Vice President - Team Leader of Client Service in City of Westminster

Responsibilities

• Accountable and responsible as Team Leader of Client Service team for taking appropriate action with respect to team lead of Client Servicing within TB EMEA.
• Responsible for all line management duties of both the Client Support and MGS offshored operation.
• Responsible for the daily oversight of team members activities, providing support/guidance and training.
• Reporting line is to Deputy Head of Transaction Banking EMEA. Responsible for the performance management of team members, through the setting of challenging/stretching KPI objectives, providing performance feedback through monthly one on one meetings and keeping an open communication channel with the team through regular team meetings.
• Responsible for representing and presenting on behalf of the team in all regular engagement forums with internal and external stakeholders.
• Responsible for being risk owner and the risk management of key risk / inherent risk for the team.
• Responsible for maintaining an efficient working environment and ensuring business as usual activities to be completed in a timely manner.
• Responsible for tracking all workflows in/out and ensuring our client communication is of the highest standard through quick delivery timing.
• Responsible for the continuous review of the teams\’ key processes, proactively looking for opportunities to streamline, digitize and automate where possible.
• Being first point of contact for the client on all day-to-day banking enquiries and issues, taking accountability and ownership to ensure an optimal and premium service level is provided.
• Fulfil the role of team manager within the team for business-as-usual escalation and support in handling more complex/technical client inquiries.
• Log and track all calls to resolution ensuring accuracy and timely reporting of metrics.
• Support of customers\’ daily transactions and operations, by investigating and resolving enquiries and complaints promptly and managing the client\’s expectations.
• Day-to-day handling of enquiries and requests internally from the front office coverage teams and branches across the EMEA region.
• Proactive, value-added engagement with corporate client groups in an account manager style to manage transaction relationships, improve client experience and provide recommendations for cross-sell opportunities.
• Provide training for new joiners and junior members of the team, applying experience and knowledge to support development of staff members within the team.
• Handling of all client users, administration and maintenance requests which will include the issuance and completion of documentation to each client.
• As a Service partner, collaborate with the RMs, Sales, Operations and other key internal stakeholders to ensure the prompt resolution of cases and client issues, and identify opportunities for service improvement, or proactively educate the client to avoid any future service disruptions.
• Perform value added activities by identifying cross-selling and revenue opportunities, by understanding the client organization and business requirements to improve service levels, the product solution, or the utilization and optimization of product and channel usage and volumes.
• The timely identification, escalation and resolution of all issues and enquiries, including any clients at risk.
• Take a lead role for ad hoc projects and initiatives as and when required to enhance the client experience or the team\’s service levels. Including support to junior team members on projects / initiatives that they are responsible for.
• Support channel and product development within Transaction Banking EMEA, periodically documenting enhancement requests based on client feedback and trends in client request types to Product Team/Head Office.
• Adhere to policies including escalation and compliance requirements and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.

Qualifications

• A minimum of 5+ years Associate level payment operation experience within the financial service industry.
• Proven experience in client communication with corporate customers, focused on delivering prompt and effective problem resolution.
• Basic experience of online banking platforms and processes.
• Familiarity with payment-related operations and procedures, as well as a fundamental understanding of payment regulations.
• Ability to adapt quickly to new workplace environments and evolving market conditions. Capable of analyzing clients\’ perspective in various situations and determine positive or negative behavior for opportunities to gain agreement.
• Able to apply questioning skills for in-depth analysis of attitudes, situations, problems and priorities to determine optimum strategy on how to deal with them.
• Eager to support and learn and foster collaborative working relationships across the organization.
• Able to identify and manage both transactional and operational risks.
• Computer literate with the ability to learn client service software applications.
• Good questioning skills.
• Good analytical and problem-solving skills.

Personal Requirements

• Excellent communication skills
• Results driven, with a strong sense of accountability
• A proactive, motivated approach
• The ability to operate with urgency and prioritize work accordingly
• Strong decision-making skills, the ability to demonstrate sound judgement
• A structured and logical approach to work
• Strong problem-solving skills
• A creative and innovative approach to work
• Excellent interpersonal skills. The ability to manage large workloads and tight deadlines
• Excellent attention to detail and accuracy
• A calm approach, with the ability to perform well in a pressurized environment
• Strong numerical skills
• Excellent Microsoft Office skills
• We are open to considering flexible working requests in line with organisational requirements.

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