Relationship Manager (Bank Partners)

SUMMARY OF RESPONSIBILITIES

This role will be responsible for working closely with the Senior Director, Commercial in executing the market strategy with key bank partner(s), driving profitable revenue growth & identifying opportunities to expand PayNet solutions and services.

Responsible for setting account management plans & sales strategies in relation to the key bank partner account(s) that are aligned with corporate scorecard KPIs for achieving sales goals, driving market share, volume and revenue growth.

Leads and manages customer relationships at multiple levels and across different business lines & works to identify opportunities & partner needs, as well as to seek support to enable new PayNet products and services.

KEY AREAS OF RESPONSIBILITIES

Relationship Management:

• Develops & expands relationship with working & senior level stakeholders of the key bank partner(s). Responsible for complex negotiations & works with key bank partner(s) on the execution process; delivers on commitments of agreed initiatives, including enablement of new PayNet product/service.
• Proactively promote PayNet products/services amongst key bank partner(s)

Solution Selling:

• Understanding the key bank partner's unique business requirements, co-develop & offering tailored solutions that optimize customer satisfaction, as well as meeting the partner’s expansion & growth strategies.

Account Management:

• Develops & implements business plans including business development, marketing, product management & R&D, where relevant. Working closely with the key bank partner(s) to establish, execute & report progress of the committed business plans.

QUALIFICATION & EXPERIENCE

Minimum Qualifications

• Minimum bachelor’s degree in finance, accounting, business administration, or any related field.
• Minimum 8 years working experience in payments industry, including with international card schemes
• Strong interpersonal and communication skills (both verbal and written) in English, Bahasa Malaysia, and other languages
• Expert computer literacy skills – Microsoft Word, Excel, PowerPoint, PowerBI

Additional Requirements

• Prospecting and closing skills, solution selling and presentation Skills, and Professionalism
• Demonstrate exceptional competencies such as teamwork, creative problem-solving, flexibility, results-driven, interpersonal, and negotiation skills
• Energetic, highly adaptable and independent person with excellent organizational skill
• High level of attention to detail and accuracy

Functional Competencies

Product & Market Knowledge

• Displays a comprehensive understanding of PayNet's products or services, including their unique selling points and competitive advantages.
• Exhibits extensive knowledge of the target market, including customer needs, pain points, and buying behaviors.
• Able to effectively communicate the value of the products or services to different customer segments.
• Able to conduct thorough competitive analysis, identifies market opportunities, and contributes to strategic decision-making.

Problem Solving & Solutioning (including analytics skills)

• Demonstrates a high level of analytical thinking and problem-solving ability.
• Able to effectively identify and analyze complex problems, considering multiple perspectives and potential solutions.
• Utilizes a range of problem-solving techniques and tools to generate innovative and practical solutions.
• Applies analytics skills to gather, analyze, and interpret data with a high degree of accuracy and relevance.
• Makes informed decisions based on data-driven insights and critical reasoning.

Project Management

• Demonstrates proficiency in all aspects of project management.
• Effectively manages complex projects with multiple stakeholders and dependencies.
• Balances competing priorities and makes informed decisions.
• Applies advanced project management techniques to optimize project outcomes.
• Manages project teams, assigns responsibilities, and motivates team members

Business Development

• Extensive knowledge of business development principles and strategies.
• Eroficient in conducting comprehensive market research and analysis.
• Strong relationship building and networking skills.
• Demonstrates expertise in sales and negotiation, closing deals, and building partnerships.
• Able to independently develop and execute business development plans.
• Experienced in project management and coordinating cross-functional teams.
• Able to evaluate financial viability and risks associated with potential opportunities.

Stakeholder Management

• Conducts comprehensive stakeholder analysis, considering the potential impact and risks associated with each stakeholder.
• Develops and implements proactive stakeholder engagement strategies.
• Builds strong and collaborative relationships with stakeholders, fostering trust and mutual understanding.
• Effectively negotiates and manages competing interests among stakeholders.
• Proactively addresses stakeholder concerns and incorporates their feedback into decision-making processes.

Change Management

• Demonstrates a high level of proficiency in change management practices.
• Leads change initiatives and develops comprehensive change management plans.
• Actively engages with stakeholders, addresses resistance, and builds support for change.
• Provides guidance and coaching to others involved in the change process.

Relationship Management (including Protocol)

• Exhibits a strong understanding of professional etiquette and protocol and consistently applies them in various contexts.
• Displays a high level of cultural sensitivity and adjusts behavior effectively when interacting with individuals from diverse backgrounds.
• Communicates confidently and effectively, adapting communication style effortlessly to different audiences.
• Proactively builds and maintains professional relationships, demonstrating trustworthiness and reliability.
• Effectively manages conflicts, seeking win-win solutions and maintaining relationships even in challenging situations.

Collaboration & Opportunity Navigator

• Exhibits a high level of skill in collaborating with diverse teams and individuals.
• Facilitates collaboration by encouraging open communication, active listening, and constructive feedback.
• Proactively identifies and pursues opportunities for growth, innovation, and improvement.
• Shows the ability to navigate complex environments and adapt strategies to changing circumstances.

Impactful Communication & Influencing Skills

• Displays exceptional verbal and written communication skills.
• Employs advanced persuasion techniques to influence and negotiate successfully.
• Excels at active listening, demonstrating empathy and understanding.
• Adapts communication style to build rapport and establish connections.
• Effectively delivers presentations and speeches with confidence and impact.
• Anticipates and addresses potential objections or resistance.

Personal Professional Branding & Positioning

• Well established personal brand that aligns with career goals and values
• Consistently showcase expertise and thought leadership through various channels such as socmed, speaking engagements and published works
• Actively seek opportunities to differentiate themselves from others in their fields and effectively position themselves as industry leaders.

Analytics & Reporting

• Monitor the performance of transaction volume and value through periodical analysis submission by Participants for reporting to Management to ensure achievement of the target stipulated in the business plan.
• Prepare and draft relevant reports to the Management, Board of Directors and Participants on periodical basis
• Possess knowledge of relevant data sources and systems.
• Analyse data to identify potential trends and issues (e.g. overall transaction volume & value).
• Propose recommendations and takes necessary actions (e.g. process improvements) to address organisational challenges (e.g. declined transactions)