Client Service Senior Manager

Job Responsibilities

• Anticipate and manage work volumes, adhering to established policies and deadlines
• Collaborate with stakeholders to effectively resolve client issues / escalations
• Analyze and interpret client data to identify trends and develop department strategy
• Drive change initiatives, business strategy and technology enhancements programs
• Manage in dynamic, high-pressure environments and contribute to business resiliency planning
• Attract, develop and retain top talent. Coach and engage – to drive performance
• Evaluate team and individual performance to achieve business objectives. Nurture diverse and inclusive work culture
• Build and maintain a culture of trust, transparency and integrity
• Identify opportunities for use of digital tools to offer self-service solutions with a high degree of success
• Solicit feedback on product and service offerings in an effort to continuously adapt to the ever-changing commercial banking landscape
• Ensures teams proactively consult with clients using regular client relationship reviews, educating them on self-service tools and influencing adoption
• Required Qualifications, Skills and Capabilities
• Comprehensive knowledge of Treasury Services and/or Custom Card products
• Data Analytics & Change Management experience – including presenting finding
• Ability to influence others without direct supervision
• Ability to provide quantifiable management reporting & present findings
• Project Management & Execution
• Excellent verbal, written, interpersonal, presentation, negotiating and organizational skills
• Strategic thinking with the ability to adapt to change
• Demonstrated team building skills and ability to work in a team environment
• 6+ years of client facing work experience
• Delivering Coaching and Feedback/People Management
• Preferred Qualifications, skills and capabilities
• Previous Team Management Experience
• Bachelor of Science or Business Administration Degree and/or 6+ years equivalent work experience
• Google G suites / Microsoft Office adept
• Joining our diverse and innovative global organization will provide you with endless opportunities for career and personal growth.
• Become a part of our many Business Resource Groups, employees who come together on topics such as ethnicity, gender, age, accessibility, special interests and more
• Help the community through expansive volunteer opportunities
• Join one of our focus groups aimed at Innovation and Transformation, creating the future experience for our clients and employees
• Final Job Grade and officer title will be determined at time of offer and may differ from this posting.
• Some travel required (20%) to visit clients and internal partners.
• Please note this role is not eligible for employer immigration sponsorship.