Client Support Manager

My client is a leading digital bank in the region. They are looking for an exceptional Client Support Manager to support their growing team.

Key Responsibilities

Provide onboarding assistance to newly acquired corporate clients, ensuring a smooth transition into the bank’s digital ecosystem.
Offer personalized, step-by-step guidance on the setup and usage of digital platforms such as Corporate Internet Banking, Mobile Banking, Payment Gateways, and related applications.
Conduct orientation sessions, and system walkthroughs to familiarize clients with platform features, security protocols, and transaction workflows.
Provide hands-on technical assistance to clients encountering system or application issues, coordinating with IT and Operations teams to ensure timely resolution.
Support clients with routine service requests such as account modifications, channel activations, user credential resets, contact detail updates, and transaction troubleshooting.
Monitor service turnaround times (TATs) and adherence to internal Service Level Agreements (SLAs) to ensure consistent, high-quality client service delivery.
Log, track, and escalate client complaints in line with the bank’s grievance redressal and escalation protocols.
Conduct periodic client follow-ups to evaluate satisfaction levels, gather feedback, and identify opportunities to enhance digital system performance and user experience.
Assist in the preparation of management information reports (MIS) related to onboarding activities, service turnaround times, issue resolution, and client satisfaction metrics.

Qualifications & Experience

Bachelor’s degree in business administration, Finance, Information Technology, or a related discipline.
5-7 years of experience in corporate client servicing, digital onboarding, or system/application support within the banking or financial services industry.
Strong understanding of digital banking platforms, corporate payment systems, and client servicing workflows.
Excellent communication, interpersonal, and problem-solving skills.
Proficiency in MS Office and experience with CRM or ticketing systems preferred.

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