Specialist, Client Experience

About the role

The Specialist, Client Experience will supervise day‑to‑day client services for an assigned portfolio, ensuring operational performance meets targets, quality standards and delivers excellent service. This role sits at the intersection of service management and banking operations, driving client satisfaction and retention.

Key responsibilities

• Oversee daily client service activities for a portfolio of customers.
• Monitor and report on performance against service level agreements, quality metrics and business targets.
• Resolve complex client issues by coordinating with multiple internal stakeholders.
• Maintain up‑to‑date knowledge of banking products, channels and relevant industry trends.
• Support client relationship initiatives to improve retention and overall experience.

Required profile

• Diploma in Business Commerce, Consumer Services or a related field.
• 5‑7 years of experience in service management or operations, preferably within banking or financial services.
• Proven ability to manage complex client service issues and interact across functional teams.
• Strong understanding of banking processes, products and relevant industry sectors.

Required skills

• Banking Process & Procedures
• Business Administration
• Client Knowledge
• Client Relationship Management
• Client Retention

What we offer

• Opportunity to work within a dynamic banking environment.
• Professional development and exposure to a broad range of financial products.
• Collaborative team culture focused on delivering superior client experiences.