ClientCare Leader

ABOUT THE ROLE:

The ClientCare Leader is responsible for leading the Commercial Payments Client Advisor organization, including direct oversight of Client Advisor Managers and their teams. This role sets the strategic direction for ClientCare in partnership with Line of Business (LOB) leaders, driving client success, retention, and growth through a high-performing, client-centric service model.

The ClientCare Leader fosters a culture of accountability, collaboration, and continuous improvement, ensuring alignment with the Bank's risk appetite and commitment to delivering exceptional client experiences. This role is instrumental in identifying, assessing, managing, and reporting risks while championing operational excellence and talent development.

Please see below for specific responsibilities and requirements for this role.

YOUR RESPONSIBILITIES:

The responsibilities for this role are below; you may support projects of varying complexity based on skill and organizational priorities.

• Strategic Leadership & Execution

• Define and execute the commercial payments relationship and client experience strategy for the Client Advisor organization.

• Collaborate with LOB leaders to establish goals, metrics, and service standards that drive client retention and fee attrition improvement.

• Lead organizational change initiatives focused on talent development, bench strength, and retention of top performers.

• Client Experience & Portfolio Management

• Ensure proactive client engagement through service trend monitoring and solution-oriented outreach.

• Own client experience (CX) results and ensure timely follow-up and resolution of client feedback.

• Partner with internal teams (Operations, Product, Loan Servicing) to implement service enhancements and address client needs.

• Team Development & Performance Management

• Set clear performance goals and conduct quarterly reviews with Client Advisor Managers and LOB leaders.

• Provide coaching, feedback, and career development opportunities to build a high-performing, engaged team.

• Recognize and reward employee achievements while fostering a culture of excellence and accountability.

• Cross-Functional Collaboration

• Ensure consistent, high-quality service delivery across all business segments.

• Lead cross-functional projects to enhance training and service delivery for internal and external-facing products.

• Develop and implement policies and procedures related to Client Advisor roles and responsibilities.

• Market Engagement

• Travel to individual markets and participate in client visits alongside relationship teams to reinforce service excellence and deepen client relationships.

• Other Duties: Performing other duties as assigned, adapting to new tasks or shifts in priorities as necessary to support your team's and the company's mission.

MINIMUM REQUIREMENTS:

• Bachelor's degree or equivalent work experience.

• 10-15 years working with client service, commercial loans and/or commercial payments in a Banking environment

• Proven ability to lead through influence, drive results, and foster collaboration across teams.

• Strong communication, decision-making, and project management skills.

• Ability to manage complex assignments and apply comprehensive knowledge across systems and procedures.

REQUIRED SKILLS:

Qualified candidates will possess a high degree of proficiency (typically from 10 years of work or practical experience), in:

• Employee Development & Coaching: Supporting employee development through coaching, mentoring, and challenging growth opportunities.

• Talent Pipeline & Succession Planning: Building a strong talent pipeline to support succession planning and organizational growth.

• Team Leadership: 10+ years demonstrated management experience with a team of service professionals with varying levels of experience

• Client Service & Financial Expertise: Experience in client service, commercial lending, or treasury management.

Please refer to the "Skills for Success" section to learn how to stand out as an applicant.

SKILLS FOR SUCCESS:

Qualified candidates will possess a high degree of proficiency (typically from 10 years of work or practical experience), across a suite of skills including, but not limited to:

• Product & Process Expertise: Deep understanding of Fifth Third Bank products, systems, and client service processes.

• Risk Management & Operational Excellence: Identifying, assessing, managing, and reporting risks while championing operational excellence and talent development.

• Change Leadership: Lead organizational change initiatives focused on talent development, bench strength, and retention of top performers.

DOING THE RIGHT THING: Our employees take pride in doing the right thing for customers and colleagues as well as being accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures that protect all our valuable assets -including you .