Treasury Management Relationship Center Manager

Treasury Management Relationship Center Manager

The Treasury Management Relationship Center Manager oversees the TM Relationship Center site which includes a group of TM Representatives (TMR / Grade 28 30), and a group of TM Customer Analysts (TMCA / Grade 31-32). These roles respond to telephone, email, and fax inquiries from an international base of corporate customers and various internal departments on a national level, encompassing all lines of business and specialty industries. The Manager position serves as the primary contact for escalations from all lines of business in the respective markets and on a national basis. They represent TM Relationship Services on the strategic planning for various projects and customer-impacting initiatives with other lines of business and departments.

Position Responsibilities :

Partner with the Service Management Team to strategize on opportunities to deliver the best customer experience.

Provide team with appropriate tools, resources, access, or talking points to maximize first-call resolution and eliminate unnecessary escalations or issues.

Schedule appropriate Product demos and training sessions to ensure team is prepared for various initiatives to provide excellent service support.

Take ownership of escalated customer issues and follow through until resolved / or escalated.

Serve as a customer advocate by collaborating with operations, product, and the customer to find the balance between customer satisfaction and the Bank's interest.

Identify opportunities to improve internal process efficiencies, maximize capacity, and streamline workflow processes.

Review and analyze monthly KPM reports to identify trends and prepare monthly reports to summarize activity and make recommendations and implement ways to improve TMRC efficiency and productivity.

Interview, hire, coach and manage the Relationship Center team members, including TM Customer Analysts and TM Representatives.

Administer the Performance Management Process to establish individual performance plans, evaluate overall performance, assign performance ratings, and inspire development goals / opportunities.