Head Client Service Management

The role holder is responsible for managing all key and critical administrative activities to ensure client operational excellence. These include regulatory on-boarding, security management, credit management and product sales and support throughout the lifecycle of client relationships. He/she works closely with Credit, Compliance, Operations, Financial Crime and the coverage teams to ensure high quality service for clients.

• Manage, give clear guidance and ensure the ARM team are skilled to manage their client profiles

• Ensure all client-facing operations meet Service Level Agreements (SLAs), lead root cause analysis on recurring issues, and drive continuous improvements in service delivery.

• Support ARM teams in mapping client decision-makers, enhancing engagement strategies, and conducting regular strategic client visits to build deeper, long-term relationships.

• Organize targeted training for ARMs on soft skills, product knowledge, and handling complex scenarios, while reviewing client interactions for consistency and quality.

• Oversee the end-to-end onboarding process for a seamless client experience, act as the escalation point for high-priority complaints and ensure thorough issue documentation and resolution.

• Establish feedback loops across clients and internal teams, identify service gaps, and implement proactive strategies to improve client satisfaction and retention.

• Leverage on client service interactions to identify and initiate new sales opportunities, enhancing revenue growth through relationship-driven insights.

• Manage and Coordinate the process the ARMs are involved in the KYC process. Create the right relations with MLRO and Compliance to ensure that stumbling blocks are discussed and made commercial.

• Act as the key liaison between Clients, KYC, Product, Compliance, and Legal teams to ensure regulatory-compliant onboarding.

• Coach and manage ARMs, driving salesforce adoption and improving portfolio and income analysis skills.

• Lead process improvements and key initiatives focused on income leakage prevention, SLA adherence, and complaint management.

• Coordinate all post-sanction activities, including documentation, preparation, validation and execution of conditions precedent (CPs), security perfection and registration of Internal system updates (e.g., limits set-up).

• Drive workflow from sanction to disbursement, ensuring timely completion and maintenance of full audit trail.

• Follow-Up on outstanding securities through tracking all incomplete or pending security documentation i.e. Liaise with internal (legal, credit) and external (borrowers, solicitors) parties and maintain outstanding security logs and update closure timelines.

• Monitor ongoing compliance with financial covenants post-disbursal through coordination with Relationship Managers (RMs) and Sector Head for submission of financials. Flag and escalate covenant breaches and assist in remediation planning.

• Monitor and manage client exposures to ensure they stay within approved transactional and credit limits. Promptly address breaches to mitigate financial and reputational risk. Document and escalate excesses in line with policy (e.g., tolerance thresholds). Liaise with Risk and Sector Heads to take corrective actions.

• Lead process improvements and key initiatives focused on income leakage prevention, SLA adherence, and complaint management.

• Build and maintain a high-performing team through ongoing performance discussions, coaching, and finalizing Personal Development Plans (PDPs).

• Foster a culture of ownership, initiative, and accountability.

• Conduct training needs analysis and establish succession plans. Ensure a pipeline of capable talent is in place.undefined

• Bachelor’s degree in Business Administration, Sales & Marketing, International Business or related field from an accredited University

• Master’s degree in a related field is an added advantage

• 5 years working experience in a similar role preferably in a financial institution.

• Strong knowledge of credit & operational procedures, financial analysis, and associated credit risks.

• Well-versed in risk management and regulatory compliance

• A thorough knowledge of the bank's internal departments, systems & procedures as well as risk & rigour requirements

• Proven ability in sales and negotiations, with a focus on customer excellence.

• Skilled at influencing stakeholders across all levels and maintaining strong client relationships.

• Excellent planning & organization skills

• Very strong communication skills, both verbal and written

• Persuading and influencing

• Adapting and responding to change

• Networking

• Presentation skills