Client Service Senior Manager
About The Position
The Client Service Senior Manager leads teams of Client Service professionals serving moderate-to-complex Commercial Bank clients. The role owns a portfolio of clients, manages client service managers, and coordinates internal and external relationships to deliver high-quality service. As a strategic leader, the Senior Manager drives innovation and transformation, executes firm strategy, and modernizes the client experience. The position leads operational planning and client issue resolution, uses client data to guide department strategy, and advances change initiatives and technology enhancements. It also focuses on developing and retaining talent, supporting team performance, fostering an inclusive and high-integrity culture, and identifying digital self-service opportunities. Teams proactively consult with clients through relationship reviews, educate them about self-service tools, and encourage adoption. The role requires approximately 20% travel to visit clients and internal partners and is not eligible for employer immigration sponsorship.
Requirements
- Comprehensive knowledge of Treasury Services and/or Custom Card products.
- Experience in data analytics and change management, including presenting findings.
- Ability to influence others without direct supervision.
- Ability to provide quantifiable management reporting and present findings.
- Project management and execution skills.
- Excellent verbal, written, interpersonal, presentation, negotiating, and organizational skills.
- Strategic thinking and ability to adapt to change.
- Demonstrated team-building skills and ability to work in a team environment.
- At least 6 years of client-facing work experience.
- Experience delivering coaching and feedback and managing people.
Nice To Haves
- Previous team management experience.
- Bachelor of Science or Business Administration degree, and/or 6+ years of equivalent work experience.
- Proficiency with Google G Suite and Microsoft Office.
Responsibilities
- Anticipate and manage work volumes while adhering to established policies and deadlines.
- Collaborate with stakeholders to resolve client issues and escalations.
- Analyze and interpret client data to identify trends and develop department strategy.
- Drive change initiatives, business strategy, and technology enhancement programs.
- Manage in dynamic, high-pressure environments and contribute to business resiliency planning.
- Attract, develop, and retain talent; coach and engage employees to drive performance.
- Evaluate team and individual performance to achieve business objectives and nurture a diverse, inclusive work culture.
- Build and maintain a culture of trust, transparency, and integrity.
- Identify opportunities to use digital tools to provide effective self-service solutions.
- Solicit feedback on product and service offerings to adapt to the changing commercial banking landscape.
- Ensure teams proactively consult with clients through regular relationship reviews, educate clients about self-service tools, and influence adoption.
- Own a portfolio of clients and manage a group of client service managers.
Benefits
- Competitive total rewards package, including base salary and, for eligible roles, commission-based pay and/or discretionary incentive compensation.
- Comprehensive health care coverage.
- On-site health and wellness centers.
- Retirement savings plan.
- Backup childcare.
- Tuition reimbursement.
- Mental health support.
- Financial coaching.
- Business Resource Groups.
- Volunteer opportunities.
- Focus groups related to innovation and transformation.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
