Client Services Team Lead - RMB

Client Service Manager

To advise and guide a team of servicing professionals in providing a superior client service within Client Services. To manage client relationships, resolve escalated issues, ensure operational efficiency and foster a culture of excellence and collaboration in the provision of a client service that exceeds service level expectations.

Act as the primary point of contact for key clients, fostering strong relationships and ensuring exceptional service delivery by the Client Services Team.

Address client queries, concerns, and requests in a timely manner, and resolve all escalated issues efficiently to maintain client satisfaction.

Provide guidance and coaching to Client Services team members to enable delivery according to SLAs.

Oversee the onboarding of clients, and coordinate with internal stakeholders where required to ensure smooth transactions.

Ensure that the onboarding process is well-documented, and that the Clients' documentation is stored appropriately.

Monitor the delivery of client services, considering accuracy, completeness, and adherence to SLA.

Proactively identify and address discrepancies in client service delivery, guiding team members to reach timely resolution.

Communicate regularly with key clients to provide updates across all aspects of service delivery and relevant transactions/events.

Ensure compliance with organizational and service-specific regulations, operations, and internal controls.

Implement risk management strategies to minimize exposure to operational and service-related risk.

Identify opportunities for, and recommend process improvements, particularly regarding automation within the Service space, driving efficiencies and enhancing service delivery.

Maintain internal control standards and address audit points and/or any issues raised by regulators in a timely manner.

Provide the required support to team members in relation to development needs.

Ensure that team individual goals are aligned to organizational goals and deliverables are met.

Promote a culture that enables team engagement and motivated staff.

Bachelor's degree in accounting, finance, banking, or a related field.

5 to 8 years' experience in a similar environment, of which 2 to 3 years ideally at management level

Knowledge of laws and regulations as they apply to banking, company policies, and operations.

Strong leadership and team management skills.

Excellent time management skills and ability to plan and set priorities.

Excellent verbal and written communication skills.

Strong interpersonal skills in dealing with senior management and external stakeholders