Client Management Specialist
4 weeks ago
Contract: 12 months (inside IR35)
Location: London, UK
Flexi: Hybrid (2 days per week onsite max)
Summary
The role is responsible for:
Perform end-to-end orchestration across all processes and services managed by Client Management
Engage clients throughout process, ensuring seamless delivery and client experience
Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases.
Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps
Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes
Responsibilities
Business
- Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps
- Provide quality support and advice to Relationship Managers (RM’s) within all lending units on all documentation related matters, including the origination of documentation for customers where required
- Deliver excellent service and advice to our Corporate, Commercial & Institutional Banking (“CCIB”) and Banking and Business Banking (“BB”) clients in all interactions for their channel activation pre-transactional enquiries/setup, trainings and other channel related issues
Processes
General
- Perform end-to-end orchestration across all processes and services managed by Client Management for CDDs.
- Engage clients throughout the CDD process, ensuring seamless delivery and client experience
- Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases relating to CDDs.
- Adhere to first-time-right principles
- Provide insights and suggestions to improving processes, identifying opportunities to streamline and automate. Look at ways to promote standard work and best practices.
- Undertake ad-hoc duties and when delegated by Line Manager and Country Client Management Head
Client Relationship Management
Demonstrate strong knowledge of client needs for the assigned client portfolio and able to engage clients effectively
Client Due Diligence (CDD) and Regulatory Onboarding
- Review of CDD for Existing Clients and perform regulatory onboarding (e.g. FATCA, CRS) activities
- Conduct checks on CDD as applicable
- Respond and clear queries from Checkers / Other Specialists / Business CRM on a timely manner
- Work in partnership with all relevant stakeholders effectively within the end-to-end CDD process
- Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations
Risk Management
- Support the RM in reviewing client account activity reviews, ensuring transactional activities are aligned to the expected levels of activity for the client given their business profile
- Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role remit
- Comply with applicable Money Laundering Prevention Procedures and report any suspicious activity to the operational risk team and Line Manager
- Ensure a clear and uniform approach towards implementation of the global operating model for all Client Management related processes, and adherence to DOIs
- Report any deviation (if any) to appropriate authorities and obtain proper dispensations
- Proactively manage risks and establish/monitor controls at client CDD level to improve the overall state of the risk management and operating framework
Governance
- Ensure strong due diligence on document safekeeping and data confidentiality
- Ensure correctness of documentation prior to any dispensation from the Bank
- Ensure compliance with the internal policies, external policies, regulatory and statutory requirements
- Undertake periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls
- Highlight significant issues/errors to team leader
Qualifications
Training, licenses, memberships and certifications
- Strong ability to positively influence stakeholders across value chain to both orchestrate and execute on processes and deliver exceptional client service and experience
- Ability to positively engage and build rapport with clients
- Strong writing and presenting skills in English
- Problem solver; looks for solutions and finds ways to progress despite blockages
- Strong drive to deliver
- Has a clear understanding of the client needs being serviced
- Ability to work independently without direct supervision and able to cope with pressures from tight deadlines
- A team player with good interpersonal skills
- Risk & AML certified as stipulated by Bank policy (role based)
Thank you for considering us
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