Custody Client Services Lead

Brown Brothers Harriman; Kraków; Hybrid; PLN 150,000 - 230,000; Full time

Benefits offered by this job

Private medical care

Life Insurance

Employee Assistance Program

Training and qualification support

Wellbeing program

Social fund platform

Culture and community events

Onboarding program

Job summary

Brown Brothers Harriman (BBH) in Kraków is seeking a Client Service Supervisor in Custody to oversee daily client support and lead a high-performing team. You will be the trusted point of contact for complex client matters, owning relationships and ensuring timely, accurate communication.

You will guide team members, manage priorities, delegate work, and drive improvements in processes, service quality, and controls.

Qualifications

• Bachelor’s degree (or equivalent experience) and 3+ years in custody or financial services.
• Experience in a client-facing role, fluent English (C1), and prior leadership or people-support experience is an advantage.

Responsibilities

• Own client relationships and ensure a high-quality client experience.
• Lead complex client interactions, escalations, and relationship development.
• Lead, coach, and develop team members while promoting collaboration.
• Delegate work, monitor performance, and ensure accountability for results.
• Oversee resolution of client and operational issues, including high-risk cases.
• Ensure quality service delivery through strong controls and best practices.
• Manage team priorities across clients and deliverables.
• Make informed decisions in complex situations and communicate them clearly.
• Identify and manage operational risks, control gaps, and escalations.
• Promote adherence to procedures and proactive risk mitigation.
• Partner with stakeholders to improve client outcomes and service quality.
• Lead process improvements while maintaining effective day-to-day operations.

Skills

Client servicing

Stakeholder management

Escalations

Decision making

Problem solving

Collaboration

Education

Bachelor’s degree or equivalent

Job description

Brown Brothers Harriman (BBH) in Kraków is seeking a Client Service Supervisor in Custody to oversee daily client support and lead a high-performing team. You will be the trusted point of contact for complex client matters, owning relationships and ensuring timely, accurate communication.

You will guide team members, manage priorities, delegate work, and drive improvements in processes, service quality, and controls.