NA Financial Institutions Group (FIG) - Banks Segment - Client Service Lead
NA Financial Institutions Group (FIG) - Banks Segment - Client Service Lead
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Job Description
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.
Employment Type
Full-Time
