As a Client Service Manager II within thePayments Solution Center,you will be directly responsible for the day to day operations, client service delivery and management as well as oversight of key controls. Key responsibilities include understanding the products which the client utilizes and how to service inquiries that may arise, identifying opportunities that will improve servicing clients, driving performance against performance metrics as well as driving the appropriate risk focus with the front-line staff. You will manage the team to meet financial goals as well as overall business objectives while partnering globally with the regions where the business operations are located. You will ensure high quality client service and will be directly responsible for addressing escalations from both internal partners and external clients. The role requires extensive cross-organizational reporting, executive communications and interactions with business partners at all levels.

Job responsibilities

• Develop a high-performing team. Identify staff development needs while providing timely feedback. Review the development and performance management plans for all team members.
• Manage the daily activities related to staffing and specialist preparedness. Accountable for implementation of strategic initiatives relative to product strategy as well as staffing and specialist support. Work in partnership with technical counterparts to ensure that appropriate tools and strategies are effectively implemented within the operation.
• Be responsible for the team performance, ensuring staff is appropriately trained and supported. Ensure that the team has the tools necessary to maximize the timely and complete resolution of client interactions while meeting client satisfaction standards.
• Shape client service strategies and execution including the communication and administration of strategic initiatives. Works on cross-regional and cross-functional teams and initiatives.
• Manage the daily processes regarding the investigation of customer inquiries. This would include overseeing the prioritizing and distribution of work performed by the team.
• Maintain, update, analyze and report on production statistics. Review trends and provide recommendations to improve client satisfaction, efficiency, and control.
• Work directly with senior managers globally to identify technology, resource and/or process needs.
• Lead the implementation of defined goals and objectives, aligning team resources and operations with organizational goals, and ensuring the delivery of high-quality client service.
• Utilize advanced anti-fraud awareness to detect and prevent fraudulent transactions, safeguarding the financial and reputational integrity of both the client and the institution.
• Drive process automation initiatives, leveraging systems architecture and automation technologies to enhance operational efficiency and service delivery.

• Manage internal stakeholder relationships, influencing decision-making processes and aligning team objectives with broader organizational goals; oversee conflict resolution within the team and with clients, employing effective negotiation strategies to ensure win-win outcomes.

Required qualifications, capabilities, and skills

• 4+ years of relevant industry and/or functional experience.
• Good understanding of core and intermediate Treasury Services product sets, systems and channels.
• Client-facing skills.
• Ability to effectively partner with internal colleagues and external clients.
• Strong Data Analytic skills.
• Strong time management skills in a fast paced environment; demonstrating ability to balance competing priorities and deliver on commitments.
• Demonstrated proficiency in planning, with a track record of making decisions on resource allocation to achieve organizational objectives.
• Knowledge in implementing anti-fraud strategies to detect and prevent fraudulent transactions, protecting both the client and the institution.
• Proven experience in process automation, with the ability to articulate and apply systems architecture and automation technologies for operational efficiency.
• Proficient in conflict management, with the ability to facilitate discussions and create win-win solutions using collaboration or negotiation strategies.

Preferred qualifications, capabilities, and skills

• Experience in the banking or financial services industry, particularly within a commercial or investment banking environment.
• Strong leadership and team management skills, with the ability to inspire and motivate a team to achieve high performance.
• Strong analytical and problem-solving skills, with the ability to assess complex situations and develop effective solutions.
• Familiarity with banking software and systems, as well as proficiency in using data analytics tools to drive decision-making.
• A mindset focused on continuous improvement, with the ability to identify opportunities for process enhancements and implement changes effectively.
• Prior proven management experience