NA Financial Institutions Group (FIG) - Banks Segment - Client Service Lead

Join our dynamic team as a Client Service Lead where you will play a pivotal role in managing and developing a team of Client Service Account Managers.

As a Client Service Lead in the North America Financial Institutions Group (FIG) - Banks Segment you will manage a team dedicated to providing exceptional client-facing support. You will act as a primary contact building partnerships to understand client needs and ensuring service excellence. Your role will involve coordinating internally to monitor relationship health and advocate for client satisfaction.

Job Responsibilities:

• Manage and develop a team of Client Service Account Managers (CSAM) through hiring training and coaching.
• Navigate the organization to achieve outcomes for clients and stakeholders.
• Conduct weekly staff meetings and quarterly check-ins with GCB/Payments Sales partners.
• Act as a customer advocate to enhance service quality across product and operational areas.
• Maintain direct client relationships resolve issues and monitor client SLAs.
• Track client requests in real-time and improve case data quality.
• Analyze client data to identify trends and develop long-term strategies.
• Perform quality controls monitor KPIs and guide product quality control.
• Serve as a high-level contact with strong product knowledge.
• Ensure processes align with specifications and meet financial and headcount targets.

Required Qualifications Capabilities and Skills:

• Minimum of 5 years of managerial/leadership experience.
• Over 5 years in a Service or Client Relationship focused environment.
• Strong people project and risk management skills.
• Comprehensive understanding of Treasury Services products and market knowledge.
• Ability to influence others and drive decisions.
• Negotiation and strategic planning skills.
• Strong oral and written communication skills.
• Multi-tasking time management and organizational skills.
• Excellent problem-solving and analytical skills.
• Working knowledge of MS Office and Business Applications.

Preferred Qualifications Capabilities and Skills:

• Experience in fostering a diverse and inclusive environment.
• Ability to perform root cause analysis and guide product enhancements.