Vice President: Head of Client Service

3 weeks ago

Sydney, Australia Bank of America Full time

**Why does this role exist?**

**Key Responsibilities**
- Creates unit vision, lead people to perform and develops employees.
- Manages staffing requirements, performance management (including client survey scores), budget/expense management, reporting and forecasting for areas managed.
- Participate in the resolution of operational and/or product servicing issues of a sensitive/high risk nature for major clients.
- Ensures associates are adhering to all business procedures and protocols.
- Works with appropriate business partners to provide resolution to client inquiries and issues in support of the team. Includes potential RFP/pre-sales involvement.
- Responsible for understanding and coordinating escalations in a timely manner for quick and accurate resolution.
- Responsible for acting as the primary interface with the client to establish all connectivity between organizations

**Skills & Experience**
- Minimum of 2 years Team Lead or Management Experience
- Minimum of 2 years Treasury Experience
- Working knowledge of Fulfillment/Treasury Management products and services
- Analyze day-to-day work to identify opportunities to streamline and improve efficiencies -escalate to management as needed.
- Ability to influence and champion change to ensure employee adoption
- Make appropriate decisions that balance the client, shareholder and employee constituents
- Oral Communications - speak effectively one-to-one or in groups.
- Prepare and deliver clear, effective, and professional presentations.
- Help create and maintain strong morale; cooperate with team members to resolve problems and achieve goals.
- Deliver written communications that are well organized, concise yet complete, and in vocabulary appropriate for audience.
- Strong coaching experience to ensure the employees understand the importance of accurate work and achieving world class client experience

**Characteristics**
- Strong team player with good work ethics
- Ability to work independently as part of an elite team
- Best practice orientated
- Self starter
- Attention to detail
- Highly organized
- Thrives on challenges
- Takes personal ownership
- Ability to demonstrate initiative and creative thinking
- Ability to build strong client relationships
- Adapts easily to change
- Commonsense approach - mature and confident
- Excellent personal presentation for face to face meetings with clients
- Friendly outgoing personality to deal with clients
- Flexibility with hours/overtime as and when required

**Job Band**:
H5

**Shift**:
**Hours Per Week**:
38

**Weekly Schedule**:
**Referral Bonus Amount**:
0

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