Treasury Management Service Manager

Primary Purpose:

The Treasury Management (TM) Service Manager will be responsible for oversight and coordination of the TM Client Servicing team. You will play a key role in delivering an exceptional experience for clients while mitigating risk and appropriately guiding the team. Key responsibilities include client support and service delivery, resolving client inquiries and issues timely, ensuring compliance with policies, and implementing procedures to improve client experience and service efficiency.

Principal Duties and Responsibilities:

• Understand all key TM client service job responsibilities in order to clearly communicate policies, procedures, and enhancement opportunities.
• Create a client centric culture, placing clients are the center of our business
• Collaborate with sales and relationship managers to support client retention and overall satisfaction.
• Directly contribute to key business outcomes such as client retention, client satisfaction, enhancing Treasury Management's value to our clients and prospects, achieving SLA targets, and fostering a culture of performance and continuous improvement.
• Ensure the voice of the client is heard while adhering to policies, laws, rules and regulations.
• Manage and improve the client experience by ensuring that all communication with clients is clear, honest, and accurate.
• Develop and guide a culture of talent development to create high performing teams and employee engagement.
• Monitorstaff performance, provide appropriate coaching, recognition and feedback.
• Ensure performance metrics are met and any exceptions are resolved within required timeframes
• Protect the firm by applying sound risk management protocols and adhering to regulatory requirements
• Proactively identifies, evaluates, recommends, and implements changes to operational processes/procedures resulting in departmental efficiencies.

Job Specifications:

• Bachelor's degree or equivalent work experience
• Previous experience managing a call/contact center environment.
• 3- 5 years Treasury Management experience, Client Services, Client Onboarding or other relevant experience.
• 1 -2 years management experience desired - Recommend 2 years experience
• Excellent leadership, communication, and interpersonal skills to build and maintain effective working relationships throughout the organization and external partners.
• Ability to analyze data and metrics to drive decision- making and process efficiencies/improvements.
• Business professional with integrity, trustworthy, honest, and able to handle confidential information.
• Periodic travel required.