Sally Zaafran

Wholesale client services teamleaderFull Time

• Job Details:Optimally managing and having accountability for the team’s volume of case completions whilst maintaining quality and compliance at all times. Providing subject matter expertise (SME), guidance and support the team, Relationship managers and other commercial banking and Global banking colleagues to effectively manage, escalating where appropriate to Financial Crime Compliance (FCC); Encouraging the effective and efficient use of the digital tools available for case management, providing feedback on technological improvements and ‘best in class’ production management and resolving issues as necessary; Ensuring a consistently high-quality and professional customer experience at all times, supporting a culture of client-centricity; Using MI to identify performance trends, interpreting outcomes to address areas of concern and ensure enhancements are made to optimize performance. Monitor customer feedback/complaints and leverage the opportunity to improve the customer experience;