What is the Manager – Client Care role?

The Manager – Client Care is a branch leader dedicated to the client experience and responsible for the business performance of the branch service team. The person in this role coaches the frontline staff and develops their skills and productivity through focused sales management routines. They engage in light sales, provide limit increases on overdrafts and credit products, and help the service team with the sales referral process. As the centre of expertise and with overall accountability for client satisfaction, they also provide leadership in problem resolution. In some branches and banks, this role has a stronger sales focus. To be successful in such cases, the manager works with a team of service and sales employees to develop existing and new business opportunities. The Manager – Client Care (or Manager Customer Service & Sales) reports to the Branch Manager.

Typically, a person enters this role with 1 to 2 years of experience and an undergraduate university or college degree. They should have leadership and management experience in the financial industry and a strong understanding of, and management ability in, operational policies. They may have started as a Senior Customer Service Representative, Branch Operations Officer, or Senior Personal Banker before taking on this role. The typical age range is 24 to 34. The Manager Client Care typically progresses to a Branch Manager role.

What are the responsibilities of this role?

  • Customer experience
    • Leading, coaching and modelling exceptional service at every customer interaction
    • Applying a continuous improvement approach to deliver a satisfactory overall client experience in the branch
  • Compliance and operations
    • Ensuring that staff know and comply with bank and industry codes of conduct as well as securities laws and regulations
    • Ensuring that staff understand and apply bank and branch operating policies and procedures
  • Human Resources
    • Developing and managing the service team by recruiting, training, coaching and recognizing employees
    • Leading the performance management process and supporting employees in their personal and professional development through learning maps and external courses
  • Performance Management
    • Meeting and exceeding branch business objectives by executing the branch business plan
    • Coaching the team to deliver on branch business objectives by meeting and exceeding individual sales and referral goals
  • Sales
    • Taking responsibility for some aspects of sales, according to the requirements of their role

What are the alternate names for this role?

Assistant Bank Manager

What is the earning potential for this role?

Avg Salaries from Canadian job sites

What are the required & recommended credentials and courses?

Below are the courses and credentials required and/or recommended for this career.

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