Manager - Client- Virtual Concierge

Business Banking-Client Manager- VIRTUAL CONCIERGE

The Client manager is responsible for maintaining first-in class service levels for their business bankers and business banking clients, and all aspect s of operational integrity. Provide the motivation and direction to colleagues to achieve exemplary service levels when working with or for the client in problem resolution Support internal sales activities including developing product knowledge with their team, and train/lead the sales/service team to recognize referral and sales opportunities and making appropriate product/service recommendations on a consistent basis.

Working with internal sales/service team, will also support and business banker in building and maintaining their client relationships including making joint client calls as needed. Provide expertise in risk management and loss prevention policies and procedures. Ensure regulatory compliance and colleague adherence to CNB policies and procedures are being met.

• COLLEAGUE MANAGEMENT
• Proactively guides colleagues and teams to achieve results, accurately assesses strengths and develops needs of colleagues; provides feedback, mentoring, helpful counsel and opportunities for development to help colleagues achieve their full potential. Ensures products and sales/services training is completed to provide clients with appropriate solutions. Responsible for managing and conducting annual reviews for the internal sales/service team.
• CLIENT SERVICE
• Acts as a champion for clients and colleagues providing exemplary service. Partners with CNB colleagues in all divisions of the bank to support client retention objectives and proactively promotes solutions appropriate to clients.
• SALES MANAGEMENT & SUPPORT
• Supports sales/service colleagues, RM's, and managers in building and maintaining client relationships. Works with business partners to deliver solutions in order to maintain and grow client relationships. Recognizes and recommends cross-selling opportunities to maximize banking office profitability. Leads and manages internal sales process including outbound calling efforts, client site visits, create opportunities with existing portfolio and works with internal partners for new opportunities.
• OPERATIONS
• Is the expert in risk management and loss prevention. Completes, monitors and audits certifications and operational reviews. Ensures regulatory compliance and effectively communicates and implements changes to policy and procedure.
• Competencies
• BUILDING EFFECTIVE TEAMS
• Blends people into teams when needed: creates strong morale and spirit in his/her team: shares wins and successes fosters open dialogue; lets people finish and be responsible for their work, defines success in terms of the whole team; creates a feeling of belonging in the team.
• CLIENT FOCUS
• Is dedicated to meeting the expectations and requirements of internal and external clients; gets first-hand client information and uses it for improvements in products and services; acts with clients in mind; establishes and maintains effective relationships with clients and gains their trust and respect.
• DEALING WITH AMBIGUITY
• Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can manage risk.
• DECISION QUALITY
• Makes good decisions based upon a mixture of analysis, wisdom, experience, and judgment sought out by others for advice and solutions.
• DIRECTING OTHERS
• Is good at establishing clear directions; sets stretching objectives; distributes workflow appropriately; lays out work in well-planned and organized manner; maintains two-way dialogue with others on work results; brings out the best in people; is a clear communicator.
• INTERPERSONAL SAVVY
• Relates well to all kinds of people, up, down and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• MANAGERIAL COURAGE
• Doesn’t hold back anything that needs to be said; provides current, direct,…