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

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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.

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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.

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

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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.

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

Client Enablement &

- Process Ownership

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

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Identify, assess and manage operational risk within digital onboarding/training processes,



including issue logging, loss identification (where applicable), and appropriate escalation.

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

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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).

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

Stakeholder Management &

- Collaboration

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

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

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Communicate clearly and confidently with stakeholders at all levels, setting expectations, providing status updates,

and escalating risks early where required.

Teamwork &

- Process Improvement

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

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

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

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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

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

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

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

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

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

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

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

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Continuous-improvement mindset.

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

Preferred / advantageous

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

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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