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CIB-Treasury Services NA Banks & Broker Dealer, Sr. Client Service Manager, ED

Req #: 180007573
Location: New York, NY, US
Job Category: Account Servicing
Job Description:
Job Description:  Direct management for team and client portfolio using TS products and services and include over 180 Clients with total annual revenue of $250MM.  The primary objective is to deliver exceptional client service that supports the satisfaction,  growth and retention of these existing clients.    Broader management responsibilities include delivering and improving the client experience through process management, people management,  client engagement and partnership will all stakeholders.  The ability to lead change and drive strategic initiatives is critical as the business undergoes transformation regarding service delivery, product delivery and client expansion.
Core Responsibilities:
    • Oversee a team of Client Service Account Managers who have direct responsibility for the servicing of a client portfolio. Aspects of servicing including relationship, inquiry, and account management.
    • Act as the client’s escalation point; advocate internally on the client’s behalf.
    • Take ownership of issues and escalate appropriately to ensure timely resolution; manage expectations both externally and internally. Engage appropriate internal and external partners to resolve complex issues.
    • Collaborate successfully with team members and internal partners, creating an inclusive work environment. Build and maintain strong relationships with key partners through effective and frequent communication and contact.
    • Adhere to and measures compliance with risk policies/practices and educate clients on risk/legal requirements.
    • Develop and maintain an efficient and effective client engagement strategy.  Identify opportunities to drive sustainable improvements to the client experience. 
    • Align client needs and complexity to appropriate resources and bank solutions.
    • Resource planning and capacity management including talent acquisition and development
    • Plan, prioritize and execute against business goals and priorities. Drive strategic objectives to ensure best practices are defined and consistently implemented. Think through long term business plans to support priorities, anticipate and plan for future needs.
    • Manage team to complete high quality deliverables within committed time frames through delegation, managing expectations up and down, and adjusting priorities and resources as needed.
    • Provide strategic direction, lead, motivate, encourage and coach team to obtain optimum service delivery performance to ensure client satisfaction.
    • Build a winning culture that aligns with business priorities, maintaining strong management disciplines in terms of people and process (metrics and reporting, performance development, project management, risk management).
    • Serve as a champion for innovation, strategic initiatives, and business change/transformation. Communicate change in a clear, positive, and timely manner.
    • Communicate effectively with all levels, adjusting communication approach and style based on audience and situation.
    • Successfully manage conflict, communicate with empathy and confidence
  • Proven leader with a minimum of 10 years in the financial services industry with people management and client management experience.
  • Significant understanding of Treasury Services technology and operations delivery platforms.
  • In depth knowledge of Treasury Management Products and how our clients use them.
  • Earned reputation as a successful talent manager who is able to  recruit, lead, motivate, develop and retain talent.
  • Passion for delivering an exceptional client experience and making it easier for clients to do business with us.
  • Strong analytical skills and problem solving abilities.  Ability to navigate complexity, ambiguity and act with a sense of urgency.
  • Track record of driving change through influence, building relationships and exhibiting clear and transparent communication.
  • Exceptional communication and presentation skills with the ability to convey complex issues clearly and persuade various audiences (written and verbal).
  • Detail oriented and follows through on commitments. Creative thinker and problem solver.
  • Informed on operational and regulatory risk and compliance implications; demonstrates sound judgment.
  • Maintains focus and professionalism while managing competing priorities.
  • Excellent interpersonal skills and able to influence at all levels.
  • Proficient in Microsoft Office Suite.
  • College Degree – MBA or comparable graduate degree preferred.
  • Ability to be flexible with working hours as business needs arise.
  • Travel ~ 25%.
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