Commercial Services Manager

Description

Summary:

The Commercial Services Manager drives results through leadership of a team of professional service colleagues supporting assigned commercial verticals and portfolio. This role utilizes extensive knowledge of Commercial products and verticals to manage a team of first line service colleagues responsible for critical customer-facing activities, documentation, and servicing needs of Commercial customers. This position is responsible for decision-making and influence (sales, service, risk, customer experience), complexity of relationships, product and problem resolution, colleague leadership, and establishment of procedures, job aids and policies within Commercial Services.

They are responsible for the development, training, colleague evaluations, assigning work and supervision of multiple direct reports and navigating through complex situations and “gray areas”. The Commercial Services Manager leads the implementation of process improvements and the establishment of new procedures and technology.

Duties and Responsibilities:

• Provides leadership, oversight, and day-to-day management of teams performance through utilization of available reporting and extensive knowledge of Commercial products and verticals; making decisions to ensure policies and procedures are being followed consistently and accurately.

• Serves as back-up to senior Services manager and participates in management team; assists with resource planning, project management, training and documentation for the group; drives and manages the processes and resources utilized by the team and the quality of team results

• Responsible for risk management; quick identification and action to mitigate losses and reputation risk; oversight of controls, policies and procedures.

• Partners closely with Sales and business leaders to enhance customer experience and deal team execution. Develops and maintains positive relationships with business partners, customers, and third parties; participates in customer calls and events as required.

• Drives team performance and productivity, with data-driven analysis and ownership of key results metrics

• Owns, facilitates, and/or meaningful participation and leadership in strategic projects, representing Commercial customer and colleague voice to proposed changes.

• Handles complex situations by facilitating resolutions and/or supporting complex onboarding, depository accounts, customer digital platforms, products, credit structure and funds movement as appropriate.

• Demonstrates and maintains advanced knowledge of Commercial products, services, systems, and related technology to enhance relationship management and team knowledge; proposing solutions for complex and evolving Commercial portfolio.

• Demonstrates strong leadership in building and maintaining individual development and category of one team dynamic.

• Promote and adopt change management and culture for colleague and customer experience.

• Performs other duties as assigned.

Basic Qualifications:

• Bachelor’s Degree

• 7+ years of Commercial Banking experience in customer/sales support, deposits, loans, operations, and/or regulatory

Preferred Qualifications:

• Strong ability to facilitate and negotiate.

• Enhanced critical thinking and analytical skills.

• Adaptable to change with proven ability to lead continuous improvement efforts and identify/correct process deficiencies in procedures, regulations, or industry practices to ensure ongoing effectiveness in the role.

• Proven leadership and mentoring capabilities

• Excellence in providing thoughtful, executable plans and solutions to internal partners/customers and explaining the “why”.

• Demonstrates confidence, assertiveness, advanced professionalism, with the ability to build relationships, collaborate and interact with all levels within the organization and across teams.

• Excellent written and verbal communication skills, including grammar and demeanor.

• Ability to work in a fast-paced environment.

• Proficient use of Microsoft Office and other digital resources

• Excellence in customer service, highly motivated, focused and goal oriented

• Strong organizational skills with attention to detail, planning and follow-up

• Ability to work…