Head Of Client Services

4 weeks ago

Manchester, United Kingdom This Is An It Support Group Full time

Head of Client Services (Commercial) - Manchester
Relationship Management ~ Manager
Manchester - North West
Purpose of the Role: To pro-actively lead the management of credit risk and commercial return for all Commercial client facilities (funds in use up to 3M) in the North for the company. This includes ensuring all client relationships are managed in a way that encourages growth in portfolio income and minimises attrition.Working as part of the Northern Senior Leadership Team (SLT), you will work closely with the National MD, Portfolio Director and the Commercial Head of Sales to implement robust policies and procedures that maximise opportunities and ensure compliance with governance processes and credit policies.Key Responsibilities: Credit Risk Management - Commercial Portfolio:Ensure correct match between portfolio credit risk and Client Management skill sets. Identify and correct any shortfall/miss-matches.Ensure client facilities are operated within the company's credit policies.Ensure the evolution of an open culture where all members of the team are prepared to, and feel capable of, airing and discussing any risk concerns.Ensure that operating procedures are in place that allows for the effective identification and escalation of material risk issues.Maintain a formal monthly Watch Committee. Ensure that the processes for escalating client to Watch status are understood and embedded across the CM Group.Utilise monthly review to conduct in depth analysis of material credit risk and identify required actions. Ensure that all actions are documented, followed and reviewed as appropriate at next iteration of committee.Maintenance of Adverse Scenario Impact/clarity of exit route planning for all clients. Liaise with company Recoveries/Risk to ensure all strategies are clearly articulated/understood.Monitor daily collateral trends and raise issues as relevant with individual Client Managers.Ensure that all Annual/Interim Reviews are completed to a timely and professional standard and in a manner that provides reassurance to company risk functions.Ensure that Client Managers carry a complete contemporary understanding of their clients, including:Business background/trading history.Financial performance Audited/Management Accounts.Funding requirements/rationale for CBIF facility.Collateral characteristics/trends/values/exit routes.Client Relationship Management:Relentlessly and rigorously pursue a zero tolerance approach to Client Attrition.Work with MD to ensure the CM team is structured in a way that best promotes Client Retention policies and goals.Ensure that reporting SCMs build and maintain close working relationships with all key client decision makers. Ensure frequency and relevance of dialogue through ongoing review of trading/performance/facility data.Identify and build direct personal relationships with all High Revenue client decision makers.Client Portfolio Revenue Growth:Responsible for managing the overall value of client facilities.Ensure that all opportunities to grow revenue are explored.Ensure that at all times pricing conversations reflect the company's commitments and culture.New Business:Work to ensure effective/productive relationship with Commercial Sales.Contribute individually and as a team to New Business Underwriting process. Ensure delivery of timely and high quality and balanced credit decisions.Lead a drive to maximize the volume of new client enquiry from existing Client Management relationships.Reputation Management:Dissolved into all activities is a desire to improve and build the internal and external reputation of the CM Team to ensure it is seen as an attractive home for capable Receivable Finance professionals.Ensure that reasonable steps are taken to ensure that the Client Services department is organised so that it can be controlled effectively, and meets all relevant regulatory requirements and standards as expected by the regulators.People:Empower, nurture and engage team members in an inclusive culture through coaching, mentoring and team-development in order to increase the performance of the individual and the team.Work with the HR Business Partner to ensure that an effective performance review is put in place, including setting objectives, personal development planning and performance standards with all direct reports.Provide regular constructive feedback to direct reports and encourage employees to take proactive responsibility for their own personal development.Work with the Talent Acquisition Business Partner to promote a fair and inclusive recruitment process and employ high calibre and diverse employees, including overseeing new employee onboarding.Ensure effective management of HR employee relation matters with the help of the HR Business Partners.Actively provide oversight and direction to employees in accordance with company policies, procedures, standards and SLAs.Ensure that team members complete online training when required and are kept abreast of any internal communications.Risk and Compliance:Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.Skills and Experience: Essential:Wealth of experience in Invoice Finance and Asset Based Lending.Demonstrable experience of successfully leading teams.Advanced Recoveries and Risk management knowledge.Previous experience of Portfolio level leadership.Excellent communication skills, both verbal & written able to build effective working relationships with peers and internal stakeholders of all levels, as well as clients and third-party service providers.Desirable:Underwriting experience.Education & Qualifications:Desirable:Credit/lending or banking qualifications.UK Finance Industry specific qualifications.Full UK Drivers Licence.Competencies:Building TeamsCustomer FocusManaging and Engaging with change and innovationIdentifying and mitigating riskCollaborating and sharing resource to get things doneInformed decision makingApply for this Job

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