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 are typically high-profile, ranging from local/regional Sovereign Wealth Funds to important local Government entities and international global custodian banks and broker dealers. The job holder must adeptly communicate with and manage these clients during the onboarding experience while liaising with senior stakeholders within Product, Legal, Risk, and Compliance internally. A thorough understanding of local rules and regulations mandated by the Capital Market Authority, as well as the company's internal AML CDD policies and procedures, is essential. The role requires the ability to make risk-based decisions while handling CDD and applying policies and regulations. Additionally, the job holder ensures clients are assigned the appropriate Financial Crime Risk Rating to facilitate the necessary screening and monitoring for AML and Sanctions. Accountability includes ensuring timely completion of refreshers and notifications to clients while maintaining robust controls around internal procedures, focusing on ongoing process improvements, capacity creation, and cost reduction. Going forward, the job holder will play a key role in activities associated with Minerva and the Group at large.

Principal Accountabilities
Key activities and decision-making areas
Specific responsibilities include but are not limited to:

• Lead all onboarding requests on behalf of the GBM relationship and product teams, acting as the "operational" point of contact for clients' onboarding requirements.
• Serve as the liaison between the company's SA Middle Office team, the relevant product teams, and the client for onboarding and ongoing KYC refreshers.
• Coordinate the collection of additional client information to enable the downstream company's SA Middle Office functions to perform their work.
• Actively build and maintain relationships outside of client management, engaging with shared services, Front Office, IT, Legal, and Compliance.
• Provide support for complaints management within the GBM business.
• Organize 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's SA Legal team.
• Act as a coordination point with the company and SABB RM and product teams for client onboarding and reviews.
• Develop and maintain a GBM client tracker, including KYC refresher dates.
• Ensure that team members (Client Management analysts) adhere to agreed procedures in their duties.
• Assist with any additional projects as directed by COO GBM.

Typical KPIs and Targets

• Deadlines met
• Work completed on time and to the required standard
• Work processed according to established procedures
• Relevant queries responded to without needing escalation
• Properly communicated escalated queries with adequate context/background
• Accurate maintenance and updating of files/records
• Adherence to procedures regarding confidential information
• Diligence throughout all aspects of the onboarding process
• Timely conclusions regarding risk items by the appropriate function/product partner during the onboarding process

Customers / Stakeholders

• Lead communication with both internal and external clients to facilitate an efficient onboarding process
• Collaborate with team members both immediate and wider
• Cultivate strong working relationships with product lines within GBM and functional teams
• Focus on delivering fair outcomes for the company's SA clients at all times
• Maintain control aspects of the onboarding process
• Own and resolve issues with stakeholders, escalating appropriately
• Ensure conduct supports the orderly and transparent operation of financial markets

Operational Effectiveness & Control

• Contribute ideas and implement actions that enhance customer service, quality, and collaboration among teams and individuals.
• Adhere to company policies, procedures, and control requirements for day-to-day operations, exceptional and project activities, promptly raising concerns about actual or potential issues in accordance with reporting and escalation protocols.
• Apply administrative policies, procedures, practices, and standards to allocated tasks, taking responsibility for actions to ensure high-quality levels, 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 personal responsibility for understanding and fulfilling performance expectations, completing mandatory training, and developing necessary capabilities to be effective in the role.
• Contribute to team development, effectiveness, and success by sharing knowledge and best practices, collaborating to foster a productive, diverse, and supportive working environment.

Observation of Internal Controls (Compliance Policy / FIM Requirements)
Adhere to and demonstrate compliance with internal controls through thorough procedural adherence, maintaining appropriate records, and timely implementation of internal and external audit points, including issues raised by external regulators. Ensure adequate resources are in place, that training is provided, and that a compliance culture is fostered while optimizing relationships with regulators if applicable.

Role Dimensions

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

Qualifications / Experience
Qualifications:

• Bachelor's degree required, Master’s degree preferred, preferably in Business Administration or Finance
• CME 1 Part 1 & Part 2 certifications are required to be confirmed in the role

Experience:

• 3 to 5 years of relevant work experience in a similar role
• Preferred experience in the banking sector within the region, with a strong focus on Compliance/Documentation
• Experience working in a fast-paced, high-pressure environment with multiple senior stakeholders
• Proven organizational, time-management, and problem-solving skills
• Excellent interpersonal, written, and verbal communication skills with experience dealing with executive and senior management levels courteously and efficiently
• Effective workload prioritization
• Ability to use initiative and know when and how to escalate situations in challenging circumstances
• Detail-oriented with respect for confidentiality regarding data and information
• Advanced computer skills, including proficiency in all Microsoft Office applications.