• Be the voice of the client
• Spot the gaps, spark the change
• Make an impact where it matters

DO WORK THAT MATTERS

We’re looking for a dedicated professional who thrives on solving problems and improving experiences. As a Senior Associate – Client Experience, your role will be central to ensuring our Transaction Banking clients receive timely, thoughtful, and effective support.
Bringing empathy and precision, this role requires a keen eye for process improvement and strong stakeholder management skills. You’ll work closely with a range of internal service, product, and technical teams to resolve client requests, raise breakpoints, and advocate for our clients and their Transaction Banking needs.
We have an exciting innovation program, and this role will also be at the forefront of introducing new efficient and digital pathways to uplift the overall client experience.

Responsibilities will include but not be limited to:

• Manage and resolve client escalations with urgency and care, ensuring clients feel heard and supported.
• Coordinate service delivery across multiple channels, acting as the central point of contact for escalated issues.
• Identify patterns and process gaps that lead to client dissatisfaction
• Championing the client perspective in internal discussions to help shape improvements that enhance the overall experience.
• Provide client training as required to support any programs of change within TBS
• Contribute to continuous improvement initiatives
• Support reporting and analysis to track escalation trends, client feedback, and service performance.
• Collaborate with Risk, Operations, and Product teams to ensure service issues are resolved holistically and sustainably.