Department: Global Transaction Banking Division Americas

Function: Client Experience - Customer Support

General Department Description

Global Transaction Banking Division Americas provides transaction banking solutions across payments and collections, cash and liquidity management, trade finance, supply chain finance, commercial card, receivables finance, and related treasury capabilities. The division serves corporate clients across the Americas and works closely with Coverage, Product, Technology, Operations, Risk, and Mizuho's global network.

Summary

The Vice President, Customer Support Team Lead leads the Customer Support team and day-to-day technical and operational support for clients using transaction banking products and online channels. The role manages service delivery, client training, inquiry and escalation handling, incident coordination, reporting, controls, workload distribution, and continuous improvement, partnering across Client Experience, Product, Operations, Technology, Sales, Risk, and other stakeholders to deliver timely and consistent client outcomes.

Principal Duties and Responsibilities

• Service leadership: Manage inquiry volumes, open cases, training requests, escalations, recurring issues, workload allocation, and service delivery against agreed standards.
• Client support and training: Oversee accurate and timely support, demonstrations, onboarding assistance, and client communications for applicable online channels and services.
• Incident and escalation management: Lead coordination during service disruptions, operational incidents, suspected fraud matters, and complex client issues; ensure clear status, action, and resolution communications.
• Reporting and improvement: Monitor case aging, response quality, recurring issues, and client reports; sponsor root-cause analysis, standardization, automation, and service-improvement actions.
• Risk and controls: Maintain effective procedures, evidence, access-administration controls, records, escalation protocols, and timely remediation of identified issues.
• Team leadership: Set priorities and individual objectives, coach team members, review quality, manage capacity, and support performance and development discussions.

Qualifications

• Education: Bachelor's degree or equivalent relevant education required.
• Professional Experience: At least seven years of relevant transaction banking client service, treasury services, cash management operations, implementation, onboarding, or related financial-services experience, including demonstrated team leadership.
• Product Knowledge: Strong working knowledge across transaction banking products, including cash management, payments, collections, liquidity, deposits, trade finance, commercial card, digital channels, account services, and client onboarding
• Leadership: Demonstrated experience managing client-service professionals, allocating work, coaching team members, and handling complex corporate-client escalations.
• Skills: Strong client communication, judgment, prioritization, analytical, problem-solving, conflict-resolution, and cross-functional coordination skills.
• Technology: Proficiency in Microsoft 365 and familiarity with service, case-management, reporting, and channel-support tools.
• Language: English and Japanese required.
• Travel: Ability to travel as required based on client, business, and stakeholder needs.

Preferred Qualifications

Experience supporting large corporate or multinational clients; experience with client-service or case-management technology, digital-channel administration, payment investigations, process improvement, or user acceptance testing; and a relevant treasury or payments certification.

Work Location

This role is based in New York, NY. Work arrangement expectations will be determined in accordance with applicable policies and business needs

The expected base salary ranges from $110,000 - $160,000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications and licenses obtained. Market and organizational factors are also considered. In addition to salary and a generous employee benefits package, including Medical, Dental and 401K plans, successful candidates are also eligible to receive a discretionary bonus.