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Senior Client Service Manager
2 months ago
We are seeking a highly skilled Senior Manager to lead our Client Service Management team. As a key member of our Commercial Sales & Service group, you will be responsible for providing exceptional operational service support to grow our market share and maximize profitability of client relationships.
Key Responsibilities- Provide prompt and effective client problem resolution, identifying and closing or referring enhancement opportunities during client service interactions.
- Meet client service needs through a pooled call center environment or a dedicated one-on-one relationship with sensitive, complex, and/or top-tiered clients.
- Foster a culture aligned to our purpose, values, and strategy, and role model our values and behaviors in all interactions.
- Ensure alignment between values and behavior that fosters diversity and inclusion.
- Attract, retain, and enable the career development of top talent.
- Improve team performance, recognize and reward performance, coach employees, support their development, and manage poor performance.
- Provide overall leadership and strategic direction to the team, setting context, direction, accountabilities, tasks, and assignments.
- Oversee the level of service provided to customers to ensure business objectives are achieved.
- Address escalated service issues.
- Make recommendations to senior leaders on strategy and new initiatives, based on an in-depth understanding of the business/group.
- Act as a subject matter expert on relevant regulations and policies.
- Manage resources and lead the execution of strategic initiatives to deliver on business and financial goals.
- Manage databases and provide support for analysis, forecasting, and/or data visualization, ensuring adherence with data governance standards.
- Lead change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation, and sustainment of initiatives.
- Create policies and procedures to deliver quality client service and products while protecting our interests and managing risk.
- Develop and administer training programs.
- Document all standard procedures and processes, and communicate new processes to service and sales staff.
- Provide coverage or back-up support for areas with staff shortages.
- Collaborate with managers to develop and implement processes and procedures that meet client expectations and ensure consistency across the Bank.
- Actively listen to client concerns to diagnose client service needs.
- Facilitate actions that close gaps between client expectations and experiences in the performance of the Bank and its products.
- Serve as an advocate for individual clients and escalate service problems to facilitate timely resolution.
- Operate at a group/enterprise-wide level and serve as a specialist resource to senior leaders and stakeholders.
- Implement changes in response to shifting trends.
- Typically 7+ years of relevant experience and post-secondary degree in a related field of study or an equivalent combination of education and experience.
- Able to manage ambiguity.
- Data-driven decision making - In-depth/Expert.
- Fluency in French and English, as this role provides support to clients and team members inside and/or outside the province of Quebec.
