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Wealth Support Manager

  • Location

    Malta

  • Sector:

  • Job Reference:

    MDT-1903

  • Published:

    5 months ago

  • Expiry:

    2020-05-28

  • Client Details:

    MeDirect

Unfortunately this job has now expired. However you can view all of our Live jobs here.

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