European Service Manager - Italian Speaking

Overview

In this role you will be the primary point of contact for corporate clients and internal stakeholders, delivering exceptional service while resolving complex queries across cash management, payments, and banking services. You will work with cross-functional teams to align care processes, drive improvements, and manage risk controls in a fast-paced environment. You’ll balance service excellence with governance and compliance, supporting a European client base from London or Knutsford. This is a customer-facing role that values problem-solving, judgment, and collaborative leadership.

Responsibilities

• Provide multi-channel customer service (chat, email, phone) and tailor resolutions for complex requests
• Collaborate with cross-bank teams to align and integrate customer care processes
• Identify improvement opportunities and coach colleagues on process changes
• Develop and implement customer care procedures to mitigate risks and maintain efficiency
• Resolve inquiries related to accounts, transactions, and payments across banking services
• Create and present reports on customer care performance to senior stakeholders
• Identify industry trends to implement best practices in customer care efficiency
• Manage inquiries with attention to risk, compliance, and control frameworks

Key requirements

• Fluency in English and Italian with native-level written and spoken skills
• Excellent customer service and professional communication via telephone and email
• Ownership mindset to investigate and resolve client queries
• Experience meeting strict SLAs in a fast-paced operational environment
• Knowledge of European and UK banking products, payment services, and client servicing environments
• Experience with banking platforms/systems (e.g., Barclays.Net, iPortal, MassPay, FileGateway, SEPA Direct, QMS)
• Strong understanding of SEPA, international/domestic payment methods, and processing cycles
• Awareness of operational risk, data protection, regulatory compliance, and risk controls
• Ability to collaborate with colleagues and drive service improvement initiatives

• Strong communication skills
• Ownership and accountability
• Collaboration across functions
• Barclays.Net
• iPortal
• MassPay

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