Overview
We are seeking a customer-focused and proactive Client Experience Supervisor to lead the day-to-day delivery of exceptional client service. The successful candidate will oversee a team of Client Experience Officers, manage client portfolios and service requests, resolve escalated issues, monitor service performance, and drive continuous improvements to the client experience.
Key Responsibilities
- Supervise and coordinate the daily activities of Client Experience Officers, ensuring balanced workloads and effective client coverage.
- Oversee client onboarding support, service requests, digital banking assistance, referrals, and client communications.
- Act as the first point of escalation for complaints and service-related issues, ensuring timely and satisfactory resolution.
- Monitor service metrics including response times, resolution times, client satisfaction, referrals, digital adoption, and case quality.
- Coach, train, support, and performance manage Client Experience Officers to achieve service excellence.
- Conduct quality reviews to ensure compliance with service standards and client experience expectations.
- Maintain clear service ownership by ensuring effective coordination with Banking Operations teams.
- Identify service trends, gaps, and opportunities for improvement and make recommendations to management.
- Ensure accurate recordkeeping and adherence to client confidentiality and banking standards.
Qualifications & Experience
- Bachelor’s degree or equivalent professional qualification in Business, Banking, Finance, or a related field.
- Minimum of four (4) years’ experience in client service, customer relationship support, banking operations, or a related environment.
- Previous experience in a team lead, coaching, or supervisory capacity is required.
- Strong understanding of banking products, digital banking channels, client onboarding processes, and confidentiality requirements.
- Demonstrated ability to manage customer concerns, resolve complaints, and deliver high-quality client service.
- Excellent communication, relationship management, coaching, and problem-solving skills.
Ideal Candidate
The ideal candidate is a service-oriented leader with a passion for delivering exceptional client experiences, developing team performance, and building strong client relationships while maintaining high service standards and operational effectiveness.