Customer Services Manager - Banking

About the role

The Customer Services Manager will lead a specialised team that handles complex corporate banking queries, both trade and non‑trade. Reporting to the Support Unit Head, you will ensure high‑quality service delivery across all corporate client segments.

Key responsibilities

• Act as the focal point for managing complex corporate portfolios and lead specialised teams such as trade advisory, cash portfolios, and online banking support.
• Design, implement and monitor Service Level Agreements (SLAs) with internal units and third‑party vendors.
• Develop escalation scripts, monitor problem‑resolution systems, and track performance metrics.
• Analyse performance reports, root‑cause data, and customer feedback to drive process improvements.
• Handle escalated concerns beyond the scope of team members and oversee the design and delivery of training programmes.
• Ensure timely logging of all customer interactions in the CRM system.
• Build infrastructure and technology solutions to meet corporate customer service needs, including overseas support roll‑out.
• Motivate and manage the team to maintain high service standards.

Required profile

• University graduate with at least 5 years of experience in corporate customer service within banking.
• Comprehensive understanding of back‑office processes locally and internationally.
• Proven ability to analyse complex problems, define escalation processes and coordinate with processing units and branches.
• Experience managing team productivity, recommending process reviews and technology changes.

Required skills

• CRM systems

What we offer

• Opportunity to lead a high‑impact team within a major banking institution.
• Exposure to international corporate banking operations.
• Professional development and training programmes.