Client Management Manager

About the Role
The role holder leads the Client Management team responsible for onboarding institutional clients across Brokerage, HSS, and Investment Banking. GBM clients typically include high-profile local and regional Sovereign Wealth Funds, significant local Government entities, and international global custodian banks and broker-dealers. The role requires effective communication and management of these clients throughout the onboarding experience while engaging with multiple senior stakeholders within Product, Legal, Risk, and Compliance at the company. The holder must be well-versed in local regulations as prescribed by the Capital Market Authority, as well as the company's internal AML CDD policies and procedures. The holder should be adept at making risk-based decisions regarding CDD and ensuring compliance with policies and regulations.

The job holder will also be responsible for assigning clients the appropriate Financial Crime Risk Rating, which will guide the refresher process post-onboarding and enable necessary screening and monitoring from an AML and Sanctions perspective. They must ensure timely completion of refreshers and client notifications within regulated timelines to mitigate reputational, regulatory, and financial risks. Additionally, the role emphasizes establishing strong internal controls, focusing on ongoing process improvements, capacity creation, and cost reductions. Moving forward, the job holder is expected to play a key role in activities related to Minerva and the larger Group.

Principal Accountabilities
Key activities and decision-making areas
Specific areas of responsibility include:

• Lead all onboarding requests on behalf of the GBM relationship and product teams, serving as the operational point of contact for clients' onboarding requirements.
• Act as the interface between the company Middle Office team, relevant product teams, and clients for onboarding and ongoing KYC refreshers.
• Coordinate with clients to gather additional information to facilitate the downstream functions of the company Middle Office.
• Enhance client experience by actively building and maintaining relationships across client management, shared services, Front Office, IT, Legal, and Compliance.
• Support complaints management within the GBM business.
• Coordinate regular meetings with internal stakeholders, such as Middle Office, Compliance, and Legal, to discuss service levels and turnaround times.
• Lead discussions and negotiations with clients alongside the company Legal team.
• Collaborate with the company and SABB RM and product teams for onboarding and reviews.
• Develop and maintain the GBM client tracker along with KYC refresher dates.
• Ensure team members (Client Management analysts) perform their duties according to agreed procedures.
• Assist with any other projects as agreed with the COO of GBM.

Typical KPIs and Targets

• Deadlines met.
• Work completed on time to the required standard.
• Work processed according to procedures.
• Relevant queries responded to without referral or escalation.
• Proper communication of escalated queries with sufficient context and background.
• Files/records maintained and updated accurately.
• Adherence to procedures regarding confidential information.
• Diligence during all aspects of the onboarding process.
• Reach conclusions regarding risk items by the appropriate function/product partner during the onboarding process.

Customers / Stakeholders

• Lead communications with both internal and external clients to facilitate an efficient onboarding process.
• Collaborate effectively with immediate and wider team members.
• Cultivate strong working relationships across all product lines within GBM and with functional teams.
• Ensure fair outcomes for the end users (the company clients).
• Maintain control aspects of the process.
• Own and resolve issues with all stakeholders, knowing when and how to escalate as necessary.
• Ensure conduct maintains orderly and transparent operations in financial markets.

Operational Effectiveness & Control

• Suggest ideas and contribute to actions aimed at improving customer service, quality, and teamwork.
• Adhere to company policies, procedures, and control requirements relevant to daily operations and be proactive in addressing any concerns regarding actual or potential issues.
• Apply administrative policies and standards to allocated tasks, taking responsibility for ensuring high-quality outcomes and effective risk management and regulatory compliance.

Leadership & Teamwork

• Support the achievement of the company's vision, values, goals, and culture through personal behavior, actions, and decision-making.
• Take responsibility for understanding performance expectations, completing mandatory training, and developing necessary capabilities to be effective in the role.
• Contribute to team development and success by sharing knowledge and good practices, and collaborating to create a diverse and supportive working environment.

Observation of Internal Controls (Compliance Policy / FIM requirements)
The job holder must be able to demonstrate adherence to internal controls through compliance with all relevant procedures, maintenance of appropriate records, and timely implementation of audit points. This includes effective communication with the Compliance department about new business initiatives and ensuring adequate resources and training are provided to foster a compliance culture and maintain positive relations with regulators when applicable.

Role Dimensions

• Lead KYC/CDD processes (onboarding and ongoing maintenance) for the entire GBM institutional client base of the company across all products.
• No direct budgetary or transactional control.

Qualifications / Experience
Qualifications:

• Bachelor’s degree required; Master’s degree preferred in Business Administration or Finance.
• CME 1 Part 1 & Part 2 certifications required for role confirmation.

Experience:

• 3 to 5 years of relevant work experience in a similar role.
• Experience in the banking sector within the region focusing on Compliance/Documentation is preferred.
• Background in a fast-paced, high-pressure environment interfacing with multiple senior stakeholders.
• Proven organizational, time-management, and problem-solving skills.
• Excellent interpersonal, written, and verbal communication skills, adept at dealing with executive and senior management levels in a courteous and efficient manner.
• Ability to prioritize workload effectively and exercise initiative in challenging situations, knowing when and how to escalate issues.
• Detail-oriented with the capability to maintain confidentiality over data and information handled.
• Advanced proficiency in computer skills, including all Microsoft Office applications.