The role involves supporting Wealth Management client service teams, managers, and clients in a complex, fast-paced environment. The candidate will be responsible for providing leadership and supervision to the Client Service Specialist (CSS) staff, overseeing a team of CSS, and ensuring a seamless and integrated approach across Private Banking products.

Operating hours: 6:30 PM to 3:30 AM IST from Monday to Friday. However the CSM is expected to be flexible with their working hours based on the needs of the business.

Job Responsibilities

• Provide CSS with guidance and resources for delivering high quality, high touch service to US client service teams, managers and clients
• Manage team’s daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures
• Meet with internal partners regularly to ensure service expectations are met.
• Understand and comply with regulations, policies and procedures related to these products and services, and reinforce with their team the possible financial liabilities of the transactions associated with these products and services if they are not executed properly
• Research, follow-up, and resolve escalated client issues and problems through effective interaction with key partners.
• Coordinate all recruiting efforts to maintain staffing level at the site.
• Responsible to understand/address key statistics for the site; responsible to have a plan and drive improvements to address challenges that are identified
• Provide leadership surrounding HR matters, talent development, and disciplinary action. Evaluate staff performance and provide feedback via informal discussions, quarterly/semi-annual performance meetings and the annual review process
• Participate in the continuing strategic development of the support operating model, and help validate proposed ideas/plans prior to implementation
• Lead through a matrix organization to influence positive outcomes in areas such as onboarding, training, technology, and quality assurance
• Lead/participate in special projects within Client Service and represent Client Service in broader initiatives within Private Banking.

Required Qualification, Skills And Capabilities

• Bachelor’s or Master’s degree preferred with 15+ years of relevant Private Bank Client Service experience / Core Operations experience preferably with a large financial institution.
• Experience in Global Payments/Money Movement process /Cash ops SME’s will be preferred.
• Data literacy. Ability to analyze data, make data based decisions/ business intelligence. Familiarity with SQL, Python, Alteryx desirable.
• Excellent judgment and decision-making skills.
• Strong leadership and management abilities; must be able to think strategically.
• Excellent communication, time management and interpersonal skills; must be able to diffuse conflicts diplomatically; highly professional and experienced in creating and presenting information to large audiences at various levels of the organization.
• Keen understanding of the financial and banking industries.
• Experience with a wide array of financial products.
• Ability to adapt to a rapidly changing business and technology environment; must be a change leader. Should drive transformation initiatives leading to ease of doing business & efficiencies.
• Disciplined approach to managing and acting upon key daily reports.
• Good project management skills & must be able to engage all participants and meet deadlines/deliverables.