Join our dynamic team as a Client Service Lead, where you will play a pivotal role in managing and developing a team of Client Service Account Managers.
As a Client Service Lead within Payments, you will manage a team dedicated to providing exceptional client-facing support to our Technology clients. You will act as a primary contact, building partnerships to understand client needs and ensuring service excellence. Your role will involve coordinating internally to monitor relationship health and advocate for client satisfaction.
Job responsibilities:
- Manage and develop a team of Client Service Account Managers (CSAM) through hiring, training, and coaching.
- Navigate the organization to achieve outcomes for clients and stakeholders.
- Conduct weekly staff meetings and quarterly check-ins with GCB/Payments Sales partners.
- Act as a customer advocate to enhance service quality across product and operational areas.
- Maintain direct client relationships, resolve issues, and monitor client SLAs.
- Track client requests in real-time and improve case data quality.
- Analyze client data to identify trends and develop long-term strategies.
- Perform quality controls, monitor KPIs, and guide product quality control.
- Serve as a high-level contact with strong product knowledge.
- Ensure processes align with specifications and meet financial and headcount targets.
Required qualifications, capabilities and skills:
- Minimum of 5 years of managerial/leadership experience.
- 5 years experience in a Service or Client Relationship focused environment.
- Strong people, project, and risk management skills.
- Comprehensive understanding of Treasury Services products and market knowledge.
- Ability to influence others and drive decisions.
- Negotiation and strategic planning skills.
- Strong oral and written communication skills.
- Multi-tasking, time management, and organizational skills.
- Excellent problem-solving and analytical skills.
- Working knowledge of MS Office and Business Applications.
- Basic understanding and usage of AI and LLM tools.
Preferred qualifications, capabilities and skills:
- Experience in fostering a diverse and inclusive environment.
- Ability to perform root cause analysis and guide product enhancements.
- Experience in secure communication protocols such as H2H and API
- Advanced Treasury Services or Payments product knowledge, particularly Real Time Payments
- Experience with International clients, Multi-Currency and Foreign Exchange