Leadership & Team Development :
- Lead, coach, and motivate a team of business banking professionals to achieve targets, improve skills, and deliver exceptional service.
- Provide guidance and feedback to team members to foster a positive work environment and continuous improvement.
Client Relationship Management :
- Develop and maintain strong relationships with business clients, understanding their needs, and providing personalized banking solutions.
- Ensure that clients receive timely, efficient, and effective services, addressing any concerns or issues promptly.
- Connecting with clients to ensure we provide excellent client service and listen to their needs and concerns and solutioning for their business needs.
- executing CAAD (Client appreciation and Acquisition Day by engaging with clients and educating our clients about our service offerings in CSU.
Operational Oversight & Process Improvement :
- Ensure smooth and efficient day-to-day operations within the business banking team.
Monitor team activities, optimize workflows, and ensure compliance with company policies and industry regulations.
Performance Monitoring & Reporting :
- Set team goals and KPIs, monitor individual and team performance, and provide regular feedback and performance reviews.
- Prepare and present reports on team performance, client satisfaction, and service delivery metrics to business suite heads and internal stakeholders.
Risk Management & Compliance :
- Ensure the team adheres to all regulatory requirements, risk management protocols, and internal policies.
- Monitor potential risks when dealing with day to day request and ensure proper due diligence is adhered when executing clients request.
Problem Resolution & Escalation :
- Act as the first point of escalation for client issues or concerns, ensuring resolution and maintaining high levels of customer satisfaction.
- Address challenges and conflicts within the team to maintain a harmonious and productive environment.
Collaboration & Stakeholder Engagement :
- Collaborate with other departments (e.g., Forex, BOL, VAF) to ensure the best outcomes for clients and the bank.
- Liaise with senior management to align team goals with broader business objectives.
Data analysis and Reporting:
- Extracting data from PowerBI app and analyzing data to make informed decisions and reporting on the findings based on the data extracted.
- Collaborated with stakeholders to identify business needs and data sources.
- Used statistical methods to analyze data and generate useful business reports.