As a Client Service Team Lead within the Payments team, you will be responsible for the overall success of Client Service Account Managers who have direct responsibility for servicing a portfolio of large corporate or financial institution clients. Your role as Client Service Team Lead will include responsibility for: Human Resource functions (including performance management, career planning, development, training and performance issues), Operational Controls, Compliance Adherence and Staff Readiness Communication for your industry.
You will ensure the Client Service Account Managers are providing the highest level of servicing to customers, including problem resolution on very complex and non-routine client impacting issues. You will advise management on all service and administrative matters.
- Oversee a specific portfolio of clients and align client needs to bank solutions. Provides value-added bank, product, and industry insight to clients
- Act as the point of escalation and resolution for service issues liaises with bank partners to manage complex issues, sensitive closings and structuring relationship alignment events
- Coach team and monitor service delivery performance to ensure client satisfaction
- Provide strategic direction, leading, motivating, encouraging and coaching for optimum performance. Builds a winning culture that aligns with business objectives
- Identify training opportunities to enrich personal and career development
- Provide an inclusive, collaborative and productive environment for all Client Service Account Managers
- Minimum of 7+ years of relevant industry and/or functional and/or management experience
- In depth knowledge of Core and Complex Domestic and International Treasury products
- Strong leader and people manager with ability to assess the big picture in complex situations
- Creative thinker and problem solver, able to manage through conflict, with a strong ability to adapt to changing priorities
- Ability to lead complex issues, engage appropriate business and external partners and influence at all levels
- Excellent interpersonal skills coupled with an ability to use sound judgment to prioritize and act with sense of urgency when required
- Ability to work under pressure, prioritize appropriately, meet tight deadlines and juggle multiple demands simultaneously