• Lead the client-facing operations team in addressing client inquiries, processing transactions, troubleshooting problems, and handling complaints, utilizing your advanced conflict management skills to ensure client satisfaction. 

• Develop and implement strategic plans to enhance service center operations, leveraging your proficiency in strategic planning and process automation to drive operational efficiency. 

   

• Identify trends and generate innovative solutions to meet client needs, using your advanced skills in market product knowledge and digital literacy to stay ahead of industry developments and technological advancements. 
• Foster strong relationships with internal stakeholders and clients, leveraging your advanced skills in influence and internal stakeholder management to drive mutually beneficial outcomes. 

Required qualifications, capabilities, and skills 

• 7+ years of experience in managing customer service teams in a financial institution, with a focus on service center operations. 

   

• Demonstrated proficiency in strategic planning and process automation, with a track record of enhancing operational efficiency in client service delivery. 
• Advanced skills in conflict management, with experience in resolving complex client issues and complaints. 
• Strong digital literacy with experience in leveraging new/emerging technologies to enhance business operations and client service. 

Preferred qualifications, capabilities, and skills 

• Extensive experience in the banking or financial services industry, particularly in commercial or investment operations, with strong leadership and team management skills to inspire high performance. 
• Proficient in using banking software, systems, and data analytics tools to drive decision-making and develop effective solutions for complex situations. 
• Focused on continuous improvement, identifying opportunities for process enhancements, and implementing changes to improve client experiences. 
• Ability to apply cultural intelligence to engage effectively with diverse clients and utilize data and tech literacy for innovative solutions. 
• Experience in mentoring team members and leading projects to achieve client and business goals.