Customer Services - Unit Manager - PCG CS - West

o Develop and implement a client service strategy aligned with business goals. o Collaborate with key stakeholders (Wealth RMs, Bank Teams, Third Party Product Teams etc) to streamline service delivery o Drive automation and digital transformation initiatives to enhance customer experience o Responsible for end-to-end client service experience, ensuring timely and high-quality support. o Act as an escalation point for critical client issues, grievances, and high-value service requests o Implement proactive client engagement strategies and feedback mechanisms o Work with internal teams to enhance service efficiency and turnaround time (TAT). o Map customer-related processes and identify process gaps. Work with the respective teams to automate/re-engineer the processes. o Continuously optimize service delivery processes for efficiency and scalability o Provide regular reports to senior management on service trends, client concerns, and operational efficiency o Implement best practices in customer service to maintain a competitive edge o Ability to make decisions, think strategically and provide thought leadership to service these high profile clients o Proactively identify potential customer issues and drive mitigation measures o This role involves frequent interactions with Clients directly along with Business teams (Virtual as well as Physical meetings) o This role also involves frequent interactions with Management and Leadership team on servicing aspects

• Seniority: Mid Level
• Languages: English