Client Service Manager-2
Core
A People Manager responsible for guiding, coaching, and supervising Client Advisor Assistants (CAAs) to ensure optimal resource utilization and service delivery.
Role type
Client Service Manager (People Management)
Builds
Client service operations and team performance
Domain
Banking / Financial Services
Required skills
Team leadership, Coaching, Resource planning, Recruitment, Cross-functional coordination, Service issue escalation, Process optimization, Contingency planning, Mentorship, Project participation
Preferred skills
CACS 1 (Client Advisor Competency Standards Paper 1), CACS 2 (Client Advisor Competency Standards Paper 2), Develop competency, Engage competency, Execute competency, Strategise competency
Technologies
UAT systems, Process improvement tools
Responsibilities
Guide and coach Client Advisor Assistants (CAAs), Provide day-to-day supervisory oversight, Manage CAA resourcing and back-ups, Lead CAA recruitment, Coordinate cross-departmental client commitments, Escalate service issues, Mentor new CAAs, Develop and test service contingencies, Optimize client servicing processes
Seniority
Mid-level Manager