Overview
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Bank of London offers a safer business banking model by holding all deposits at the Bank of England, eliminating the risk of 'bank runs.' It provides services such as Deposit, Embedded Banking, as well as Commercial Banking tailored to businesses. Powered by proprietary technology, the bank collaborates with SAP Fioneer to deliver innovative solutions. With a focus on exceptional service and core values of ownership, curiosity, the bank strives for excellence in all it does.
Join the Bank of London as a Client Services Manager and play a key role in delivering a best-in-class experience to our clients. You will take ownership of ongoing service delivery, ensuring client needs are met with efficiency, professionalism, and a strong focus on operational excellence. Acting as a trusted point of contact, you\'ll be responsible for managing day-to-day interactions, resolving queries, and continuously identifying opportunities to enhance the client experience.
In this role, you\'ll work closely with teams across Client & Growth and Operations to coordinate issue resolution, support the delivery of new services, and ensure internal processes align with client expectations. Your ability to build strong relationships, communicate effectively, and navigate complex environments will be critical to your success. You will bring a proactive mindset, a commitment to high standards, and a passion for delivering outstanding service in a fast-paced, evolving environment.
You will
* Independently lead the day-to-day management of client servicing activity, ensuring high-quality, consistent support is delivered across the client portfolio.
* Oversee the team within responsible for handling client queries, issue resolution, and service delivery, ensuring alignment with SLAs and internal standards.
* Act as an escalation point for complex or high-impact client issues, driving swift resolution through effective stakeholder coordination.
* Partner with teams across Client & Growth and Operations to enhance service delivery models and ensure operational processes support an excellent client experience.
* Identify trends in client feedback, service performance, and operational issues to drive continuous improvement initiatives.
* Contribute to the development and implementation of scalable client service frameworks, processes, and reporting to support a growing and diverse client base.
* Support the onboarding and transition of new clients into live operations, ensuring readiness across internal teams and alignment with client expectations.
* Prepare and lead service reviews, providing clear insights on client satisfaction, query volumes, and performance against agreed KPIs.
* Represent the client service function in working groups, projects, and cross-functional forums to ensure the voice of the client is embedded in decision-making.
Essential Criteria
* Proven experience in managing client service delivery within a regulated banking, fintech, or financial services environment.
* Strong understanding of operational processes across payments, onboarding, or accounting servicing, with the ability to manage service quality and client expectations.
* Demonstrated ability to lead client-facing teams or functions, driving high standards of service and accountability.
* Experience managing escalations and complex client issues, with a track record of delivering timely and effective resolutions.
* Ability to build effective relationships across internal teams such as Operations, Product, Compliance, and Technology to support seamless service delivery.
* Comfortable working with service performance metrics, client satisfaction data, and reporting tools to drive insight-led improvements.
* Demonstrated ability to lead through change, whether in scaling service models, implementing new tools, or refining client processes.
* Excellent communication and stakeholder management skills, with the ability to represent the client function confidently at all levels of the organisation.
Work location
Belfast (Hybrid, in office 4 Days)
Travel to other locations may be required on occasion.
Diversity
Bank of London is an equal opportunity employer committed to inclusion, diversity and belonging. All qualified applicants are welcome and will receive consideration for employment without regard to race, colour, age, religion or religious expression, sex, sexual orientation, gender or gender identity and expression, transgender, national origin, or military veteran status.
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