• Act as the primary point of contact for SME customers, building strong relationships and understanding their needs.
• Oversee account opening processes, ensuring compliance with KYC and regulatory standards.
• Handle customer inquiries and service requests promptly, providing accurate and friendly assistance.
• Coordinate with internal teams to resolve customer issues and ensure timely resolution.
• Monitor and maintain high levels of customer satisfaction through regular feedback and service quality assessments.
• Ensure compliance with bank policies, AML regulations, and risk management controls.
• Stay updated with industry trends and best practices to enhance service delivery and customer experience.
• Lead and motivate a team of customer service professionals, providing guidance and support.
• Collaborate with other departments to improve cross-functional processes and enhance overall customer journey.

Knowledge, skills and experience

• Bachelor's degree in Business Administration, Finance, or a related field.
• Minimum 5 years of experience in a customer-facing role, preferably in banking or financial services.
• Strong knowledge of SME banking products and services, including account management and compliance.
• Excellent communication and interpersonal skills, with the ability to build rapport with customers.
• Proven leadership and team management skills, with a track record of motivating and developing teams.
• Proficiency in using banking software and systems for account servicing and customer relationship management.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Strong organizational skills and attention to detail.
• Ability to work independently and manage multiple priorities.
• Flexibility to adapt to changing business needs and a dynamic work environment.
•