The Regional Client Services Manager is responsible for managing and supporting key corporate and institutional clients.
The incumbent ensures consistent delivery of excellence client experience, effective issue resolution, and identification of opportunities for growth cross selling of Transaction Banking products (ie. Cash Management) and support clients RFP/RFI.
Senior Escalation Point
- Will be first point of escalation for senior client stakeholders on service, operational, and transactional matters across the region.
- Ensure timely resolution of critical issues, coordinating with internal stakeholders (operations, technology, product, compliance) to provide effective solutions.
- Monitor and manage recurring issues, driving root-cause analysis and process improvements.
Ad-Hoc Regional Queries / Service Recovery
- Respond to regional client requests and queries on banking services, cash management solutions, and operational processes.
- Provide clear, consistent communication to clients, ensuring transparency and accountability.
- Liaise with teams to provide unified regional responses and align client communications.
- Coordinate for pooling recovery / client communication
Cross-Selling & Business Development
- Identify cross-selling opportunities within Transaction Banking and across other product areas (e.g. liquidity solutions, FX & etc).
- Partner with product specialists to design and position solutions tailored to client needs.
Client Service Reviews
- Conduct service review meetings with key clients at regional levels.
- Prepare and present performance metrics, transaction trends, service levels, issue logs and market development.
- Gather client feedback to drive service enhancement and strengthen long-term relationships.
- Document outcomes, track commitments, and ensure follow-up actions are executed.
Support for RFPs
- Collaborate with Product, Sales, and Implementation teams to deliver comprehensive, client-focused proposals.
- Ensure accuracy, consistency, and competitiveness of RFP submissions.
Requirements
- Strong client relationship and senior stakeholder management
- Knowledge of cash management products and market practices
- Problem-solving skills in multi-market environments
- Commercial acumen and cross-selling ability
- Collaboration across countries, functions, and products
