Head of Client Lifecycle Management Job Listing at Valley Bank in Morristown, NJ (Job ID 26-368)

Description

Responsibilities include but are not limited to:

• Lead both strategic leadership and hands on execution in the Commercial Services organization by partnering across sales, operations, product, technology, risk, and frontline teams to remove friction, strengthen service delivery and ensure the organization consistently meets or exceeds client expectations.
• Drive the execution of high-impact, cross-functional initiatives that strengthen the bank's Commercial Services strategy, such as improvements to commercial onboarding, loan servicing, treasury product implementation, and commercial digital channels.
• Own the full Commercial client lifecycle: onboarding, implementation, servicing, issue resolution, retention and expansion.
• Assess organizational and operational gaps across Commercial Client Services, including onboarding workflows, service-level performance, integration processes for commercial products, and escalation pathways--leveraging client feedback, operational data, and internal partner insights.
• Design and implement scalable solutions that enhance the commercial client lifecycle, such as streamlined onboarding, automated treasury product setup, improved loan servicing processes, and more efficient client support models.
• Establish and maintain governance frameworks specific to commercial operations, ensuring risk management, regulatory alignment (e.g., KYC/AML for commercial clients), and accountability for major service and product integration initiatives.
• Partner closely with Commercial Banking leadership, Technology, Credit, Operations, Risk, Compliance, and Product teams to ensure alignment, collaboration, and seamless end‑to‑end delivery of commercial services and product integrations.
• Monitor industry trends in commercial banking, including advancements in treasury services, commercial digital banking platforms, payments modernization, and service excellence best practices, using these insights to strengthen strategy and maintain a competitive edge.