Client Implementation and Integration Officer Digital Channels

Role purpose (overall high-level summary of the role)
Working closely with GTS Product, Sales, Relationship Managers, and Implementation Managers, the role will help deliver agreed business objectives, support revenue growth and ensure a standardised onboarding and enablement approach across regions.
Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal environment control, etc.)
Customer Experience & Service Delivery

Proactively engage clients to deliver end-to-end channel enablement, including structured onboarding, training and adoption support aligned to the client journey and needs. Drive and increase channel adoption and usage through enablement and training.

Deliver high-quality, professional customer training on Trade Digital Channels (via Zoom/ Virtual sessions, telephone and written guidance), ensuring clients can use features confidently and correctly, tailored to their needs.

Provide timely, accurate and customer-friendly resolution of client queries, including troubleshooting, guidance and follow-up to closure.

Take end-to-end ownership of the customer journey for assigned clients, tailoring support and solutions to improve adoption of digital channels, reduce friction and strengthen relationships.

Collaborate with Sales, RMs/ BDMs, Product and Implementation teams to deliver channel demonstrations that support client engagement and sales progression.
Client Enablement & Process Ownership

Lead and deliver onboarding and enablement activity (including channel documentation) within agreed SLAs, driving strong client outcomes and positive survey feedback.

Identify,



assess and manage operational risk within digital onboarding/training processes, including issue logging, loss identification (where applicable), and appropriate escalation.

Own and maintain process documentation and reporting, ensuring materials are reviewed, updated and approved (where required) and remain fit for purpose.

Protect client and bank information by handling documents, devices, files and confidential matters in line with policy and local regulatory requirements (including Treating Customers Fairly where applicable).

Adopt digital capability and automation where available to improve service quality, speed and efficiency, without compromising control standards.
Stakeholder Management & Collaboration

Co-ordinate across global and regional stakeholders to plan training/demos, align messaging, and ensure a consistent client experience across geographies.

Translate client feedback and recurring issues into actionable insights for Product, Operations and Implementation to improve channel usability, documentation and processes.

Communicate clearly and confidently with stakeholders at all levels, setting expectations, providing status updates,
and escalating risks early where required.
Teamwork & Process Improvement

Identify opportunities to streamline processes, remove duplication, strengthen client experience and support commercial outcomes (including adoption and revenue growth).





Serve as an escalation point for complex Client Implementation issues, ensuring clear communication, structured problem-solving and timely resolution.

Act as a role model for company Values and behaviours, creating a collaborative, inclusive setting and supporting colleagues to deliver excellent client service.

Lead and inspire others to perform at their best in a responsible and sustainable way, keeping the customer at the centre of decisions.
Functional knowledge, skills and experience

Strong written and verbal communication skills, with proven ability to deliver clear, engaging customer training and demonstrations.

Excellent customer service mindset, and ability to explain complex topics in simple terms.

Strong stakeholder management and collaboration skills, building relationships across functions, seniority levels and geographies.

Strong planning and organisational skills, with the ability to manage multiple client engagements and deliver SLAs.

Ability to make appropriate, timely decisions and work accurately under pressure, using a 'right first time' approach.

Data driven and the ability to interpret and use service / adoption data to improve client experience and prioritise effort.

Ability to work effectively across cultures and within diverse teams, adapting style to the audience.

Continuous-improvement mindset.

Confident using Microsoft Outlook, Zoom, Word, Excel and other relevant banking platforms / tools.
Preferred / advantageous

Experience in client onboarding, implementation or client training (trade or transaction banking preferred).

Knowledge of Digital Channels and/or Trade Solutions (e.g. traditional trade, receivables finance, supply chain finance).

📌 Client Implementation and Integration Officer – Digital Channels (Bengaluru)
🏢 Arminus
📍 Bengaluru