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- Tasks: Manage client service delivery and resolve queries in a fast-paced banking environment.
- Company: Join Bank of London, a pioneer in safe business banking with innovative tech solutions.
- Benefits: Enjoy a hybrid work model, professional growth opportunities, and a supportive team culture.
- Why this job: Be part of a dynamic team focused on exceptional client experiences and operational excellence.
- Qualifications: Experience in client service within banking or fintech, strong communication, and relationship management skills required.
- Other info: Diversity and inclusion are core values; all qualified applicants are encouraged to apply.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Join Bank of London as a Client Services Manager and play a key role in delivering a best-in-class experience to our clients. You will take ownership of ongoing service delivery, ensuring client needs are met with efficiency, professionalism, and a strong focus on operational excellence. Acting as a trusted point of contact, you’ll be responsible for managing day-to-day interactions, resolving queries, and continuously identifying opportunities to enhance the client experience.
Bank of London offers a safer business banking model by holding all deposits at the Bank of England, eliminating the risk of \’bank runs.\’ It provides services such as Deposit, Embedded Banking, as well as Commercial Banking tailored to businesses. Powered by proprietary technology, the bank collaborates with SAP Fioneer to deliver innovative solutions. With a focus on exceptional service and core values of ownership, curiosity, the bank strives for excellence in all it does.
Responsibilities
- Independently lead the day-to-day management of client servicing activity, ensuring high-quality, consistent support across the client portfolio.
- Oversee the team responsible for handling client queries, issue resolution, and service delivery, ensuring alignment with SLAs and internal standards.
- Act as an escalation point for complex or high-impact client issues, driving swift resolution through effective stakeholder coordination.
- Partner with teams across Client & Growth and Operations to enhance service delivery models and ensure operational processes support an excellent client experience.
- Identify trends in client feedback, service performance, and operational issues to drive continuous improvement initiatives.
- Contribute to the development and implementation of scalable client service frameworks, processes, and reporting to support a growing and diverse client base.
- Support the onboarding and transition of new clients into live operations, ensuring readiness across internal teams and alignment with client expectations.
- Prepare and lead service reviews, providing clear insights on client satisfaction, query volumes, and performance against agreed KPIs.
- Represent the client service function in working groups, projects, and cross-functional forums to ensure the voice of the client is embedded in decision-making.
- Demonstrated experience in managing client service delivery within a regulated banking, fintech, or financial services environment.
- Strong understanding of operational processes across payments, onboarding, or accounting servicing, with the ability to manage service quality and client expectations.
- Demonstrated ability to lead client-facing teams or functions, driving high standards of service and accountability.
- Experience managing escalations and complex client issues, with a track record of delivering timely and effective resolutions.
- Ability to build effective relationships across internal teams such as Operations, Product, Compliance, and Technology to support seamless service delivery.
- Comfortable working with service performance metrics, client satisfaction data, and reporting tools to drive insight-led improvements.
- Demonstrated ability to lead through change, whether in scaling service models, implementing new tools, or refining client processes.
- Excellent communication and stakeholder management skills, with the ability to represent the client function confidently at all levels of the organisation.
Requirements
- Proven experience in managing client service delivery within a regulated banking, fintech, or financial services environment.
- Strong understanding of operational processes across payments, onboarding, or accounting servicing, with the ability to manage service quality and client expectations.
- Demonstrated ability to lead client-facing teams or functions, driving high standards of service and accountability.
- Experience managing escalations and complex client issues, with a track record of delivering timely and effective resolutions.
- Ability to build effective relationships across internal teams such as Operations, Product, Compliance, and Technology to support seamless service delivery.
- Comfortable working with service performance metrics, client satisfaction data, and reporting tools to drive insight-led improvements.
- Demonstrated ability to lead through change, whether in scaling service models, implementing new tools, or refining client processes.
- Excellent communication and stakeholder management skills, with the ability to represent the client function confidently at all levels of the organisation.
Work location
Belfast (Hybrid, in office 4 Days)
Travel to other locations may be required on occasion.
Diversity
Bank of London is an equal opportunity employer committed to inclusion, diversity and belonging. All qualified applicants are welcome and will receive consideration for employment without regard to race, colour, religion or religious expression, sex, sexual orientation, gender or gender identity and expression, transgender, national origin, or military veteran status.
Compensation
Belfast, Northern Ireland, United Kingdom £35,000.00-£40,000.00
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Client Services Manager (FTC) employer: Bank of London
Contact Detail:
Bank of London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Services Manager (FTC)
✨Tip Number 1
Familiarise yourself with the Bank of London's services and values. Understanding their unique business model and commitment to client service will help you align your approach during interviews and discussions.
✨Tip Number 2
Network with current or former employees of the Bank of London on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
✨Tip Number 3
Prepare specific examples from your past experience that demonstrate your ability to manage client relationships and resolve complex issues. Tailoring these examples to reflect the banking or fintech environment will make your case stronger.
✨Tip Number 4
Stay updated on industry trends and challenges in the banking sector, especially around client service delivery. Being knowledgeable about current events can help you engage in meaningful conversations during interviews.
We think you need these skills to ace Client Services Manager (FTC)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in client service delivery, particularly within regulated banking or financial services. Use specific examples that demonstrate your ability to manage client relationships and resolve complex issues.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering exceptional client service. Mention how your skills align with the role's requirements, such as your experience in managing client queries and your ability to work collaboratively across teams.
Highlight Key Achievements: When detailing your previous roles, focus on key achievements that showcase your operational excellence and ability to enhance client experiences. Use metrics where possible to quantify your success, such as improvements in client satisfaction scores.
Prepare for Potential Questions: Anticipate questions related to your experience in managing escalations and complex client issues. Be ready to discuss specific scenarios where you successfully navigated challenges and improved service delivery.
How to prepare for a job interview at Bank of London
✨Understand the Company and Its Values
Before your interview, take some time to research Bank of London and its core values. Familiarise yourself with their business model and how they aim to provide exceptional service. This will help you align your answers with their expectations and demonstrate your genuine interest in the role.
✨Showcase Your Client Management Skills
Prepare examples from your past experience that highlight your ability to manage client relationships effectively. Discuss specific situations where you resolved complex issues or improved client satisfaction, as this will showcase your capability to thrive in a client-focused environment.
✨Demonstrate Your Problem-Solving Abilities
Be ready to discuss how you've handled escalations or challenging client queries in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses, ensuring you convey your proactive mindset and commitment to operational excellence.
✨Prepare Questions for the Interviewers
Having thoughtful questions prepared shows your enthusiasm for the role and helps you assess if the company is the right fit for you. Ask about the team dynamics, the challenges they face in client servicing, or how they measure success in this position.
