Customer Services Manager - Banking

Corporate Customer Service Team Lead

Act as a team lead or focal point of contact managing complex portfolios for all Trade & Non-Trade related Corporate queries

Manage and drive specialized teams (Such as Trade advisory, Cash portfolios or Online Banking support etc.) towards the achievement of goals and objectives of the business

Support Unit Head to design, implement and execute all necessary actions to assure a high quality of customer service for Corporate customers

Implement and monitor SLAs with internal units and develop the necessary agreements with 3rd party vendors to outsource activities

Define scripts per level of escalation and problem resolution

Implement necessary systems to monitor and track problem resolution, inquiries and performance

Analyze performance reports

Analyze data to identify Root Cause and related process improvements

Analyze customer feedback reports to improve product functionality, processes and tech infrastructure.

Handling escalated concerns that fall outside the purview of team members / reportees

Overseeing the design and delivery of all training programs

Ensure timely logs of all customer interactions in CRM

Support Unit Head to build infrastructure and appropriate technology to fulfil customer service needs.

Analyze customer data and processes to organize and set up adequate customer service model and infrastructure.

Track all activities and generate performance reports and action reports

Set up the adequate teams to support customer service needs for all Corporate Clients

Assure high quality of service to all business divisions within CIBG / IBG

Be the key driver in the definition and execution of overseas support and roll out of Corporate Customer service

Manage the team in an effective and motivated way to promote high quality service

Train staff on product, services, solutions of the Bank's offering, as well as on problem resolution, escalation processes and problem tracking

Implement the necessary applications and processes to automate the whole process, to minimize time response and to assure a proper identification and monitoring of problem resolution.