Client Service Manager (UAE national preferred)-2200024233

Job Description

Client Service Manager (UAE national preferred) - (2200024233)Job: Retail BankingPrimary Location: Africa & Middle East-United Arab Emirates-DubaiSchedule: Full-timeEmployee Status: PermanentPosting Date: 21/Sep/2022, 6:38:23 AMUnposting Date: 26/Sep/2022, 10:59:00 PMThe Role ResponsibilitiesStrategy

• 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.

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

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.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead to achieve the outcomes set out in the Bank?s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• External clients
• Relationship Managers
• Client Service Officers
• Compliance
• Operations
• Risk
• CAR
• Control and Supervision

Our Ideal Candidate

• At least 5 years of Private Banking experience, preferably in a Client Service role
• Solid knowledge of banking practices and associated regulatory requirements
• Strong verbal and written communication skills
• Willingness to speak/correspond to clients on a daily basis
• Works well within a team of RMs and Client Service Officers
• Eagerness to help others within the Client Service team
• Ability to work with support functions such as Compliance, Account Review (CAR), Control and Supervision and Operations and focus on working as one bank rather than individual units

Keyskills :