Manager - Client Service

Deliver a positive client experience and deepen client relationships through continuous client care, whilst being aligned to the banks objectives of ensuring efficiency and adhering to SOPs and controls.

Support the Head of Client Service ISPL in the management of the team by ensuring the team adheres to SOPs, controls and appropriate risk management guidelines.

Provide mentorship and guidance to Client Service Representatives, including hands-on training, supporting complex cases, career development, and individual performance management

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.

Is responsible for full and satisfactory resolution of all client requests. To achieve this, he/she will need to:

o Closely coordinate with internal stakeholders to obtain the relevant information in order to provide a comprehensive response to a clients service request in a timely, accurate and client friendly manner.

o Further, investigate and identify the underlying root cause where appropriate.

In addition, he/she may be required to perform additional tasks to support the business, such as:

o Proactively reach out to the client in support of non-commercial bank initiatives / events and handle communications that are sensitive or complex in nature.

o Provide support and undertake ad hoc projects as assigned.

Supports the Head of Client Service in the daily management of the team:

o Executes initiatives to enhance the teams efficiency and effectiveness

o Ensures a sound control environment with satisfactory audit results

o Manages and monitors the ability to deliver on target KPIs

o Manage and monitor individual team members KPIs and overall performance

o Promote and maintain team morale to reduce attrition and retain talent and experience

Technical:

Minimum 7 years of client service experience, of which at least 3-5 years in a team leadership role

Experience in the Financial Services industry, preferably in Commercial / Corporate banking

Preferably knowledge of TB products (Cash Management, Trade, Loans, Deposits, FX, and e-Banking channels)

Comfortable with technology and MS office tools

Project and problem management

Must be fluent in written and spoken English

Behavioral:

Good aptitude to learn

Enjoys the client interaction with excellent interpersonal skills

Resourceful and able to resolve problems

Meticulous and responsible

Client-focused

Constructive and supportive leadership

People management capability

Skills Referential

Behavioural Skills: (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 anticipate business / strategic evolution

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 7 years