Job description

The Head of Client Service Unit – Private Banking is a leadership role within the Private Banking division, reporting directly to the Head of Private Banking. The role is responsible for managing and leading a team of Customer Service Managers who are aligned to Relationship Managers and their respective client portfolios. The position acts as a central interface between the Client Service Unit and multiple internal departments including Products, Operations, Credit, Contact Center, and Digital Squads covering Wealth, Mobile Banking, and Online Banking to ensure a seamless and efficient private banking client experience. The role focuses on driving operational efficiency by managing turnaround time (TAT), reducing errors, and implementing appropriate process controls. It ensures timely and accurate KYC updates for all clients, maintains and governs all Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and process documentation, and oversees the regular updating of all forms, collaterals, and stationeries in both physical and digital formats. The Head of Client Service Unit owns the end-to-end client experience for the Private Bank, managing digital client journeys through Face App and EDMS, driving digitization of manual processes, handling client complaints, Net Promoter Score (NPS) outcomes, and customer surveys in coordination with the Retail Bank’s Customer Experience team. The role also involves close collaboration with Governance and Audit teams on onboarding, KYC, client experience management, and operational risk controls, while driving cross-sell initiatives through Customer Service Managers for deposit acquisition, foreign exchange, and other strategic focus areas.