Overview
Assistant Manager, Client Experience & Banking Operations
We are seeking an experienced, results-oriented Assistant Manager, Client Experience & Banking Operations to coordinate day-to-day execution of client service and banking operations. The role ensures efficient service delivery, operational excellence, strong control practices, performance monitoring, and effective leadership of the Client Experience and Banking Operations teams.
Key Responsibilities
- Coordinate daily operations across Client Experience and Banking Operations to ensure seamless service delivery and workflow management.
- Monitor service performance, client requests, workload capacity, operational efficiency, and business continuity arrangements.
- Track and report key performance indicators (KPIs), service levels, client satisfaction measures, operational risks, and control metrics.
- Investigate performance variances, identify root causes, and coordinate corrective actions with supervisors.
- Manage second-level service and operational escalations, escalating significant issues as required.
- Ensure compliance with approved policies, procedures, regulatory requirements, and first-line control standards.
- Coordinate with Risk, Compliance, Internal Audit, Finance, and Technology teams to address operational issues and audit actions.
- Lead, coach, and performance-manage the Client Experience Supervisor and Banking Operations Supervisor
- Support workforce planning, employee development, succession planning, and cross-training initiatives.
- Coordinate the implementation of approved process improvements, system enhancements, policy updates, and organizational changes.
Education & Experience
- Bachelor’s degree in Banking, Finance, Business Administration, Economics, Management, or a related field.
- Minimum of five (5) years of relevant experience, including at least two (2) years in a supervisory or team leadership role.
- Experience coordinating multiple business functions, monitoring operational performance, and implementing service improvements.
- Working knowledge of core banking systems, transaction processing, SWIFT operations, client onboarding processes, and operational controls.
- Strong analytical, reporting, stakeholder management, leadership, and change management skills.
Ideal Candidate
The ideal candidate is a proactive leader with strong operational and client-service expertise, capable of driving performance, ensuring operational discipline, and fostering a culture of service excellence and continuous improvement.