Senior Team Lead – Cayman Service Delivery

About the role

The Senior Team Lead will head the Cayman Service Delivery team, ensuring operational excellence across a wide range of transactions and investigations. The role focuses on translating client‑care strategies into efficient processes, maintaining service standards, and aligning team goals with the broader business plan.

Key responsibilities

• Deliver superior client experience while meeting Service Level Agreements and client service commitments.
• Manage and coach a team of Account Services Agents and Representatives.
• Lead product and process improvement initiatives to enhance client experience.
• Oversee client escalation handling, trend analysis and resolution.
• Utilise feedback and data to continuously improve end‑to‑end sales and service effectiveness.
• Schedule resources effectively to optimise client interactions.
• Participate in business planning with the Centre Manager and support RBC strategies.
• Maintain operational risk oversight and ensure compliance with AML, BCM, custody and internal audit requirements.

Required profile

• Degree in Management or related discipline, or equivalent training.
• Minimum 5 years of banking experience with a strong operational focus.
• Minimum 5 years of supervisory/management experience.
• Strong business knowledge of service and operations with a client‑first orientation.
• Deep understanding of international banking procedures, policies and industry best practices.

Required skills

What we offer

• Opportunity to lead a high‑performing team within a leading financial institution.
• Exposure to complex banking operations and client‑centric initiatives.