Client Support Team Lead

AVP, Client Support Team Lead, Corporate & Private Banking

We are looking for a new team member to supervise our corporate Account Managers (AMs) ensuring we deliver excellent client support.

Your responsibilities will include:

Being the primary support point of contact between the Relationship Manager, the Bank, and a designated portfolio of clientsOverseeing the AMs in their day-to-day servicing of clients, managing workflow and ensuring efficient and equitable distribution of work to the teamWorking closely with the Corporate Leads to ensure service level agreements are adhered toEncouraging the team to identify opportunities to cross and up sell the banks products and servicesCommunicating with clients daily, meeting with them and attending events as and when requiredProactively maintaining and cultivating effective support channels on behalf of the client, ensuring the seamless operation of their businessAssisting with and co-ordinating projects and large-scale system tasks that may ariseDriving initiatives to improve customer experience and satisfactionActing as a point of escalation for customer complaints or complex issues that may ariseFostering a positive and collaborative team environmentConducting regular performance reviewsActing as a direct support for the Business Unit HeadManaging risks related to fraud, security breaches and other operational risksPreparing and presenting regular performance reports to senior management.

Your qualifications and skills include:

Good background in a front office client support role with a minimum of 5 years’ experience.A strong ability to effectively support client relationships and to build relationships in conjunction with the Relationship Manager.Strong team management skills with the ability to motivate and lead a team Ability to resolve operational challenges and customer issuesUnderstanding of banking products, services and regulatory requirementsStrong IT skillsA high degree of risk awareness and compliance orientation.A pro-active approach to suggest new ideas/innovation/process change to deliver for client requirementsAbility to think outside of the box and enthusiasm for change and the unexpected.