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