Client Service Team Leader

At BBH, Partnership is more than a form of ownership—it’s our approach to business and relationships.  We know that supporting your professional and personal goals is the best way to help our clients and advance our business. We take that responsibility seriously. With a 200-year legacy and a shared passion for what’s next, this is the right place to build a fulfilling career.

Join us as a Client Service Team Leader

Brown Brothers Harriman is currently recruiting a Client Service Team Leader. As a Client Service Team Lead you will provide client service relationship management to ensure client satisfaction, engagement, retention and profitability for assigned relationships. The Client Service TL manages a team of supervisors and subject matter experts responsible for overseeing day to day client needs and providing exceptional client service to their respective clients and serves as a point of escalation for client issues. The individual focuses on the Custody discipline along with the applicable product offering for assigned client relationships. You will manage the day-to-day aspects of client relationships and performs oversight of core product functions as required to support high client satisfaction and engagement.  The Client Service TL is also responsible for monitoring inquiry trends, identifying insights, and raising ideas to manager on potential client growth opportunities.

Some of your key responsibilities include:  

1. Client Service & Relationship management

• Interpret, review, and revise guidelines and policies to enhance team effectiveness                                                                                  

• Provide filtering and escalation for client requests and serve as an escalation point for client service issues

• Work closely with Client Service Managers to stay abreast of client goals and Identify insights & opportunities to expand client relationships

• Establish and maintain appropriate contacts and relationships within client organization                                         

• Lead and assist in implementing the coordination of new business and product implementations and conversions 

• Develop knowledge and deep understanding of your clients’ day to day needs and opportunities to enhance and/or offer BBH products to solve for client problems

• Ensure that your team is trained on product enhancements and equipped to communicate and train clients

• Build and maintain a collaborative internal network to share insights regarding clients and prospect   

2. Operational Risk, Control & Oversight

• Manage controls to alleviate any potential risk to the Firm and Clients

• Act as a point of escalation for Systems & Product Delivery, and Risk/Control for any client related issues and proactively manage resolution process and communication to key stakeholders

• Review and discuss issues with Client Service Manager and ADH where escalation to Sr. Management is required
   

3. Leadership and People Management

• Provide ongoing feedback and coaching to staff to improve performance through regular check ins, 1:1, mid-year and annual review process

• Pro-actively provide feedback and guidance on performance issues and the disciplinary process, when needed with employees

• Participate in the interview and selection process for job applicants, and make recommendations for hire

• Oversee and provide guidance to direct reports on day-to-day work

• Promote a cohesive and collaborative team atmosphere, ensuring appropriate work-life balance

4. Strategic Input and Analysis

• Identify opportunities and raise recommendations to increase automation and streamline workflows; partner with other GCS teams, Product Delivery, and/or Business Transformation to identify solutions.

• Establish service standards for assigned client groups ensuring standards are shared with and understood by team members and all internal support groups (Operations, etc.)           

• Partner with supervisors to analyze inquiry tends for your clients and gather feedback from your team and clients to identify opportunities to enhance or offer new solutions to clients.

• Stay abreast of new products and solutions that BBH is engaging with to identify whether and how this technology would be of benefit for your clients and your team

What we offer:

• To encourage cultural awareness and philanthropy, BBHers have 1 Culture Celebration Day and 1 Community Service Day in addition to their paid standard vacation allowance

• Private medical care

• Life Insurance

• Employee Assistance Program - offering independent and confidential counselling services for you and your family. You can get support for topics including family, marriage and relationships, finances, and legal issues.

• Professional trainings and qualification support

• Wellbeing Program

• Online Social Fund benefit platform

• Social, sport and integration events

• Onboarding Program for new hires

Desired Qualifications:

• BA degree or equivalent work experience

• 5 years of relevant professional experience

• Comprehensive working knowledge of Microsoft Office Products

• Prior experience managing a high performing, deadline oriented & client facing team

• Client service and solutions orientation

• Strong written, verbal and presentation skills     

• Aptitude for numbers, accuracy and organization 

• Ability to work accurately and thrive in a fast-paced client facing environment

• Creative problem-solving skills including the ability to identify, recommend and implement solutions

• Ability to learn and adapt to new technologies and systems

• Ability to build and maintain collaborative internal and external relationships

• Experience in Custody discipline

We value diverse experiences. We value diverse experiences and transferrable skillsets. If your career hasn’t followed a traditional path, includes alternative experiences, or doesn’t meet every qualification or skill listed in the job description, please do go ahead and apply.

About BBH:

Brown Brothers Harriman (BBH) is a premier global financial services firm, known for premium service, specialist expertise, technology solutions and partnership approach to client management. Across Investor Services and Capital Partners, we work with an enviable roster of sophisticated clients who make BBH their first call when they are tackling their hardest challenges. Delivering for our clients and each other energizes us.

We believe that how we do our work is just as important as what we do. We are relentless problem solvers who know our best ideas come from collective debate and development—so we are never possessive about our ideas. Every day we come together as a diverse community of smart and caring people to deliver exceptional service and expert advice—creating success that lasts. No matter where you sit in the organization, everyone is empowered to contribute their ideas. BBHers can pick up the phone and call any colleague, and they are happy to help. Expanding your impact beyond your daily role is part of how we operate as trusted partners to one another. 

We believe stability is a competitive advantage, but being stable means having the knowledge, skill, and discipline to evolve, often—pushing the boundaries of innovation.  As a private partnership, every investment we make is in the relationships, technologies, products and development we believe are in the long-term interests of our clients and our people. Our long-tenured leaders are experts in their areas and are actively involved in the day-to day business, taking the time to provide guidance and mentoring to build the next generation of BBHers. Because we know, our success begins with yours.

Go to BBH.com to learn more about our rewards and benefits, philanthropy, approach to sustainability or how we support you to thrive personally, physically and financially.