EMEA Financial Institutions Client Experience Team Leader
Core
Lead a team of Service Officers to deliver exceptional client service and operational performance for financial institutions, managing escalations, risk, and continuous improvement.
Role type
Senior IC client experience team leader (people leadership)
Builds
Client service operations and team performance for financial institutions
Domain
Financial Services / Institutional Banking
Required skills
People leadership, team coaching, performance management, client relationship management, operational risk control, stakeholder engagement, process optimization, data analysis, change management, strategic planning
Preferred skills
Financial services experience, knowledge of transaction banking (Payments, Cash Management, SEPA, SWIFT, Instant Payments, API, Liquidity), AI-enabled solutions
Technologies
SEPA, SWIFT, Instant Payments, API Connectivity, Liquidity Management, Digital Channels, AI-enabled solutions
Responsibilities
Lead, coach, and develop a team of Service Officers; Act as an escalation point for complex client issues; Monitor key service metrics, KPIs, productivity, and quality; Manage operational incidents, complaints, and regulatory requirements; Collaborate with cross-functional teams to drive process optimization and transformation.
Seniority
Senior, hands-on IC