Senior Manager, Client Experience & Stakeholder Relations

About the role

The Senior Manager, Client Experience & Stakeholder Relations leads the bank’s enterprise‑wide effort to embed a client‑centric culture and service‑excellence framework. You will translate strategic objectives into measurable standards, drive performance reporting, and implement operational improvements that enhance the end‑to‑end client journey.

Key responsibilities

• Design, implement and govern a bank‑wide client experience framework.
• Convert the customer service strategy into clear service standards and performance metrics.
• Produce regular performance reports and recommend practical operational interventions.
• Improve service consistency, turnaround times, complaint resolution and overall client confidence.
• Champion stakeholder engagement across business units to ensure alignment with client‑centric goals.
• Oversee client experience governance, customer insights collection and analysis.

Required profile

• Proven senior‑level experience in client experience, service excellence or related functions, preferably within banking or financial services.
• Strong analytical mindset with the ability to translate data into actionable improvements.
• Demonstrated leadership in driving cultural change and cross‑functional collaboration.
• Excellent communication and stakeholder‑management skills.

Required skills