Client Service Supervisor at Brown Brothers Harriman in Krakow

Job description

At BBH, Partnership is more than a form of ownership—it’s our approach to business and relationships. We know that supporting your professional and personal goals is the best way to help our clients and advance our business. We take that responsibility seriously. With a 200-year legacy and a shared passion for what’s next, this is the right place to build a fulfilling career. Location: Kraków Working model: Hybrid (3 days in the office / 2 days remote; additional flexibility for parents of children up to 4 years old) Role Overview As a Client Service Supervisor in Custody, you will lead the delivery of high-quality client service while overseeing a team responsible for daily client support. You will act as a trusted point of contact for complex client matters and ensure timely, accurate, and transparent communication. This role combines strong client interaction with team leadership. You will guide team members, manage priorities, delegate work, and drive improvements in processes and service quality. You are expected to take full ownership of client relationship, Team outcomes, including work delivered through others. In our team, you will be responsible for: Client Leadership & Relationship Management Own client relationships and ensure a high-quality client experience. Lead complex client interactions, escalations, and relationship development. Team Leadership & Oversight Lead, coach, and develop team members while promoting collaboration. Delegate work, monitor performance, and ensure accountability for results. Operational Excellence & Problem Solving Oversee resolution of client and operational issues, including high-risk cases. Ensure quality service delivery through strong controls and best practices. Prioritization & Decision-Making Manage team priorities across clients and deliverables. Make informed decisions in complex situations and communicate them clearly. Risk Management & Escalation Identify and manage operational risks, control gaps, and escalations. Promote adherence to procedures and proactive risk mitigation. Collaboration & Continuous Improvement Partner with stakeholders to improve client outcomes and service quality. Lead process improvements while maintaining effective day-to-day operations. What we’re looking for: Education & Experience Bachelor’s degree (or equivalent experience) and 3+ years in custody or financial services. Experience in a client-facing role, fluent English (C1), and prior leadership or people-support experience is an advantage. Skills & Capabilities Strong communication, stakeholder management, and client servicing skills. Ability to lead escalations, prioritize workload, and make decisions in ambiguous situations. Strong problem-solving, organizational skills, and attention to detail. Ability to collaborate across teams; custody product knowledge preferred. What Success Looks Like Trusted by clients and recognized for delivering excellent service. Team consistently delivers accurate, timely work with strong ownership. Issues and risks are proactively managed and resolved. Continuous improvements enhance service quality and operational efficiency. What we offer: To encourage cultural awareness and philanthropy, BBHers have 1 Culture Celebration Day and 1 Community Service Day in addition to their paid standard vacation allowance Private medical care Life Insurance Employee Assistance Program - offering independent and confidential counselling services for you and your family. You can get support for topics including family, marriage and relationships, finances, and legal issues. Professional trainings and qualification support Wellbeing Program Online Social Fund benefit platform Social, sport and integration events Onboarding Program for new hires We value diverse experiences. We value diverse experiences and transferrable skillsets. If your career hasn’t followed a traditional path, includes alternative experiences, or doesn’t meet every qualification or skill listed in the job