Manager, Client Services

Job Responsibilities

The Manager, Client Services is responsible for assisting the Elite Banking business segments with daily

operational matters as well as providing high level of customer service to new and existing clients.

The Manager, Client Services will be embedded with the Sales Team, however they are independent from the

Sales functioned and managed by the Head of Elite Client Support to ensure standardization of services

rendered to the front line across all Manager, Client Services. The role is also to convey to the Quality

Assurance Team process gaps, opportunities to reduce turnaround time to increase efficiency, reduce errors

and enhance controls.

This is a fast paced, office based working environment with persistent pressure to meet deadlines and to

handle multiple assignments at any given time.

The Manager, Client Services Must

• Be a highly motivated individual with good interpersonal and communication skills (multi-lingual
  
  

being an advantage)

• Demonstrate high levels of professional discretion and work ethics as well as having the ability to
  
  

handle difficult situations/clients in a calm positive manner.

• Demonstrates a willingness for personal development through ongoing internal and external training
  
  

programs

• Adheres to the Banks timings and work structure
  
  

To support Elite Head and Team Leaders for coordination and administration activities to enable the dayto-

day running of Elite unit.

Generic And Job Specific Accountabilities

• Provide high quality & unbiased service to all clients assigned to the RM either by phone, emails or in
  
  

person in relation to any query or request they have.

• Client point of contact in the absence of the RM.
• Provide assistance to the RM’s in opening and closing accounts. Performs necessary compliance and
  
  

KYC checks etc. & ensuring error free submissions. Following up with clients for remediation

(documents only) of existing accounts, which has to be achieved within the required timeframe, with

the ability to escalate concerns, errors in documentation to the functional manager.

• Process all clients Transfers/Remittances/FD/FX deals etc. within agreed TAT as per SLA agreements.
  
  

Obtaining special rates and tracking from end-to-end for successful completion. Monthly MIS report

will be generated and escalated to Line manager and Quality Assurance to identify delays in order to

enhance the process. SSO should ensure RFT ( Right First Time ) for all submissions.

• Coordinate with Investment desk, TED, AMO, Custody, Securities for all Investment trades for end-toend
  
  

follow up. Monthly MIS on turnaround time with the respective business units to be escalated to

the Line Manager and the Quality Assurance team

• Perform signature verification checks and make call backs as per requirement (if permitted by TL)
• Liaise with internal stakeholders for any follow-ups
• Liaise with international branches as and when required (if applicable)
• Provide clients with updated bank and portfolio statements. MIS on the volume of requests to be
  
  

provided to the Line Manager and Quality Assurance.

• Prompt follow-up and delivery of security items e.g. Debit/Credit cards, cheque books, returned
  
  

cheques. Ensure proper registration and storage of the same. Relevant registers are required to be

updated and exceptions to the process is to be escalated to the Line Manager.

• Logging and continuous follow-up of all customer complaints in the CMS system within the TAT to
  
  

ensure customer satisfaction. Monthly MIS will be shared with management to monitor and identify

any customer complaint trends which can be recommended for corrective action.

• Update and monitor all trackers daily/weekly/monthly and ensure correct registration of any
  
  

documents received from clients to maintain audit flow

• Attend internal/external training as required for business needs as well as personal development
• Monitor and escalate the ICCS system for the relevant department as requested
• Assist in mentoring and training other staff whenever possible
• Provide cover during leave periods for colleagues
• Strict adherence to Banks policies and procedures, compliance, and regulatory requirements
• Zero unsatisfactory comments from audit. Complete and timely co-operation with any requests from
  
  

audit or compliance

• Willing to move from segment to segment as per management request.
• Any other additional tasks as assigned by management.