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.