Client Service Account Manager II - Player Coach

Join our team as a Client Service Player Coach, where you will be responsible for the overall success of Client Service Account Managers.

As a Client Service Player Coach within the Client Advisory Team, you will report to a Client Service Industry Segment or Team Lead. You will be responsible for the overall success of a small collaborative team of Client Service Account Managers who have direct responsibility for servicing a defined team scope of technology, corporate or financial institution clients. Your role as Client Service Player Coach will include responsibility for: Developing and Training new or associate level account managers, reviewing the team’s work to ensure Operational Controls and Compliance Adherence, and facilitating Client and Team Change Readiness. You are ultimately accountable for ensuring the overall successful workflow of the collaborative team including responsiveness, quality, aging and coverage. You may also include direct Human Resource functions (including performance management, career planning, development, training and performance issues). You will ensure the Client Service Account Managers are providing the highest level of servicing to customers, including problem resolution on very complex and non-routine client impacting issues. You will advise management on all service, escalation and administrative matters.

Job Responsibilities:

• Oversee and provide direct support for a specific portfolio of clients, aligning client needs to bank solutions and providing value-added bank, product, and industry insight to clients.
• Act as the point of escalation and resolution for service issues, in addition to Client Service Account Manager responsibilities, and liaise with bank partners to manage complex issues, sensitive closings, and structuring relationship alignment events.
• Coach the team in partnership with the direct manager and monitor service delivery performance to ensure client satisfaction.
• Provide strategic direction, leading, motivating, encouraging, and coaching for optimum performance, and build a winning culture that aligns with business objectives.
• Identify training opportunities to enrich personal and career development.
• Provide an inclusive, collaborative, and productive environment for all Client Service Account Managers.

Required qualifications, capabilities and skills:

• Minimum of 5+ years of relevant industry and/or functional and/or management experience
• In depth knowledge of Core and Complex Domestic and International Treasury products
• Strong leader and people manager with ability to assess the big picture in complex situations
• Creative thinker and problem solver, able to manage through conflict, with a strong ability to adapt to changing priorities
• Ability to lead complex issues, engage appropriate business and external partners and influence at all levels
• Excellent interpersonal skills coupled with an ability to use sound judgment to prioritize and act with sense of urgency when required
• Ability to work under pressure, prioritize appropriately, meet tight deadlines and juggle multiple demands simultaneously