Head of Dedicated Client Delivery – Corporate and Investment Banking

Summary:   Client Lifecycle Management, “CLM”, supports the end-to-end client journey, from pre-onboarding activities through onboarding, product fulfillment, and ongoing servicing of day-to-day customer requirements.  The CLM client delivery team provides a high level of support to clients and relationship managers and acts as the customers' main point of contact for account and/or product issues, partnering with internal teams to resolve ad-hoc client inquiries, facilitating customer onboarding, due diligence, proactive outreach, and other associated risk management matters to ensure regulatory and company requirements are met.

The Head of Dedicated Client Delivery is a new position for CIB Client Lifecyle Management.  The incumbent will lead a newly formed team of managers and experienced individual contributors focused on providing relationship-aligned support for CIB’s established relationships with continuous support needs.  Dedicated Client Delivery seeks to enhance customer loyalty and relationship experience through a dedicated engagement model while continuing to optimize the way we deliver the firm to them.  The team relies on deep client and industry knowledge and offers full end-to-end ownership of the client experience.

In this role, you will:

• Lead the build of a dedicated client delivery team responsible for the ongoing needs of Corporate & Investment Banking’s established relationships
• Partner with CIB Client Delivery leadership to reimagine and optimize the Client Delivery function  
• Successfully implement and manage the new organizational model for dedicated client delivery
• Continue to evolve the dedicated client delivery concept over time through ongoing and proactive client engagement and partnership with Banking, CRE, and Markets leaders and Business Managers
• Manage and develop specialized teams of managers and professional individual contributors within the Client Delivery function for Corporate & Investment Banking
• Develop and guide a culture of talent development to meet business objectives and strategy
• Participate in the identification and maximization of growth opportunities, including on-site calls with Relationship Managers as requested
• Identify opportunities and strategies for process improvement and risk control development
• Interpret and uphold policies and procedures to effectively interact and negotiate with management, teams, and customers
• Collaborate and influence all levels of professionals, including more experienced managers
• Manage allocation of people and financial resources to ensure commitments are met and align with strategic objectives of Client Lifecycle Management

Required Qualifications:

• 8+ years of Relationship Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4+ years of management experience
   

Desired Qualifications:

• 8+ years of experience in client relationship management and/or portfolio management preferred within Capital Markets and Corporate Investment Banking
• 4+ years of experience in managing teams located in other geographies.
• Experience managing a team of 100+ employees  and responsible for annual reviews, hiring and staffing initiatives with a track record of building and optimizing teams
• Proven track record of transformational leadership; ability to articulate a clear vision for the team, inspire and motivate employees, guide employees through periods of change, and create a sense of ownership and accountability. 
• Proven client-centric approach and ability to build and maintain successful relationships with all levels of the client organization as well as with key internal partners.
• Experience upscaling and development of strong team culture
• Experience managing CIB’s larger portfolios of clients.
• Knowledge of other CIB products withing Markets, Investment Banking, and CRE
• Able to adjust to new situations, approaches, and ideas, respond to unexpected challenges, pivot when necessary, and adjust plans and strategies as needed
• Ability to interact with all levels of an organization and excellent verbal, written, and interpersonal communication skills
• Strong organizational, multi-tasking, and prioritizing skills 
• Proven track record of identifying, assessing, and managing operational risk and implementing the necessary controls to mitigate operational risks that arise

Job Expectations:

• Travel up to 10%

Pay Range
 

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. Th