Job description

The Customer Services & Implementation Management Team Leader at Bank ABC in Bahrain is responsible for leading and creating the client implementation team for Cash Management, Trade Finance, and Supply Chain Finance products within the Group Transaction Banking Department. The role ensures successful implementation of these products by defining and implementing workflows, service level agreements (SLAs), training programs, customer service support scripts, and procedures. The leader will work closely with product management, sales teams, and other departments to tailor implementation processes to client requirements, oversee the integration of supporting tools such as CRM, chatbots, on-demand training, and content management systems, and ensure high-quality customer service delivery. The role includes forecasting and hiring resources, managing teams, tracking implementation pipelines, monitoring and continuously improving client implementation and customer service support, defining standards across multiple countries, and executing migration plans from legacy platforms. Key responsibilities also include documenting customer journeys, touchpoints, KPIs, and risks, while ensuring implementation and customer service support are delivered on time, within budget, and to stakeholder satisfaction.