Client Service Team Leader

At BBH we value diverse backgrounds, so if your experience looks a little different from what we've outlined and you think you can bring value to the role, we will still welcome your application!

What You Can Expect At BBH:

If you join BBH you will find a collaborative environment that enables you to step outside your role to add value wherever you can. You will have direct access to clients, information and experts across all business areas around the world. BBH will provide you with opportunities to grow your expertise, take on new challenges, and reinvent yourself—without leaving the firm. We encourage a culture of inclusion that values each employee’s unique perspective. We provide a high-quality benefits program emphasizing good health, financial security, and peace of mind. Ultimately we want you to have rewarding work with the flexibility to enjoy personal and family experiences at every career stage. Our BBH Cares program offers volunteer opportunities to give back to your community and help transform the lives of others.

This job is a senior position and a technical resource within the Client Service Team that works collaboratively with global colleagues to ensure an exceptional level of client service is met for our Japanese Trust Bank relationship. Client Service Team Leader (TL) directs client servicing team resources to achieve overall client satisfaction and serves as a point of escalation for complex issues. The individual is responsible for managing up to 3-5 team members.

RESPONSIBILITIES:

Control and Risk Management

• Oversee the day-to-day activities of direct reports.

• Ensure all client documentations are appropriately filed and kept current.

• Act as the primary point of escalation for Systems, Operations, and Risk/Control for any client related issues and proactively manage the resolution process with frequent updates and satisfaction measures.

• Review and discuss issues requiring escalation with Senior Management on regular basis.

• Interpret, review and revise guidelines and policies to enhance team effectiveness.

• Manage controls efficiently to alleviate any areas of potential risk.

Client Servicing and Inquiry Response

• Ensure service standards are shared with and understood by team members and all internal support groups (Operations, etc.).

• Provide filtering and escalation for client requests; Serve as an escalation point for client service issues and deliverables.

• Establish appropriate contacts within client organizations and internal departments.

• Work closely with Client Service Managers and Relationship Managers to stay abreast of client goals and identify opportunities to expand client relationships.

• Build overall credibility and foster trust with clients.

Leadership and Staff Supervision

• Promote a cohesive team atmosphere through exhibiting strong leadership, effective communication, professionalism, and development of individual career paths.

• Participate in interview and selection process for job applicants.

• Oversee and ensure training and cross training of direct reports on relevant job functions to develop breadth and depth of knowledge.

• Participate in inter-departmental and cross Line of Business Project teams.

• Complete and oversee the completion of the BBH annual performance review process.

• Provide ongoing feedback and coaching to staff to improve individual and team performance. Manage performance issues and disciplinary process for employees falling below set expectations.

Technology / Productivity/ Innovation

• Review and streamline functional tasks for maximum efficiency.

• Realize team efficiencies through increased automation and organize workflows.

• Lead and assist in implementing the coordination of new business and product implementations and conversions.

REQUIREMENTS:

• BS/BA degree

• 7+ years of related industry experience

• 4+ years’ prior supervisory experience

• Strong written and verbal bilingual communication skills including the ability to lead conversation with peers from Operations under high pressure from time sensitivity and economic impact

• Bilingual – Japanese and English

• Ability to initiate, plan and follow through projects to completion

• Exceptional client service skills

• Strong aptitude for numbers, accuracy, and organization

• Strong interpersonal and relationship management skills including the ability to build internal relationships toward managing client needs

• Creative problem-solving skills including the ability to identify, recommend and implement solutions

• Strategic mindset

• Project management skills and experience

• IT fluency