
Bank ABC
Customer Services & Implementation Management Team Leader
- Permanent
- Manama, Bahrain
- Experience 10 - 15 yrs
Job expiry date: 12/03/2026
Job overview
Date posted
26/01/2026
Location
Manama, Bahrain
Salary
Undisclosed
Compensation
Comprehensive package
Experience
10 - 15 yrs
Seniority
Senior & Lead
Qualification
Bachelors degree
Expiration date
12/03/2026
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.
Required skills
Key responsibilities
- Lead the Customer Services & Implementation Management team for Cash Management, Trade Finance, and Supply Chain Finance products
- Define and implement workflows, service level agreements (SLAs), and training programs for client implementation and customer service support
- Collaborate with product management and sales teams to ensure smooth implementation and high-quality customer service
- Ensure effective integration of supporting tools such as CRM, chatbots, on-demand training, and content management platforms
- Forecast and hire necessary team resources according to business workload
- Continuously monitor, measure, and improve the implementation process to ensure client satisfaction
- Work closely with multiple countries to define standards and oversee the migration from legacy platforms
- Document customer journeys, touchpoints, inputs, outputs, risks, and KPIs
- Manage priorities, stakeholders, and adapt to changing requirements to deliver on time, within budget, and to satisfaction of all stakeholders
Experience & skills
- Minimum of 10 years of experience in transaction banking, specifically Cash Management, Trade Finance, and Supply Chain Finance
- Bachelor's degree in Business Administration, Finance, or related field; PMI Certification a plus
- Strong leadership skills with proven team management and delegation capabilities
- Excellent project management and organizational skills
- Strong communication and interpersonal skills
- Ability to work in a fast-paced environment and adapt to changing requirements
- Strong analytical and problem-solving abilities
- Excellent time management and prioritization skills
- Strong attention to detail and accuracy
- Proven ability to manage teams and delegate tasks effectively
- Strong customer service focus
- Proven ability to work well under pressure and meet tight deadlines
- Positive, proactive, and results-oriented attitude
- Strong work ethic and ability to work independently
- Ability to think strategically and make sound business decisions
- Strong understanding of digital transformation and integration of supporting tools such as CRM, chatbots, on-demand training, and content management tools
- Arabic and/or French language skills a plus