About the Role
Lead the Client Excellence and Service Delivery team to provide a high-quality and consistent service experience to Corporate and Institutional clients across Trade, Supply Chain Finance, Payments, Cash Management, Acquiring, Cards, and other account services. The role is responsible for team performance, service quality, timely resolution of client enquiries and escalations, achievement of agreed service metrics, and driving digital adoption and self-service. The Team Leader will coach and develop the team, coordinate closely with internal stakeholders, identify opportunities for process improvement, and ensure delivery is aligned with CESD procedures, governance standards, and the bank’s customer experience objectives.
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Principal Accountabilities
- Lead and manage team performance against agreed service measures including SLA, first-contact resolution, response times, quality, and customer satisfaction.
- Provide oversight and direction on complex or high-priority client issues and ensure effective escalation and coordination with product, operations, IT, Risk, Digital, and other relevant stakeholders.
- Coach and develop team members through regular feedback, cross-training, knowledge sharing, and performance management.
- Identify recurring service issues, customer friction, and process gaps, and work with relevant stakeholders to implement sustainable improvements and increase digital/self-service adoption.
- Provide regular management reporting and insights on volumes, service performance, key client issues, risks, and improvement initiatives.
- Ensure the team helps to guide customers on the digital completion of transactions on iBusiness, FCC, iServe, and other TBG digital platforms.
- Ensure the team effectively identifies between the different segments and appropriately guides customers on how to be served based on their segments.
- Ensure the team helps customers update their registered contact details as required to ensure they can use the iServe platform.
- Comply with the Authentication agreement and policies and procedures of the bank for information exchange and customer handling.
Service & Quality
- Maintain the spirit of CODE by supporting the IBG/CBG teams and Back Office Units as and when required.
- Ensure proficient handling of customer queries to provide appropriate solutions to enhance customer satisfaction levels.
- Ensure the team logs all complaints received from customers in the CRM for routing to the Complaints Handling Unit.
- Remain fully updated on the bank’s policy and procedure, products/services to ensure prompt quality service to clients.
- Record all ideas and suggestions provided by customers in the CRM for further analysis and action.
Requirements
- Graduate, preferably in a commercially oriented discipline.
- MBA (or equivalent) would be beneficial.
- 8–10 years of experience in operations, technology, product management or customer service would be preferred.
- Experience in managing teams.
