Commercial Support Manager

Lead and manage a team of service staff to provide first-level support to customer facing staff, taking responsibility for CIBG customer maintenance and merchant account opening requests in line with SLAs and agreed standards in order to achieve customer experience objectives
Responsibilities
Customer experience management
Supervise and manage customer maintenance requests, support customer inquiries/complaints, communicate service metrics, monitor and analyze results and implement changes, and conduct periodic checks in order to meet/exceed customer expectations and service standards and achieve quarterly improvement in NPS scores
Ensure all RM sites are adequately covered by the support team, based on workload and requirements from the front-end team to ensure SLAs, response times and service standards are met
Financial analysis and credit evaluation
Supervise and manage the team that supports RMs in gathering the required information and documentation in order to analyze clients’ financial health and needs as well as their industries/markets on a regular basis
Under the supervision of Review Managers, support technical operations in the system during the credit process (ex: raising memos and completing reviews) to ensure response times and other service metrics are met in line with valid SOPs and policies
Sales support
Use available data to educate customers about access options and identify cross-selling opportunities in order to deepen customer relationships and support sales revenue generation for the bank
Educating customers on the use of applications and digital channels, in line with the bank’s strategy and objectives in order to increase their use.