Customer Service Supervisor - banking/ payments

Náplň práce, právomoci a zodpovednosti:

The Customer Service Supervisor leads a team of Relationship Managers who deliver exceptional, high-touch service to our premium and ultra-high-net-worth clientele. This role ensures operational excellence, team performance, and the consistent delivery of service aligned with our premium standards. The ideal candidate brings solid experience in private banking or payments, with a proven ability to manage teams in a fast-paced, service-driven environment.

Job Responsibilities

Team Leadership & Service Excellence

• Supervise, mentor, and develop a team of Relationship Managers, ensuring exceptional service delivery and full alignment with premium client standards.

• Oversee the onboarding process for new clients, ensuring all documentation, KYC, and due diligence requirements are met in compliance with regulatory and internal policies.

• Work closely with Compliance and Operations to mitigate onboarding risks, enhance process efficiency, and uphold the highest standards of data integrity.

• Oversee the processing of high-value and complex client payments and transfers, ensuring accuracy, timeliness, and adherence to security protocols.

• Ensure Relationship Managers are fully trained in payment systems, internal procedures, and client confidentiality practices.

• Act as the escalation point for complex or sensitive client matters, ensuring timely and effective resolution while maintaining discretion and client confidence.

• Establish and monitor service level standards to guarantee responsiveness, professionalism, and operational excellence across the team.

• Coordinate with internal departments to resolve operational, technical, or transactional issues impacting clients.

• Review service data, client feedback, and performance analytics to identify trends, service gaps, and training needs, implementing improvements accordingly.

• Ensure all team members consistently demonstrate integrity, professionalism, and a luxury-level client focus in every interaction.

Client Relationship Management

• Serve as the dedicated point of contact for assigned clients and partners, ensuring continuity of service, satisfaction, and long-term loyalty throughout the client lifecycle.

• Deliver an exceptional, high-touch experience, handling each request with discretion, urgency, and meticulous attention to detail across financial and lifestyle services.

• Maintain proactive, ongoing communication with clients to anticipate needs, address inquiries, and identify opportunities for tailored solutions or cross-selling.

• Oversee the daily servicing of client accounts, including card management, transaction reviews, and account performance monitoring to ensure seamless and precise execution.

• Act as a liaison between clients and internal teams, coordinating bespoke requests and ensuring timely, accurate delivery.

• Analyze client behavior, usage trends, and feedback to identify service opportunities and refine engagement strategies.

• Support the rollout and testing of new offerings, platforms, and initiatives, ensuring readiness and flawless client experience at launch.

• Maintain detailed and compliant client records, documentation, and reporting in line with audit and regulatory requirements.

• Demonstrate consistent professionalism, reliability, and flexibility—remaining available beyond standard hours for urgent or high-priority client requests.

Zamestnanecké výhody, benefity:

• ​Be part of one of the most prestigious international companies, known for delivering exceptional service and luxury experiences to high-net-worth clients around the world for 30 years.
  
• We are committed to your professional growth. With simple opportunities for advancement, you’ll have the support to develop your skills and progress in your career. 
  
• ​25 days of paid vacation to relax and recharge.
  
• Get special discounts on flights and hotel bookings for your personal vacations.
  
• We’re a dog-friendly office! If you’re a dog lover, feel free to bring your furry friend along for a fun and relaxed office vibe.
  
• We love to celebrate with making/ bringing good food to the office, BBQ at the balcony or go together to great restaurants.

Informácie o výberovom konaní:
Please send your CV in English only. All other CVs will be automatically rejected.

Požiadavky na zamestnanca:

• Proven leadership experience within private banking, wealth management, or premium payments environment.
• Strong understanding of financial products, regulatory standards (AML/KYC), and client lifecycle management.
• Excellent communication, mentoring, and problem-solving skills.
• High emotional intelligence, discretion, and an unwavering commitment to service excellence.
• Flexible and responsive to time-sensitive or out-of-hours client needs.
  
• ​Proficiency in English at Level C (speaking, writing, reading), with additional language skills considered advantageous.​