Team Leader (Concierge)

Position Overview:

• The Team Leader is responsible for overseeing concierge services tailored to banking clients, ensuring exceptional service delivery and client satisfaction.
• This role involves managing a team of concierge staff, coordinating with bank personnel, and maintaining high standards of professionalism and efficiency.

Key Responsibilities:

• Team Management:
• Supervise and mentor concierge staff to ensure they provide top-notch service to clients.
• Conduct regular training sessions and performance evaluations to enhance team skills and service quality.
• Create staff schedules and manage daily operations to ensure optimal service coverage.

• Client Services:
• Assist clients with banking inquiries, account management, and service requests.
• Provide personalized support for high-net-worth clients, including financial product recommendations and tailored services.
• Address and resolve escalated client issues and complaints promptly and effectively.

• Collaboration:
• Work closely with bank departments (e.g., customer service, wealth management) to ensure seamless service delivery.
• Build and maintain strong relationships with clients to foster loyalty and trust.

• Operational Excellence:
• Monitor service quality and implement best practices to enhance client experiences.
• Ensure compliance with banking regulations and company policies.
• Analyze service metrics and client feedback to identify areas for improvement.

Qualifications:

• Education:
• A bachelors degree in business, finance, hospitality management, or a related field is preferred.
• Experience:
• Typically requires 3-5 years of experience in a concierge or customer service role, with at least 1-2 years in a leadership position.
• Skills:
• Strong leadership and team management abilities.
• Excellent communication, interpersonal, and problem-solving skills.