✨ AI Summary
The Client Services Manager for Private Banking is responsible for standardizing and managing the overall service and operational quality across the Private Banking Division. This includes ensuring adherence to bank policies, SOPs, and regulatory compliance. The role involves creating, negotiating, and monitoring SLAs with partners, managing all Client Service Officers, and ensuring proper service levels are maintained. Key responsibilities include re-engineering the CSO team, identifying service levels with stakeholders, representing Private Banking in audit interactions, leading projects to improve client services, standardizing service quality at all client touch points, monitoring and training CSOs, and ensuring seamless customer experience through collaboration with operational and credit departments. The manager will also handle customer complaints, monitor customer feedback, conduct reviews for SLA and operational standards, oversee operational functions with adherence to AML and Central Bank policies, and ensure high-quality KYC maintenance.
Requirements
The ideal candidate will be a graduate with 10 years of experience in the banking or service industry. Strong negotiation, leadership, decision-making, and interpersonal skills are essential, along with excellent spoken and written English. Proficiency in running service units, team building, customer orientation, and familiarity with local regulations and business environments are also required, along with a pleasant personality capable of managing difficult situations.
Description
To standardise and manage the overall service and operational quality across the entire Private Banking Division, ensuring adherence to banks policies, SOP's and compliance with regulations at all levels. To create, negotiate, implement and monitor the success of all SLA's with all partnersManagement all Client service officers and ensure proper levels of service.