Manager, Cash Client Services

Key Responsibilities

• Deliver quality, risk management, efficiency and effectiveness as per agreed standards & metrics
• Drives relevant targets across team. Ensures that the team works collaboratively to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and to within agreed service level agreements including turnaround times, productivity, and quality
• Ensure work performed by team is error free with no operating losses and adheres to first-time-right principles. Contribute to the teams’ BAU productivity at the highest standards, ensuring minimal rework across the team within all processes managed.
• Manages document inventory, ensuring processes are in place and consistently adhered to by the team in line with global documentation standards and to enable retrieval of documentation in a timely manner
• Drives robust operating rhythm across team, ensuring allocation of resources against simple vs. complex and critical activities delivers best outcomes for clients and the Bank. Proactively plans capacity by forecasting volumes and measuring cycle times
• Identify process and service improvement opportunities and work closely with management to implement changes, facilitate transfer of best practices
• Drives implementation of change initiatives
• Ensure that appropriate internal resources, systems, procedures and controls are in place and are operating effectively
• Resolve escalations from team, including follow-up with clients, ensuring the “once to client” rule is adhered to as much as possible
• Appropriately challenge stakeholders in the value chain where necessary, facilitating resolution of complex cases and where blockages exist that impact execution
• Ensure, lead and monitor both strict adherence to regulatory requirements, and efficient preparation for Audit reviews
• Responsible for appropriate and timely escalation, especially significant risk issues, to any governance committees or to other stakeholders in senior management, risk or control functions as appropriate
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures
• Client Due Diligence (CDD) and Regulatory Onboarding (e.g. FATCA, CRS)
• Demonstrate thorough understanding of the Group’s Client Due Diligence (CDD) policies and procedures, various systems, and how it correlates with business needs. Provides input and insight into relevant policy & project discussions as required.
• Ensures that applicable CDD standards are adhered to by team and all policy/ process/ procedure gaps are highlighted and resolved with relevant stakeholders and senior management on a timely basis
• Ensures all staff are adequately trained on policies & procedures. Ensures only staff accredited to handle CDD (including relevant Correspondent Banking accreditations) are granted access to the system and execute CDD activities
• Drive GIC and network onboarding processes

Governance

• Effective management of IMO teams to provide support for the business
• Ensure CST scores are maintained within thresholds. Ensure rework is closely monitored and controlled. Conduct monthly rework forums to discuss repeat themes and arrive at corrective actions involving IMO. Ensure NIL observations in Control Assurance (CA) review
• Ensure robust performance management in place using relevant Productivity / Performance MIS. Monthly, quarterly and annual review discussions to be completed by stipulated timelines
• Ensure that appropriate internal resources, systems, procedures and controls are in place and are operating effectively and timely reporting/escalation of significant risk issues to senior management

Qualifications

• Ability / experience managing individuals or teams
• Ability to build strong relationships with diverse stakeholders, work collaboratively with them to deliver exceptional client service & experience while balancing robust operational management
• Ability to directly influence stakeholders across value chain to secure resources and buy-in required to deliver operational and client service targets
• Ability to understand and derive insights & improvement opportunities from MIS and performance data
• Strong drive to deliver
• Ability to positively engage and build rapport with clients
• Has a clear understanding of the client needs being serviced; able to articulate and align team to them
• Knowledge and experience in relevant processes managed by the Integrated Middle Office
• Sound knowledge of local regulations (CDD, credit and lending, risk management)
• Superior writing and presentation skills in English