The TM Client Advisor Team Manager is responsible for managing the full client lifecycle for top tier clients utilizing products and services from our Treasury Management suite. Oversees the team that is responsible for pre-onboard and post-sale onboarding, setup, client training, service, and expert advisement for these priority clients on our various TM products and services along with all bank products that support the client’s needs. The Manager’s primary focus is on ensuring that the Client Advisor Team meets service level standards (customer service; turn-around time; risk management and regulatory compliance; audit soundness; and productivity and efficiency).
The Manager is also tasked with improving operational processes to mitigate identified risk concerns, increase efficiencies, and enhance the functionality and ease of use. In addition to performing supervisory responsibilities, the Manager often directly assists team leads and staff with complex client onboarding and ongoing service challenges. Fosters good working relationships with leaders in partner departments including Treasury Management Sales, Operations, IT, Lending, Loan Servicing, Credit Administration, other internal support groups, as well as third-party service.
The TM Client Advisor Team Manager typically directs a small to medium-sized team of employees (2-12), including supervisors and team leads of small to medium-sized team of employees located in various markets.
Supervises Client Advisor staff in their performance of daily tasks, holding them accountable for quantifiable results. Monitors and reports on Service Level Standards performance and other KPI’s. Coordinates and distributes work to teams and individuals in multiple locations based on active and accurate understanding of their ability and experience, and the team and individual’s workload pipelines.
Manages complete client lifecycle stages to achieve quality, scope, and schedule that delivery on the products and services utilized by the client. Provides technical support and assistance to top tier clients, helping to troubleshoot, and determines how and when to escalate issues; ensures staff perform their activities in compliance with bank policies and procedures, and that documentation is accurate and properly maintained. Support the Product Office and the TM Sales staff in the development of new and revised procedures, methods, and forms that related to TM clients. Leads service projects and initiatives focused on improving client experience, staff development, and operational efficiency.
Serves as a liaison between top tier clients and sales staff as related to technical and operational processes and requirements, risk mitigation, efficiency, and customer service. Works closely with Risk Management and Banking Operations to mitigate compliance risk and ensure audit-soundness. Facilitate the flow of information and overall communication between all involved parties.
Provides supervision to and directs the activities of the TM Client Advisor Team; performs supervisory tasks such as performance appraisals, disciplinary actions, and interviewing candidates for employment; develops work schedules; provides necessary training and coaching.
Bachelor’s degree (BA) or equivalent from a college or university and 7 or more years related experience or, 10 or more years related experience. Work related experience should consist of relevant experience in the financial industry.
5 or more years of experience in project / program management including technological projects, and large, complex projects.
Advanced knowledge of general banking, including understanding of bank products, services, and regulations, policies and procedures, with an emphasis in Treasury Management products and / or Client Services.
Advanced knowledge of client-side treasury operations processes and controls.
Advanced knowledge of core banking and loan processing software and systems including FIS, LaserPro, etc.
Advanced proficiency utilizing the Microsoft Office suite including Word, Excel, Powerpoint, and Visio.
Superior oral and written communication skills with well-developed business acumen including the ability to produce executive level presentations.
Previous experience supervising a small group of employees (at least 2-5) required.