Trade Client Service Manager – Player Coach

Description

Trade Client Service Account Manager Player Coach

Join our team as a Client Service Player Coach where you will be responsible for the overall success of Client Service Account Managers

As a Client Service Player Coach you will report to a Client Service Industry Segment or Team Lead. You will be responsible for the overall success of a small collaborative team of Client Service Account Managers who have direct responsibility for servicing a defined team scope of technology corporate or financial institution clients. Your role as Client Service Player Coach will include responsibility for : Developing and Training new or associate level account managers reviewing the teams work to ensure Operational Controls and Compliance Adherence and facilitating Client and Team Change Readiness. The Player Coach is ultimately accountable for ensuring the overall successful workflow of the collaborative team including responsiveness quality aging and coverage. The role may also include direct Human Resource functions (including performance management career planning development training and performance issues).You will ensure the Client Service Account Managers are providing the highest level of servicing to customers including problem resolution on very complex and non-routine client impacting issues. You will advise management on all service escalation and administrative matters.

Job Responsibilities

• Oversees and directly supports a specific portfolio of clients.
• Aligns client needs to bank solutions.
• Provides value-added bank product and industry insight to clients
• Act as the point of escalation and resolution for service issues. Liaises with bank partners to manage complex issues sensitive closings and structuring relationship alignment events
• Coaches team and monitors service delivery performance to ensure client satisfaction
• Provides strategic direction leading motivating encouraging and coaching for optimum performance. Builds a winning culture that aligns with business objectives
• Identifies training opportunities to enrich personal and career development
• Provides an inclusive collaborative and productive environment for all Client Service Account Managers

Required Qualifications Skills and Capabilities

Required Experience :

Manager

Key Skills

Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients

Employment Type : Full-Time

Experience : years

Vacancy : 1