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Wealth Support Manager

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    5 months ago

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Wealth Support Manager

Reporting to the Head of Investment Network, the selected candidate will lead a team of Customer Support Officers to provide quality customer service that is in line with the Bank's strategy. The selected candidate will be accountable for ensuring a high level of customer satisfaction and retention whilst being responsible for leading sales and service initiatives including customer on-boarding, cross-selling opportunities and customer support

Duties and responsibilities

  • Leading and managing the Wealth and Customer Support team to guide customers towards the appropriate delivery channels including digital services, wealth management and high net worth services

  • Guiding team members towards providing a good level of customer service, generating leads, booking of appointments, cross-selling and handling customer enquiries

  • Ensuring that customer communication is dealt with in a timely manner, meets high quality standards and is in line with regulatory and legal requirements

  • Processing online banking applications and analysing the online customer lifecycle to improve customer experience, transaction processing and web support

  • Analysing current performance trends to identify inefficiencies and related solutions

  • Monitoring the team's performance in line with set KPIs related to service level, lead generation, appointment booking and cross-selling

  • Coordinating the processing of various tasks including but not limited to data remediation, inheritance settlements, handling of risk and compliance reports

  • Ensuring that current processes are in line with legislation and internal standards whilst keeping the department's procedures up to date

Required knowledge, skills and experience

  • Bachelor's Degree in Management, Banking or equivalent in technical knowledge and skills

  • A minimum of 5 years' experience in a similar position within the banking or financial services industry

  • Proficiency in Microsoft Excel, Word and PowerPoint

  • Excellent written and verbal communication skills in both Maltese and English