Join our team as a Client Service Player Coach, where you will be responsible for the overall success of Client Service Account Managers. Lead and inspire Client Service Account Managers, promoting their success and growth through effective coaching and guidance.
As a Client Service Player Coach within the Client Service Industry Segment, 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 will include 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. You will ensure the overall successful workflow of the collaborative team, including responsiveness, quality, aging, and coverage. Additionally, you may handle direct human resource functions such as performance management, career planning, development, training, and performance issues. You will ensure the Client Service Account Managers provide the highest level of service to customers, including resolving very complex and non-routine client-impacting issues, and advise management on all service, escalation, and administrative matters.
Job Responsibilities:
- Align client needs to bank solutions. Provide value-added bank, product, and industry insight to clients.
- Act as the point of escalation and resolution for service issues, in addition to Client Service Account Manager responsibilities. Liaise with bank partners to manage complex issues, sensitive closings and structuring relationship alignment events.
- Coach team and monitor service delivery performance to ensure client satisfaction, in partnership with direct manager.
- Provide strategic direction, leading, motivating, encouraging and coaching for optimum performance. Builds a winning culture that aligns with business objectives.
- Identify training opportunities to enrich personal and career development.
- Provide an inclusive, collaborative and productive environment for all Client Service Account Managers.
Required qualifications, skills and capabilities:
- Minimum of 5+ years of relevant industry and/or functional and/or management experience.
- In depth knowledge of Core and Complex Domestic and International Treasury products.
- Strong leader and people manager with ability to assess the big picture in complex situations.
- Creative thinker and problem solver, able to manage through conflict, with a strong ability to adapt to changing priorities.
- Ability to lead complex issues, engage appropriate business and external partners and influence at all levels.
- Excellent interpersonal skills coupled with an ability to use sound judgment to prioritize and act with sense of urgency when required.
- Ability to work under pressure, prioritize appropriately, meet tight deadlines and juggle multiple demands simultaneously.
