Client Service Supervisor

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 description, please do go ahead and apply.

About BBH:

Brown Brothers Harriman (BBH) is a premier global financial services firm, known for premium service, specialist expertise, technology solutions and partnership approach to client management. Across Investor Services and Capital Partners, we work with an enviable roster of sophisticated clients who make BBH their first call when they are tackling their hardest challenges. Delivering for our clients and each other energizes us.

We believe that how we do our work is just as important as what we do. We are relentless problem solvers who know our best ideas come from collective debate and development—so we are never possessive about our ideas. Every day we come together as a diverse community of smart and caring people to deliver exceptional service and expert advice—creating success that lasts. No matter where you sit in the organization, everyone is empowered to contribute their ideas. BBHers can pick up the phone and call any colleague, and they are happy to help. Expanding your impact beyond your daily role is part of how we operate as trusted partners to one another. 

We believe stability is a competitive advantage, but being stable means having the knowledge, skill, and discipline to evolve, often—pushing the boundaries of innovation.  As a private partnership, every investment we make is in the relationships, technologies, products and development we believe are in the long-term interests of our clients and our people. Our long-tenured leaders are experts in their areas and are actively involved in the day-to day business, taking the time to provide guidance and mentoring to build the next generation of BBHers. Because we know, our success begins with yours.

Go to BBH.com to learn more about our rewards and benefits, philanthropy, approach to sustainability or how we support you to thrive personally, physically and financially.