point of contact for internal colleagues and external clients over telephone and via email regarding customer transaction processing. Strong understanding of wire transfer, ACH and SWIFT payment processing. Detailed understanding of payment platforms, relevant data formats including ISO20022, SWIFT messages, relevant governing rules and regulations. Analyze customer account information, provide customer service regarding balances, transactions, and inquiries. Role is to oversee the daily operations of the department workflows and communicate related information and priorities to team members. Understanding of banking and compliance regulations related to wire transfers and ACH.

Generate reports on wire transfer activity, transaction volumes and performance metrics for management review.

Role Objectives: Delivery

1. Act as the primary point of contact for internal colleagues and external clients over telephone and via email.
2. Ensure all daily processing is completed for ACH, wires and customer inquiries by required deadlines while maintaining expected quality levels.
3. Implement and enforce internal controls to mitigate risks associated with transaction processing.
4. Act as a point of escalation for complex inquiries or issues related to wire transfers.
5. Cooperate with related support teams and front office teams to ensure a collaborative work environment.
6. Address issues to ensure customer satisfaction.

Role Objectives: Interpersonal

1. Resolve client inquiries by asking questions, identifying issue causes and determining optimal solutions.
2. Ability to develop and coach team members with proven ability to achieve results.
3. Display resilience and patience in managing challenging customer calls remaining positive and resolution focused.
4. Strong decision-making skills and effective communication skills and relevant operational experience.
5. Assist with training the team with new functions.
6. Detailed, oriented with a focus on accuracy and quality.
7. Ability to work independently prioritize tasks and manage deadlines in a fast-paced environment.

Role Objectives: Expertise

1. Use outstanding verbal and written communication skills to interface with clients on the phone as well as through electronic mail, keeping messaging clear and concise.
2. Demonstrate an easy facility with service platforms, understanding the full functionality and uses.
3. Display a solid understanding of bank policies and controls, and the various regulatory procedures and a solid knowledge of the banking products and services.

Qualifications and Skills

Recommended years of experience: 10

Additional Requirements

D&I Commitment: Responsible for fostering a culture of diversity and inclusion, holding leaders accountable for creating an inclusive environment through awareness and practice of equity in recruiting, developing, and promoting diverse talent.

SMBC's employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA-registered roles for which in-office attendance for the entire workweek is required.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. SMBC provides reasonable accommodations for employees and applicants with disabilities consistent with applicable law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.