The Client Service team is dedicated to providing exceptional support for Colombian clients on domestic in-country clearing and operations in US accounts, serving Subsidiary Banking, Local Large Corporates, and Non-bank FI clients. As the Payments Client Service Team Leader, you will lead a team of Client Service Account Managers (CSAMs), coordinating, training, motivating, and coaching them to deliver attentive and proactive service to clients.

 

Job Responsibilities

Conduct weekly staff meetings and regular check-ins with Payments partners. Serve as a customer advocate and liaison to enhance service quality across product and operational areas. Manage client relationships and internal service providers, resolve issues, direct production, and establish/monitor client SLAs. Ensure 100% tracking of client requests in near real-time, improving case data quality to reduce transactional inquiries through proactive client engagement, digital adoption, and pain point reduction. Drive exceptional client and team outcomes by identifying long-term solutions, analyzing client data, and developing strategies. Perform quality controls and monitor KPIs. Lead root cause analysis and guide product quality control by coordinating resolution and escalation of customer issues, application bug reports, and enhancement requests.

 

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 with a passion for excellence. Comprehensive understanding of Wholesale Payments products, processes, and relevant market knowledge. Fluency in Spanish and English.

 

Preferred qualifications, capabilities, and skills:

Ability to act with authority and influence others to take appropriate action; drive decisions and manage through conflict and change. Negotiation and strategic planning skills. Strong oral and written communication skills. Excellent problem-solving, analytical skills, and attention to detail. Diversity and Inclusion

 

We recognize that our people are our strength, and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion. We do not discriminate based on any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy, or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.