Service Delivery Team Leader

Your role

Are you truly service oriented? Do you know how to take care of people?

We're looking for a Service Delivery Team Leader to:
• Manage standards around attendance, performance metrics, and service quality
o Coach and Develop team members
o Ensure performance and talent development discussions take place with each team member on a regular basis
• Respond to client and branch escalations; gauge and respond to urgent/escalated matters
• Escalate any potential risk issues on a timely basis
• Partner with other support team members on forecasting and staffing plans to meet business needs
• Maintain daily logs consistent with established written supervisory procedures
• Work a flexible schedule to provide on call support after general business hours and weekends as needed
• Excellent communication skills: Written and Oral
• Exceptional problem-solving skills and attention to detail
• Proactive in contributing to the success of the team through process improvements and information sharing.
• Culture carrier for the Firm

Your team

You will be working as a Team Leader within the Client Service Experience Center (CSEC) in Weehawken. CSEC is the GWM Americas contact center and support team assisting internal clients, external clients, and corporate stock option participants across multiple channels. We are a driven and diverse team with over 250 people working in close partnership with GWM Americas and functions to drive a best-in-class client experience. The Client Service team mission is to create an excellent client and field experience through inclusive partnership, the collective knowledge of the team and identification of opportunities to drive business decisions. The Service Delivery Team Leader will be responsible for managing 15+ Client Service Specialists.

Your expertise

• Confident, self-motivated and a fast learner
• Good Time Management Skills
• Working in a call center environment
• Financial Services and banking background
• Managing large teams
• Superior skills in writing and documenting procedures, manuals and risks
• Ability to work quickly and efficiently in a fast-paced environment
• Ability to manage numerous tasks simultaneously
• Ability to work effectively across diverse Lines of Businesses
• Empowered to make decisions and create change

About us

UBS is the world's largest and the only truly global wealth manager. We operate through four business divisions: Global Wealth Management, Personal & Corporate Banking, Asset Management and the Investment Bank. Our global reach and the breadth of our expertise set us apart from our competitors..

We have a presence in all major financial centers in more than 50 countries.

Join us

At UBS, we embrace flexible ways of working when the role permits. We offer different working arrangements like part-time, job-sharing and hybrid (office and home) working. Our purpose-led culture and global infrastructure help us connect, collaborate, and work together in agile ways to meet all our business needs.

From gaining new experiences in different roles to acquiring fresh knowledge and skills, we know that great work is never done alone. We know that it's our people, with their unique backgrounds, skills, experience levels and interests, who drive our ongoing success. Together we're more than ourselves. Ready to be part of #teamUBS and make an impact?