If you are ready to work in a team-oriented and fast paced environment to deliver a seamless and integrated approach across Private Banking products, then this role might be for you!

As a Client Service Manager within our bilingual Client Service Support Specialist team, you will provide exceptional leadership and effective supervision. You will be accountable for the end-to-end ownership of both client and employee experiences, which includes managing service levels, satisfaction, and the overall performance of the team. Your role will involve building and maintaining a high-performing team. On a daily basis, you will be expected to deliver tactical and strategic solutions in a highly regulated and controlled environment, adapting to meet objectives in a dynamic and rapidly changing environment.

Job Responsibilities:

Communicate guidance and direct CS3 to resources for delivering high-quality, high-touch service to IPB Latin America and GFG client service teams, managers, and clients. Manage team’s daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures. Initiate and rekey payment instructions. Research, follow-up, and resolve escalated client issues and problems through effective interaction with key partners. Meet with internal partners regularly to ensure service expectations are met. Understand and comply with regulations, policies, and procedures related to these products and services, and reinforce with the team the possible financial liabilities of transactions if not executed properly. Participate in recruiting efforts and process enhancements to maintain staffing levels of CS3 teams. Share in the review of key daily, weekly, and monthly metrics for CS3 teams. Provide direction surrounding HR matters, talent development, and disciplinary action. Evaluate CS3 Team performance using key metrics and performance measures to provide feedback via email, informal discussions, quarterly/semi-annual performance meetings, and annual review process. Provide exceptional client service and flawless execution on client requests, inquiries, and transactions such as money movement, security transfers, and loan transactions, including escalated research requests.

Required qualifications, capabilities, and skills:

College graduate with at least 3 years of experience with financial products, particularly money movement, and payment investigations Proven experience in a leadership capacity; ability to motivate an individual and team Keen understanding of the financial and banking industries Excellent judgment and decision making skills; solutions oriented Solid communication, time management and interpersonal skills; must be able to diffuse conflict diplomatically Ability to adapt to a rapidly changing business and technology environment; must be a change leader Disciplined approach to managing and acting upon key daily reports Ability to balance producing strong results with proper risk management Extremely organized and detail oriented

Preferred qualifications, capabilities, and skills:

Knowledge on Alteryx, Tableau, RPA, Programming / Scripting languages for automation is an advantage