Client Service Lead is required to drive the effectiveness and integration of the client service function within SMBC. This role involves managing a dedicated team to ensure exceptional support throughout the client lifecycle while aligning with broader business strategies and objectives of Global Transaction Banking Department (GTBD). This role will oversee the implementation of innovative technologies and processes that enhance service delivery and client satisfaction.
Reporting to the Report directly to the Head of Implementation and Client Service (TBICS) in Bangkok, the role will develop and execute a clear strategy for the client service team, ensuring it supports key initiatives and contributes to the growth of the organization. As the key liaison between various teams, Client Service Lead will facilitate communication, promote collaboration, and ensure that the client service function adapts to changing needs in the market.
By fostering a culture of excellence and utilizing advanced tools and techniques, the Client Service Lead will enhance service quality, streamline operations, and support the development of forward-thinking solutions that drive business success.
Leadership and Strategy:
- Report directly to the Head of Implementation and Client Service (TBICS) in Bangkok
- Lead and manage both the Implementation and Client Service Teams.
- Develop and execute a clear strategy for the Client Service function that aligns with the overall goals of GTBD and SMBC, ensuring effective implementation of key policies.
Day-to-Day Service Management:
- Oversee daily client service operations, ensuring all client inquiries and requests are handled accurately and efficiently.
- Ensure that the Client Service Team meets high operational standards and complies with established performance metrics.
- Manage the volume of service requests while ensuring adherence to policies and timelines.
- Act as the primary contact for resolving operational service issues, coordinating with relevant internal teams to facilitate solutions.
Process Optimization and Streamlining:
- Lead efforts to identify and implement improvements in client service processes to enhance response times and minimize errors.
- Continuously assess existing client service workflows to identify areas for improvement and eliminate inefficiencies.
- Drive initiatives aimed at simplifying service procedures to enhance the overall client experience.
Technology Adoption and Integration:
- Identify and promote the use of technology solutions to improve service delivery and operational efficiency.
- Explore and implement strategies for integrating various technology tools to enhance service request management and communication with clients.
- Collaborate with regional teams to ensure successful implementation of technology solutions for client service.
- Utilize data analysis to proactively address recurring issues and improve service processes.
Requirements:
- Proven experience in managing client services or customer support functions, ideally in the banking or financial services sector.
- Strong leadership and strategic thinking abilities, with a track record of guiding teams towards achieving business goals.
- Proficiency in process enhancement and a solid understanding of client service workflows.
- Experience with integrating technology solutions, including automation tools and customer management systems.
- Excellent problem-solving skills and the ability to effectively collaborate with various internal teams.
- Strong analytical skills, with an emphasis on using data to improve service delivery.