Customer Services & Implementation Management Team Leader

Overview

Bank ABC seeks to recruit a Customer Services & Implementation Management Team Leader in the Group Transaction Banking Department based in our Head Office, in Bahrain.

The Customer Services & Implementation Management Team Leader will be responsible for leading and creating the client implementation team for Cash Management, Trade Finance, and Supply Chain Finance products.

The purpose of this role is to ensure successful implementation of these products for our clients by defining and implementing workflows, service level agreements (SLAs), training programs and Customer Service Support scripts and procedures.

The role will work closely with the product management, sales teams and other departments to ensure smooth implementation process and on-going customer service support, meeting client\'s requirements and tailoring the implementation process accordingly.

The individual in this role will be responsible for creating and managing a team to support the implementation and Customer Service Support efforts and will be working closely with multiple countries, defining standards and being in charge of defining and executing the migration plan from legacy platforms.

The job purpose is to provide a high-quality service to clients, ensuring that they are satisfied with the implementation and customer service support and that the products are fully integrated and operational. The individual will do sales calls jointly with the sales team, maintain an implementation pipeline / service calls report, track and continuously monitor, measure, and improve the implementation process & customer support to ensure client satisfaction, and will be responsible for creating and maintaining a positive and productive work environment.

A key requirement for this role is the understanding, logging, and maintenance of the Customer Journeys – documenting the touchpoints, inputs, and outputs as well as risks and KPIS. The role will be responsible for working closely with multiple stakeholders, managing priorities, and adapting to changing requirements, to ensure that the implementation and customer service support is done on time, within budget, and to the satisfaction of all stakeholders.

Responsibilities of the role

Reporting to the GTB Head of Delivery – Digital Transformation PMO, the job holder will :

• Lead the Customer Services & Implementation Management team (Client implementation managers and Customer Service Support Agents) for Cash Management, Trade Finance, and Supply Chain Finance products.
• Define and implement workflows, SLAs, and training for these products.
• Work closely with the product management and sales teams to ensure successful implementation and customer service support for our transactional banking clients.
• Ensure that all necessary supporting tools such as CRM, chatbots, on-demand training, and content management tools are integrated effectively in the team.
• Right size the team by forecasting and hiring the necessary resources for both the client implementation and customer service teams according to the business workload.
• Collaborate with other departments and teams to ensure smooth implementation process.
• Understand client\'s requirements and tailor the implementation process accordingly.
• Continuously monitor, measure, and improve the implementation process to ensure client satisfaction.
• Work closely with multiple countries, defining standards and overseeing defining and executing the migration plan from legacy platform

Areas of Knowledge, Qualification and Experience

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