Country Head of Client Management

18 / Jul / 2024, 11 : 59 : 00 PM

Job Summary

Build Own Operate (BOO) Client Management in the country in accordance with globally consistent standards, controls, and levels of conduct & valued behaviours. Deliver significant improvement in frontline & client experience in terms of TAT, productivity, and process improvements.Embed appropriate risk culture and standards of excellence. This will include strong emphasis and focus on :

i) Effective delivery of quality client service based on client segment and tiering differentiation

ii) Efficient management of client account maintenance activities

iii) Accurate and efficient credit and client onboarding, management and offboarding processes;

iv) Heightened awareness of AML risk, and associated controls;

v) Effective first line risk management; credit and AML risk monitoring and remediation

vi) Oversight of the execution of CDD; and

vii) Management of quality Static Data

viii) Expansion into other process to support business and risk control objectives

Responsibilities

Strategy

Strategy & Execution

• Lead the implementation of Client Management in the country with a focus on service differentiation based on client segment / tiering and value. Ensure that the model is scalable, best-in-class, client-focused and fit for purpose of client delight
• Right scoping the Client Management model in terms of chalking out the activity inventory, capacity estimates, process flows, R&R and appropriate resourcing
• Engage all the relevant impacted teams across businesses, functions, and stakeholders to ensure Client Management seamlessly integrates into the overall TOM of CCIB with minimal business disruptions
• Fully understand the CCIB business strategy and leadership expectations and ensure Client Management activities are effectively managed in accordance with the Bank’s strategic focus
• Accelerate the shift to digital and ensure the digital value proposition is aligned with clients’ needs and preferences
• Lead local capabilities for onboarding and client management activities ( cross border documentation)
• Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps
• Ensure alignment between onshore and offshore teams in accordance with the overall onshore-offshore client delivery model
• Reinforce synergy between countries, regions and hubs, through close communication and consistency of standards
• Spearhead the delivery of Client Management change projects, improvement, remediation activities in the country
• Continuously work on the expansion of the scope of Client Management including more processes and business segments, geographies

Business

Processes

People & Talent

Risk Management

Governance

Regulatory & Business Conduct

Key stakeholders

Internal

External

Other Responsibilities

Our Ideal Candidate

Role Specific Technical Competencies

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