Jaruvan Chanpawat
20 Years Of Service In Cash Management, Project Lead And Customer Service Team Head
Bangkok
Summary
Dynamic Customer Service Team Head with over 15 years of experience in the Transaction Banking Division, specializing in leading, training, and developing high-performing teams while promoting a 'Single Point of Contact' service model. Proven track record in managing customer setup teams to ensure timely and successful service package implementation, with a strong focus on client portfolio analysis to deliver tailored solutions for large and multinational corporate clients. Expertise in cash management and trade services consistently results in record-high customer satisfaction ratings and effective cross-selling strategies. A commitment to proactive consultative skills has established a reputation for excellence in customer service, particularly among Platinum clients.
Overview
31
31
years of professional experience
Work History
FVP Corporate Services, Transaction Banking Division
Krungthai Bank PLC.
05.2020 - 10.2025
- Actively lead team to serve Key Clients i.e. CP Group, Siam Piwat Group, The Comptroller General's Department, National Health Security Office, Department of Highway, Court of Justice and etc. To take special care of their important transactions such as Suppliers Payments, Government Welfares, Government Transfers, Country Allowances, etc.
- Conduct Non-Voice Service Channel Support Team to handle Key Clients of Special Platforms to be in-lined with Country and Government Projects i.e. Health Platform (Covid-19 Vaccine, ATK Disbursement, Health Promotion & Disease Prevention, etc.), ARMY, Court of Justice (e-Filing), e-VRT Platform (VAT Return for Tourist)
- Lead team to implement and successfully Live new Non-Voice Service Channel - WEB CHAT to handle all clients using Krungthai Corporate On-Line (Biz Growing) on targeted Live Date.
- Improve service standard of staffs in Corporate Contact Centre to comply with Key Client's requirements and Government Projects. Pro-actively lead as monthly workshop to conduct Team Dashboard & Cases Analysis to be resulted in Improved Service Level, Stream-lined Process and Enhanced Skill of Staffs.
VP Head of Synergy Promotion, Corporate Banking, JPC/MNC Segment
Bank of Ayudhya, KSPT (a member of MUFG)
11.2015 - 03.2020
- Have core function of promoting Krungsri Products and Systems to Japanese Corporate Segment. This is to increase market knowledge of Krungsri' s Local Products & System of among Japanese Corporates.
- Lead Payroll Project and Retail & Cash Management Initiative (Explore Business Flow & Create Pipeline) with Japanese RM/Marketer to increase Krungsri Market Share and promote Krungsri Capacity among Japanese Corporate.
- Pro-actively be consultant to Thai and Japanese RM/Marketers for promoting National e-Payment Projects and other local products and systems e.g. Promptpay, e-Wallet & QR Payment, etc.
- Conduct training to Thai Relationship Officer to have understanding of Krungsri Position after integration by focusing on 'Strong Point' of Global Network of MUFG and Local Network of Krungsri.
- Pro-actively be role-model of 'Synergy Promotion' as a key coordinator/combination of both Krungsri and Bank of TokyoMitsubishi system in terms of proposing proper system to clients and provide support to Japanese & Thai RM/Marketer.
VP Head of Customer Service Team Head, Transactional Banking Division
Bank of Ayudhya, Head Office (a member of MUFG)
12.2012 - 11.2015
- Fully contribute and manage to set-up Customer Service Team for Transaction Banking Group, including Cash Management, Trade Services and Supply Chain with key tasks of Handling Client's enquiries and Setting up Client's Master Profile of Internet Banking System by conducting KPI, Measurement and JD to team.
- Lead and promote team to increase of being 'Single Point of Contact' and 'After-Sales Service' and result in increase of calls/enquiries with evidence from Team Issue Log/IVR CMS Report System.
- Actively analyze Calls/Logs Volume, Top key Issues, Abandon Call and Silent Observer and consistently initiate constructive Improvement Plan to Customer Service Agents and to relevant teams. Actively, analyze services set-up turn-around time and propose streamline-process with related teams i.e. Implementation Team, Product Team and Operation Team.
- Put pro-actively effort to conduct 'Contingency Plan' and 'Migration Plan', highlight client's requirement with all stakeholders from various units and result in agreed/valid plan/role & responsibility.
- Improve bank's market positioning of 'Krungsri Customer Service' and 'Krungsri Biz Phone' by initiating Marketing Material, Marketing Plan and Customer Service Survey.
- Act as deal-team with Sales and RM to show commitment in Strategic Deal and Key Client's meeting.
- Plan to launch Platinum Desk to support Key Revenue Generator and Customized Desk to support Complicate Clients to secure wallet share/fee & float income.
- Ensure an effective Risk Management Process is in place to reduce/eliminate operational risk losses and to protect bank from reputation losses.
VP Sales, Team Head, Large Corporate Team 2
Siam Commercial Bank, Head Office
12.2011 - 09.2012
- Responsible for key clients; CP Group, Telecom (i.e. AIS, Dtac and True), Mitr Phol Group, Thai Union Frozen, etc.
- Lead team to do Account Plan and present to all stakeholders; Sales Head and RM, to having agreed strategies and game plan.
- Handle for bidding deal i.e. Liquidity Management System to Mitr Phol Group, Payment and Collection Services to CP Group, Bill Placement and Supplier Financing to Mitr Phol Group, etc.
- Consistently monitor revenue portfolio against target and initiate pipeline to ensure target achievement.
- Actively provide continuous high-level service support and pro-actively propose integrated solution to client.
- Lead team to do Wallet Sizing Analysis and study Supply Chain of client to increase Market Share.
AVP Client Service, Payment and Cash Management (PCM)
HSBC, Thailand
01.2005 - 01.2011
- Advanced to increasingly responsible positions and accomplishing in management role with oversight for sub-team of Thailand Client Service Centre (TCSC).
- Actively propose and apply Relationship Management Model to broaden and deepen relationship with Top-Tier client in Global and Commercial Banking.
- Promote TCSC and PCM Service especialy Team Values, Brand and Position to be 'Single Point of Contact'.
- Pro-actively study and understand client thoroughly i.e. nature of business, sources of revenues, share of wallet and their requirement to implement efficient Call and Visit Plan.
- Consistently monitor, tracking and secure revenue, transaction volume and value of Portfolio and able to implement proper/immediate action if there is decrease portion.
- Able to identify cross-selling/selling opportunities, make presentation and work with all stakeholders i.e. Client Implementation, Product Management, Sales and Relationship Manager to increase share of wallet.
- Involve in development and deployment Management System and MIS to be the efficient tools for monitoring and analyzing Portfolio.
- Responsible for key clients; SCG Chemicals Group, Sony Group, WPP Group (i.e. Ogilvy & Mather, Mindshare, DYR, etc.), Sansiri Group, Metropolitan Waterworks Authority, Cal-Comp., Zuellig Pharma, etc.
Associate Relationship Manager, Financial Institution Group
American Express Bank, Thailand
01.2003 - 01.2005
Customer Service Manager, Financial Institution Group
Bank of New York, Thailand
01.2002 - 01.2003
- Attend seminar and training in Chennai, India and Frankfurt, Germany to have in-depth knowledge about USD and EUR Clearing.
- Provide seminar, training and consulting of new EUR currency Transferring to key clients; Kasikorn Bank, Siam Commercial Bank and Bank of Ayudhya, etc.
- Consistently monitor, tracking revenue, transaction volume and value of Portfolio and able to implement efficient call and visit plan.
- Initiate marketing plan to increase volume and improve of client's guideline.
- Pro-actively differentiate myself by applying consultative skill and able to increase Market Share of USD Transferring and be Market Leader of EUR Transferring.
Import and Export Officer, Trade Services
HSBC, Thailand
01.1995 - 01.2002
- Responsible for Checking document i.e. Bill of Collection, Export Bill and Opening L/C.
- Handle for International Transferring with maturity report to ensure that client's payment is made on due.
- Responsible for all related inquiries with applying consultative skill to facilitate transferring fund and tracing up payment for client.
- Responsible for key clients; Thai Union Frozen, Cal-Comp, Berli Jucker, Indo-Rama Group. etc.
Education
Marketing Major
Assumption University
01.1994
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Assumption Commercial College
01.1990
Skills
- Role Model of Synergy Promotion
- Setting up Customer Service Team
- Customer Service Management
- Client Service Review Presentation
- Key combination during integration
- Customer Satisfaction Enhancement
- Client and Revenue Retention
- Consultative Skill
- Project Lead & Coordinator
- Client Portfolio Analysis
- Difficult Client Handling
- Training and Sharing
Timeline
FVP Corporate Services, Transaction Banking Division
Krungthai Bank PLC.
05.2020 - 10.2025
VP Head of Synergy Promotion, Corporate Banking, JPC/MNC Segment
Bank of Ayudhya, KSPT (a member of MUFG)
11.2015 - 03.2020
VP Head of Customer Service Team Head, Transactional Banking Division
Bank of Ayudhya, Head Office (a member of MUFG)
12.2012 - 11.2015
VP Sales, Team Head, Large Corporate Team 2
Siam Commercial Bank, Head Office
12.2011 - 09.2012
AVP Client Service, Payment and Cash Management (PCM)
HSBC, Thailand
01.2005 - 01.2011
Associate Relationship Manager, Financial Institution Group
American Express Bank, Thailand
01.2003 - 01.2005
Customer Service Manager, Financial Institution Group
Bank of New York, Thailand
01.2002 - 01.2003
Import and Export Officer, Trade Services
HSBC, Thailand
01.1995 - 01.2002
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Assumption Commercial College
Marketing Major
Assumption University