Head of Client Service, ISPL

Position Purpose

Manage a team of client service professionals who are the primary point of contact to respond to clients request for information, service activities and problem resolution across a wide spectrum of TB products covering Cash Management, Loans, Deposits, FX, Accounts and the associated e-Banking channels and platforms.

Ensure that the client service team delivers a high level of client satisfaction which should translate to client loyalty, reduction in risk of client and revenue attrition, and potentially revenue growth. This needs to be achieved while adhering to SOPs, controls and appropriate risk management, and be executed at a reasonable cost level.

Responsibilities

Lead a team of CSR to:

oEnsure a high level of client satisfaction and quality of response when dealing with clients requests.

oDeliver an overall positive client experience and deepen relationship with clients.

oLeverage strong relationships and client satisfaction to enhance client loyalty and promote revenue growth.

oEvolve and expand the scope of the team to continuously support and contribute to the success of the business.

Execute initiatives / processes that will:

oEnhance the team's efficiency and effectiveness in supporting clients and maintaining a high level of client satisfaction.

oSupport the banks objectives and priorities.

Responsible for the team's overall performance through:

oManaging and monitoring the ability to deliver on target KPIs and set objectives and goals.

oEnsuring a sound control environment with satisfactory audit results.

oProvide coaching and mentoring to team members to ensure professional growth and development.

Extensive partnership and stakeholder management through:

oIdentifying, addressing and escalating risks associated with client experience and/or revenue attrition for internal teams to investigate, rectify and improve.

oCollaborating with internal stakeholders that provide support to clients to ensure alignment to clients needs and address any potential issues at the root cause level.

oProactively seeking and sharing market information and opportunities that will be beneficial to Sales, Product and Coverage in addressing client needs and requirements.

Technical & Behavioral Competencies

Technical:

At least 8-10 years of experience leading a client services team

Strong TB product knowledge (Cash Management, Trade, Loans, Deposits, FX, and e-Banking channels)

Good knowledge of project management methodologies

Degree in Finance, Business or Mathematics

Proficient in written and spoken English

Behavioral:

History of achievement in previous leadership roles

Resourceful & receptive to changes

Excellent interpersonal and influencing skills

Excellent analytical and problem solving skills

Specific Qualifications (if required):

People management capability

Skills Referential

BehaviouralSkills: (Please select up to 4 skills)

Organizational skills

Ability to collaborate / Teamwork

Adaptability

Ability to deliver / Results driven

Transversal Skills:(Please select up to 5 skills)

Analytical Ability

Ability to manage a project

Ability to develop others & improve their skills

Ability to manage / facilitate a meeting, seminar, committee, training

Ability to develop and adapt a process

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 10 years

Other/Specific Qualifications(if required)

NA