Head of Client Services and Client Connectivity, Global Payment Solutions, CIB (Snr Vice President)

Job Profile:

The incumbent role is hybrid in nature fulfilling tasks ranging from leading team, high visibility projects, managing client escalations, oversight of transactional support and optimization of client service activity.  

Principal Accountabilities:

• Ensure highest level of customer satisfaction and that the bank are delivers best-in-class service while actively seeking to maximise return from both domestic, regional and global cash management implementations and at the same time safeguarding the bank's interests.
• Formulate GPS client service and client connectivity’s strategy, process and procedures.
• Engage with clients as needed to resolve escalated issues or coordinate internal or client escalated projects
• Accountable for the quality of query management, transactional interactions, resolution of complex queries, client escalations, and communication of issues to clients/internal stakeholders
• Streamlining processes to improve client services and also track faster implementation of GPS mandates.

Experience, Skills and Qualifications:

• Bachelor’s degree preferably in business background from a public/private University.
• Proven track record on People Management capabilities.
• Strong knowledge of global cash management and clearing services, products, and techniques.
• Excellent range of communication skills, superior interpersonal skills and ability to interact and build relationships with internal and external stakeholders.
• Proven ability to identify and meet customer needs through matching a broad range of products and services
• Experience in working within a fast-paced work environment with continually changing lines of communication, technological advances etc.
• Analytical Mindset and strong project management skills
• Excellent time management, planning and organization skills with ability to manage multiple time sensitive tasks.