Client Support Senior Analyst - Japanese Speaker

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About The Role

Handling incoming client calls and client queries via web portal and emails in both Japanese and English, provide client resolution or identifying and setting client expectation for follow-up during the initial client calls.
Accountable for analyzing, tracking, and communicating updates and resolution to clients in a timely manner and within the query management expectations across both ITP and SIFMU supported services.
Prioritize and follow escalation procedure on critical service disruption issue and maintain accurate case management information and categorization.
Pro-actively monitor and provide timely response to clients by coordinate and collaborating with various internal teams: Product Management, Relationship Management, Technology, Application Development, Business Management, Risk Management, Legal and Compliance, Onboarding, and User Acceptance Testing teams.
Coordinate and distribute client notifications with relevant business and management approval to inform of system downtimes, service disruptions or proactive client outreach.
Participate proactively in team meetings, identify and suggest process improvements that increase organizational efficiency and maximizes client experience. Identify training needs and facilitate training delivery, including supporting knowledge sharing across ITP and SIFMU supported services.
Maintain an unrelenting focus on meeting the needs/requests of our clients, including responding to client inquiries timely and accurately (in line with departmental benchmarks/metrics), and in resolving and/or escalating problems promptly while striving to provide First Call Resolution.
Actively engage and improve knowledge database using Knowledge Centered Service (KCS) by creating and/or modifying knowledge articles in support of ITP and SIFMU products and services.
Participate actively in Major Incident Management representing the Client Support team, identify client impact issues and provide resolution/recommendations, including communicating impact and updates to Japanese-speaking clients when required.
Lead project implementation and support internal functional testing for new releases impacting clients across ITP and SIFMU platforms and services.
Adhere to Client Support procedures and identify process and procedural gaps and update where necessary.
Align risk and control processes into day-to-day responsibilities to monitor and mitigate risk; escalates appropriately.
Leverage dual certification across ITP and SIFMU s to provide operational flexibility, business continuity support, and dedicated bilingual coverage for APAC clients requiring Japanese and English language assistance.