Client Services Manager

Salary depends on experience
Posted on 08/21/18
Riverside, RI
5 - 7 years experience
Accounting, Finance & Insurance
Salary depends on experience
Posted on 08/21/18

Description

Dynamic, results-driven leader needed to play a critical thought leadership role in delivering the best in class customer experience model within Commercial Operations. This leader will develop and execute the Commercial Operations Customer strategy and be responsible for driving a culture of service to solutions to ensure appropriate products are supported to our customers to help with their everyday financial needs. Candidate will act as a strong liaison for all Commercial Bank business partners with direct oversight of 10 individuals. This leader will oversee the team responsible for servicing our commercial client customers with end to end service; service specialists that have end-to-end ownership of inbound client issues, servicing needs for all of commercial lending, relationship managers, and customers.Major Responsibilities

  • Provide thought leadership for further evolution of the Commercial Client Service strategy covering all Commercial Bank business lines
  • Set clear vision of business success. Translate overall strategy into meaningful direction for Commercial Client Service.
  • Streamline processes and create efficiencies while becoming more effective in how we deliver best in class service including escalation handling.  Build partnerships with product, sales, implementation,  technology and sales to achieve consensus and support for the strategy
  • Create and implement operational or functional business plans aligned with the overall business strategy and organizational policy to ensure Commercial Client Service has the capacity and capability to meet the agreed objectives.
  • Drive organizational and process change that aligns client service models to client needs, product profitability, and overall consistency
  • Identify and lead projects to deliver the tools for excellent service and client self-service
  • Drive client satisfaction and market perception of client service.  Ensure that best in class service quality philosophy is communicated throughout the organization
  • Set the overall series of Commercial Client Service metrics and continually drive process improvement across the organization, including coverage, product and technology
  • Develop Service Standards with business partners that meet client needs
  • Survey and analyze clients’ feedback, including participation in client service reviews
  • Identify opportunities for increased product sales and reduction in operating cost
  • Develops and maintains Commercial Client Service budget within specified guidelines
  • Position and promote Commercial Client Service as industry best practice
  • Recruits, manages, coaches and develops team managers to champion excellence in client service, change, culture, values, and attitude across Commercial Client Service.

Qualifications

Required Knowledge, Skills, and Abilities

  • Minimum 5 - 10 years of experience in Client Service and Commercial Products
  • Energetic leader who inspires and cultivates positive client-focused work environment and strong partnerships with internal partners
  • Ability to think strategically, as well as to create and implement new service models (project management skills and detail orientation are assets)
  • Deep technical knowledge of Commercial Bank products and back-end systems
  • Ability to influence others across functional areas and achieve buy-in to move new strategies forward
  • Ability to manage and prioritize multiple tasks

Competencies

  • Strong people skills
  • Good analytical and problem solving skills
  • Demonstrated leadership, management and teambuilding skills
  • Key driver of change management within self and across teams
  • Pro-active, self-starter attitude
  • Ability to plan and execute in a timely manner

Education and Certifications:
Bachelor‘s Degree in Business, or Finance required

186989

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