VP

JAC Recruitment; New York (NY); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Job summary

JAC Recruitment is seeking a VP - Customer Support Team Lead in New York, NY. You will lead the day-to-day technical and operational support for transaction banking clients, overseeing service delivery, training, inquiries, and incident coordination.

Ideal candidates bring seven+ years in client service within financial services, strong leadership, and deep knowledge of cash management, payments, and onboarding across digital channels.

Qualifications

• Bachelor's degree or equivalent relevant education.
• Minimum seven years of experience in transaction banking client service or related financial services functions.
• Demonstrated experience leading teams within a client-service environment.
• Strong working knowledge across transaction banking products and client onboarding.

Responsibilities

• Lead and manage the Customer Support team to handle inquiries, escalations, and service delivery.
• Oversee accurate and timely client support for online channels and services.
• Coordinate onboarding, client communications, and demonstrations for supported products and services.
• Lead incident response during disruptions and manage complex client issues.
• Communicate status updates, action plans, and resolutions during incidents.
• Monitor case aging, recurring issues, and client reporting requirements.
• Drive root-cause analysis, standardization, and process improvements.
• Maintain procedures, access controls, records, and escalation protocols.

Skills

Leadership

Client service

Team management

Communication

Stakeholder management

Problem solving

Strategic planning

Travel flexibility

Education

Bachelor's degree

Tools

Microsoft 365

Job description

Position Title

VP - Customer Support Team Lead

Position Summary

In this position, you will lead the Customer Support team responsible for the day-to-day technical and operational support of clients using transaction banking products and online channels, overseeing service delivery, client training, inquiry and escalation management, incident coordination, reporting, controls, workload allocation, and continuous improvement initiatives while partnering with cross-functional stakeholders to ensure timely and consistent client outcomes

Responsibilities

• Manage inquiry volumes, open cases, training requests, escalations, recurring issues, workload allocation, and service delivery against established service standards
• Oversee the delivery of accurate and timely client support for applicable online channels and services
• Manage client demonstrations, onboarding assistance, and client communications related to supported products and services
• Lead coordination efforts during service disruptions, operational incidents, suspected fraud matters, and complex client issues
• Ensure clear communication of status updates, action plans, and resolution activities during incidents and escalation events
• Monitor case aging, response quality, recurring issues, and client reporting requirements
• Lead root-cause analysis and drive standardization, automation, and service improvement initiatives
• Maintain effective procedures, evidence, access-administration controls, records, escalation protocols, and ensure the timely remediation of identified issues
• Establish team priorities and individual objectives
• Set priorities and individual objectives, coach team members, review quality, manage capacity, and support performance and development discussions

Qualifications

• Bachelor's degree or equivalent relevant education
• Minimum seven years of experience in transaction banking client service, treasury services, cash management operations, implementation, onboarding, or related financial services functions
• Demonstrated experience leading teams within a client-service environment
• Strong working knowledge across transaction banking products, including cash management, payments, collections, liquidity, deposits, trade finance, commercial card, digital channels, account services, and client onboarding
• Demonstrated experience managing client-service professionals, allocating work, coaching team members, and handling complex corporate-client escalations
• Strong communication, judgment, prioritization, analytical, problem-solving, conflict-resolution, and cross-functional coordination skills
• Proficiency in Microsoft 365
• Familiarity with service-management, case-management, reporting, and channel-support tools
• Ability to travel as required based on client, business, and stakeholder needs

Preferred Qualifications

• Experience supporting large corporate or multinational clients
• Experience with client-service or case-management technologies
• Experience administering digital channels and related client-access processes
• Experience with payment investigations
• Experience leading process-improvement initiatives
• User Acceptance Testing (UAT) experience
• Treasury or payments-related certification
• Strong people leadership skills with experience managing a client-facing support or operations function
• Demonstrated success in process transformation, continuous improvement, and change-management initiatives
• Experience implementing automation, technology-enabled, or AI-enabled operational improvements
• Strong stakeholder-management skills and the ability to challenge existing processes and drive organizational change
• Cash management or transaction banking experience is highly desirable; however, exceptional transformation-oriented candidates from related financial-services environments will also be considered
• Japanese and English bilingual capability is strongly preferred and will be prioritized, although outstanding candidates will not be excluded solely based on language capability

Location

New York, NY

Salary

USD $110,000 - $160,000

Work Arrangement

Hybrid (3-4 days per week in the office)

Benefits

• Medical insurance
• Dental insurance
• Vision insurance