Client Delivery Team Manager

Overview

Responsibilities

• Leads and executes business development plans so that business goals are achieved or exceeded.
• Participates on client calls as required.
• Addresses customer services issues according to established guidelines, escalating as required.
• Develops solutions for customer issues, engaging multiple stakeholders as required.
• Identifies process improvements to enhance efficiency and better meet the evolving needs of key clients.
• Creates policies and procedures to ensure quality client service and product delivery while protecting the Banks’ interests and managing risk.
• Manages databases and provides support for analysis, forecasting and/or data visualization, ensuring adherence with data governance standards.
• Collaborates with others to develop and implement processes to meet client expectations and ensure consistency across the Commercial Bank segments.
• Participates in audit and client issue resolution, addressing irregularities and driving corrective actions ensuring proper escalation per established procedures.
• Designs comprehensive training programs to enhance team capabilities and align with strategic objectives.
• Engages with clients to understand and diagnose service needs, ensuring concerns are addressed promptly and effectively.
• Collects and analyzes client feedback to identify service gaps, enhance operational performance, and optimize client satisfaction.

Qualifications

• 5 – 7 years of relevant experience in Client Relationship, Financial Services or Service Excellence in a corporate or banking environment is preferred.
• Bachelor’s degree preferred; Business Administration, Finance or Marketing preferred.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• Advanced level of proficiency: Product Knowledge, Regulatory Compliance, Data Analysis, Reporting, Document Management, Microsoft Office, Project Management, Problem-Solving, Detail-Oriented, People Management, Stakeholder Management, Strategic Thinking.

Compensation

• Salary: $88,800.00 - $165,600.00
• Pay Type: Salaried