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Job Description
Senior Client Service Manager – (2200020136)Job: Private Banking and WealthPrimary Location: Africa & Middle East-United Arab Emirates-DubaiSchedule: Full-timeEmployee Status: PermanentPosting Date: 21/Sep/2022, 8:31:53 AMUnposting Date: 05/Oct/2022, 10:59:00 PMRole Responsibilities Strategy
- To provide excellent customer service to private banking clients
- Actively participate in the prevention of money laundering and fraud by strict adherence and close diligence to the Bank?s policies and procedures and the regulations.
- As a senior CSM, training and assistance to junior members of the team.
Business
- Provide professional, accurate and timely support to Relationship Managers
- Handling of Relationship Manager?s Client calls and dealing with Clients in a professional manner
- Produce high quality correspondence to clients and resolve client enquiries
Processes
- Adhere and be diligent to the Bank?s policies and procedures and the regulations as part of the Bank?s fight against money laundering and fraud
- Work with RMs to aid them in account opening and submitting documentation to the middle office
- Assist with the preparation of Client Due Diligence (CDD) reviews. Preparing them to be submitted a minimum of 30 days prior to the due date and follow up of issues raised as required by RM.
- Liaising with other SCB entities to open and manage accounts booked in other Bank Centres
- Proactively respond to client and RM investigations by phone, fax or e-mail
- To provide an accurate account of all client contact in the Bank?s systems? Client Contact reports
- Provide assistance with booking Investment business trips
Risk Management
- Timely completion of credit applications
- Constantly challenge processes and procedures with a view to streamlining and simplifying, to reduce waste and improve service offered to internal and external clients
- Promptly handle Client complaints, including resolution with service levels and accurate input onto the Complaints Database
- Ownership of taking Client?s transactional requests, ensuring they are booked in the Bank?s system, with all necessary documents and checks completed
- Actively keep up to date with existing and new SCB Private Bank products and attend all in house training
Governance
- Act as TL delegate
Key Measurables:
- Measured indirectly by the success of the Relationship Managers; AUM and revenue goals
- CDD ? Completion of documentation 30 days prior to the due date
- Adherence to regulatory and Group compliance issues
- Number of client complaint?s and compliments received about the direct service offered
- Reduction in losses through identifying fraud in region
- Successful completion of all annual product accreditation tests and mandatory e-learning
- Minimising operational losses and P & L claims
- Client satisfaction survey results
- RM feedback
- Error rates in of transactions and number of account opening and CDD review returns (for documentation reasons)
- Timeliness of submission ? Client instructions, AO/PRs, CAP entries
- Independency in performing the role
- Leadership & Mentorship
- Change delivery contribution
Regulatory & Business Conduct
- Display exemplary conduct and live by the Group?s Values and Code of Conduct.
Keyskills :
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