Job Description: Job Summary
We are seeking a client-focused TB (Transaction Banking) Client Service Account Manager to deliver an exceptional and consistent service experience for Corporate and Institutional Banking (CIB) clients across our network. The role is responsible for implementing client-specific service propositions, leading virtual client service teams, managing service escalations, driving service excellence, and strengthening client relationships through proactive engagement, service reviews, and continuous improvement initiatives. The successful candidate will work closely with Sales, Product, Operations, and Functional Partner teams to enhance client satisfaction, identify service opportunities, and support business growth.
Key Responsibilities
Strategy
- Support delivery of the Corporate and Institutional Banking (CIB) and Transaction Banking (TB) strategy by ensuring client servicing standards are consistently met or exceeded.
- Build a strong understanding of business priorities and client expectations to enhance service delivery outcomes.
Business
- Serve as the primary escalation point for critical client service issues, coordinating resolution with internal stakeholders.
- Ensure recurring client service issues are escalated and addressed through appropriate governance and client experience forums.
- Contribute to strategic initiatives, service transformation projects, and client experience programmes.
- Build trusted client relationships throughout the service lifecycle and identify opportunities for cross-selling relevant solutions.
Processes
- Monitor, track, and resolve client service issues through structured service management practices.
- Participate in regular service review meetings and ensure agreed actions are completed.
- Maintain accurate client service issue logs and drive timely resolution of identified concerns.
- Strengthen collaboration across Coverage, Sales, Product, Operations, and Functional Partner teams to improve service outcomes.
- Capture and share client service insights, service review outcomes, and remediation actions with relevant stakeholders.
- Ensure client complaints are logged and managed in line with the Bank's Complaints Policy.
- Leverage available reporting tools and client experience dashboards to identify trends, address root causes, and improve service performance.
- Promote best practices, knowledge sharing, continuous improvement, and professional development across the service organisation
Risk Management
- Maintain full compliance with the Transaction Banking (TB) operational risk and governance framework.
- Promote risk awareness and effective control practices across client service teams.
- Ensure adherence to regulatory requirements, internal policies, and procedures while helping prevent operational and regulatory risks.
Governance
- Complete all mandatory learning requirements in accordance with Bank policy.
- Support effective governance, oversight, and control arrangements across the business.
- Maintain awareness of the regulatory environment and requirements relevant to the role.
Regulatory & Business Conduct
- Demonstrate the highest standards of ethical behaviour and conduct.
- Ensure compliance with all applicable laws, regulations, policies, and the Group Code of Conduct.
- Proactively identify, escalate, mitigate, and resolve risk, conduct, and compliance matters.
Key stakeholders
- Team Leader, Cash Client Services
- Cluster Lead, Cash Client Service
- Regional Lead, Cash Client Service
- Cash Service Managers (Onshore and Offshore)
- Relationship Managers (RMs) and Global Account Managers (GAMs)
- TB Product and Sales Managers
- Regional Client Service Managers
- Client Managers
- Risk Managers
- Cash Operations Teams
- Technology Managers
- Financial Crime Compliance (FCC)
- Financial Markets Teams
- External Clients
Skills and Experience
- Conduct Management
- Risk Management and Internal Controls (SIF)
- People Management
- Business Strategy and Business Model (SIF)
- Market Knowledge
- Product and Process Expertise
- Business Partnering and Stakeholder Management
- Strong client relationship and service management capabilities
- Ability to lead cross-functional collaboration and drive issue resolution
Qualifications
- Bachelor's degree in Banking, Finance, or a related discipline preferred.
- Experience in banking or a similar financial services environment.
- Experience in Client Service and Cash Products is advantageous.
- Risk and Anti-Money Laundering (AML) certification as required by Bank policy.
- Strong English and/or relevant local language proficiency.
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