The Client Service Manager role is responsible for providing support to Wealth Management client service teams, managers and clients. The Associate works in a complex team-oriented and fast paced environment with advisors, client service, product partners and operations teams to deliver a seamless and integrated approach across International Private Banking (IPB) products and has escalation and managerial responsibilities.

As an Associate, you are responsible for providing exceptional leadership and effective supervision and oversight of a team of Client Service Specialist (CSS). You are accountable for end to end ownership of the client and employee experience, including service levels, satisfaction, and overall performance of the team. To be successful, you will need to build and maintain a winning team. Day to day, you will deliver tactical and strategic solutions in a highly controlled and regulated environment in order to meet objectives in a fast changing and dynamic environment.

Job Responsibilities:

Communicate guidance and direct CSS to resources for delivering high quality, high touch service to IPB Asia/EMEA 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.  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 their team the possible financial liabilities of the transactions associated with these products and services if they are not executed properly Research, follow-up and resolve escalated client issues and problems through effective interaction with key partners. Facilitate recruiting efforts and process enhancements to maintain staffing levels of CSS teams Responsible for coordinating review of key daily, weekly and monthly metrics for CSS teams; collating the data and presenting to key partners and IPB Asia/EMEA CS Managers. Provide oversight surrounding HR matters, talent development, and disciplinary action Evaluate CSS Team performance and provide feedback via informal discussions, quarterly/semi-annual performance meetings and annual review process. Assist in the continuing strategic development of the support operating model, and help validate proposed ideas/plans prior to implementation 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 request. Drive the successful implementation, adherence, and maintenance of the firm’s control’s policies and procedures as well as protecting client assets against potential fraud activities Collaborate with respective client facing teams and internal business groups to deliver and execute client transactions 

Required qualifications, capabilities, and skill

Excellent judgment and decision making skills; solutions oriented Strong leadership and management abilities Solid communication, time management and interpersonal skills; must be able to diffuse conflict diplomatically Keen understanding of the financial and banking industries Experience with a wide array of financial products. Payment Processing Experience is a must.