Manager, Client & Account Services

About the role

The Manager, Client & Account Services will lead the Client Services function, aligning its strategy with the bank’s overall business objectives. This role ensures that client queries are resolved promptly, supports client onboarding and account maintenance, and collaborates with internal and external partners to deliver high‑quality service.

Key responsibilities

• Develop and execute a comprehensive client services strategy in line with the bank’s vision and goals.
• Lead and motivate a team to ensure client requests and queries are addressed within agreed turnaround times.
• Coordinate with the ombudsman or equivalent to achieve optimal query resolutions.
• Oversee client onboarding, profile creation, new account processing, and ongoing account maintenance.
• Research, design, and implement continuous improvement initiatives for the Customer and Account Services area.
• Establish and monitor Service Level Agreements (SLAs) with business partners, ensuring the team exceeds customer expectations.
• Partner with customers and business units to enhance relationships and improve satisfaction ratings.

Required profile

• Proven experience managing client services or account services teams in a banking or financial services environment.
• Strong ability to develop and implement strategies that align with broader business objectives.
• Experience handling client onboarding, account creation, and maintenance processes.
• Excellent leadership and communication skills to coordinate with internal stakeholders and external partners.

Required skills