ob Description:
Commercial Banking (CB) serves more than 30,000 clients, including corporations, municipalities, financial institutions, and not-for-profit entities with annual revenues generally ranging from $20 million to $2 billion. The Firm's broad platform positions the Commercial Bank to deliver extensive product capabilities - lending, treasury services, investment banking, and asset management - to meet our clients' domestic and international financial needs.
The mission of the CB Client Experience Office is to build a best-in-class experience for CB clients. The Project Manager for CB Client Experience will be a key contributor to understanding, analyzing, and executing opportunities that can materially improve how the CB interacts with its clients.
The focus of this role will be analyzing and delivering insights based on key client experience impacting metrics, events and client complaints to help CB leaders understand a holistic view of the client experience and opportunities to improve. This hands-on role will also look across all CB businesses, meet with key leaders, and ensure critical client experience pain points are evaluated; including, but not limited to, technology, process work flow, regulatory controls and client communications across multiple channels.
Responsibilities:
• Reporting and analysis, which requires Excel expertise and knowledge of SharePoint.
• Understand and synthesize large data sets into actionable insights.
• Understand and analyze current client touch points as well as changes that would impact clients.
• Lead, or support, governance meetings, as appropriate (e.g., steering committees, work groups etc.).
• Execute select client experience projects, including analysis of problem issues and complaints across the client lifecycle.
• Creation and delivery of presentations, which requires Word and PitchPro expertise.
• Provide strategic advice to ensure that we have a current competitive perspective on superior client experience delivery within and outside the financial industry.
• Acting as a champion to ensure that employees are appropriately empowered to take action to remedy issues.
• Identify outside perspectives and best practices from industry peers, other companies and internal businesses.
Qualifications:
• Excellent quantitative skills, ability to work and to compose metrics.
• Understanding research and developing insights.
• Ability to analyze complex issues and processes to identify gaps and recommend solutions.
• Change management, strategic initiatives, research analytics and/or business process integration experience.
• Minimum 8 years experience leading projects, developing processes and procedures ideally in a Commercial Banking or Corporate and Investment Bank (including Treasury Services) environment. Experience in a client-facing role (e.g. Relationship Manager), or in a Client Experience role, a plus.
• Intellectual curiosity and evidence of leadership and initiative; self-motivated, results-oriented.
• Passion to serve clients and desire to drive customer satisfaction.
• Experience managing projects from concept through implementation in a geographically dispersed environment.
• Proven ability to effectively manage and influence dialogue, particularly with senior counterparts.
• Excellent interpersonal skills and ability to create partnerships with remote contacts.
• Excellent verbal, written and presentation skills with unwavering attention to detail and sense of urgency.
• Effective use of written presentations with all levels of management across lines of business.
• Excellent time management, organizational planning and follow up skills.
• Ability to multitask, work well under pressure and prioritize work to meet deadlines; able to thrive in a dynamic environment.
• Adeptness working with large data sets, managing data files and ensuring accuracy.
• Proficiency with Excel, PitchPro, SharePoint, Visio and Word.
• Bachelor’s degree required.
• Location preference New York.
Community Expectations | Privacy Policy
© 2020 CXPA All rights reserved