Client Services Manager

Company: Santander Bank N.A. ( Learn More )

General Information
US-RI-East Providence
N/A
4 Year Degree
Full-Time
Not Specified
Not Specified
False
False
Job Description Santander’s Commercial Banking Division is an active provider of capital, treasury management and risk management solutions to thousands of small and mid-sized companies in the northeast and across the country. We also have expertise and provide service to specific industry sectors including real estate, asset based lending, energy, education, health care and government.  Our clients rely on the strength of Santander’s balance sheet and the degree to which our relationship managers understand their businesses in order to develop the most relevant and compelling solutions.  In addition, Santander’s significant international presence in regions around the world uniquely positions us to help companies grow their business, both near and far.


Responsibilities:

Reporting directly to the Head of Client Service and Onboarding the Client Services Manager will play a senior leadership role, overseeing all first line client service requests and queries. The Client Service Manager position plays a vital role in delivering a world class client service experience to our clients. In this role the manager will successfully lead and manage a team of client service professionals and create an environment that nurtures and supports industry excellence. The manager will also be responsible for client satisfaction scores related to client service requests and activities.The manager will also establish and maintain clear lines of communications and partnerships with the Onboarding team, the Client Service Complex Queries team (second line) Origination teams and clients. 

  • The Client Service Manager is responsible for providing support to all client relationships via phone, email, online, and existing stakeholder / product channels
  • Successfully leads and manages Client Service Professionals creating an environment that develops a high performing team measured by key performance indicators
  • Owns the cash management product support / service provided to clients and internal stakeholders including Electronic Banking, Onsite Check Deposit, ACH, Wires, Positive Pay, Lockbox and Treasury Link
  • Manages staff planning, performance management, capacity modeling / reports, work assignments, training, mentoring, career development, and recognition or disciplinary actions along with maintaining and delivering service request management dashboards to show overview of client interactions and issues raised/resolved
  • Ensures the delivery of a highly personalized level of service and maintains a standardized process to track and file all customer documentation collected for new clients and post implementation maintenance requests for existing clients
  • Travels as required to meet key client stakeholders to maintain and grow existing services
  • Consults with customers in all aspects of servicing client requests and takes appropriate action to manage/retain the client while utilizing independent judgment
  • Manages continuous improvement initiatives and deployments to help role model, and drive adoption of best practices
  • Serves as member of the leadership team and supports the overall team and Transaction Banking direction and strategy


  • Requirements

  • Bachelors degree or equivalent work experience; 7+  years of business and client facing experience
  • Strong background and interest in the fields of operations, cash management, service, and compliance
  • Able to establish relationships and partner effectively with various groups including sales, service, operations, compliance, and marketing
  • Proactively and effectively communicate issues and relevant management information
  • Demonstrate experience in building best-in-class client service teams
  • Ability to drive team excellence, be a customer advocate, multi task and implement / interpret policies
  • Proven experience in setting goals and leading a team to drive customer success
  • Prior cash management experience required
  • Strong business acumen with a strategic business sense

  • Job Requirements