About the Role
The position is focused on standardising and managing the overall service and operational quality across the Private Banking Division. The role ensures adherence to the company's policies, standard operating procedures (SOPs), and compliance with regulations at all levels. Responsibilities include creating, negotiating, implementing, and monitoring the success of all service level agreements (SLAs) with external partners, while also managing client service officers to ensure proper service levels.
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Responsibilities
- Complete re-engineering of the Client Service Officer (CSO) team and client services units, identifying appropriate staffing capacity and utilising all staff strengths.
- Work closely with Senior Financial Advisors (SFA), Financial Advisors (FA), and Unit Heads to identify desired service levels.
- Represent Private Banking in liaising with audit for operational issues and work with SFA/FA to rectify all audit objections and queries.
- Lead projects as required to improve overall client services, including establishing privileged client handling in branches, the company's Gold Centres, remote offices, and other client service points, including direct phone services.
- Standardise and manage the overall service quality at all Private Banking locations and client touch points, including establishing priority service at the call centre (CSU).
- Monitor, supervise, and continuously train new and existing Client Service Officers (CSO).
- Collaborate with operational and credit departments to ensure a seamless customer experience.
- Create and monitor all service level agreements, identifying gaps and formulating solutions.
- Ensure effective handling of customer complaints for Private Banking clients.
- Monitor customer feedback to ensure Private Banking standards are met at all levels.
- Conduct regular reviews to ensure the smooth functioning of SLAs and operational standards, initiating necessary amendments as required.
- Conduct an overview of operational functions to ensure strict adherence to Anti-Money Laundering (AML), SOPs, and local Central Bank policies, enhancing controls to manage operational risks where necessary.
- Carry out regular checks on security items and documentation as a pre-audit check to ensure adherence to policies and to identify gaps.
- Ensure excellent quality of Know Your Customer (KYC) documentation is maintained for all Private Banking clients, including regular annual reviews of turnover and the nature of transactions, with pending reviews completed on a project basis.
Qualifications
- Graduate with 10 years of experience in the banking or service industry.
- Strong negotiation, leadership, decision-making, and interpersonal skills.
- Excellent command of spoken English with robust writing skills.
- Expertise in running service units with exceptional team-building skills.
- Highly customer-oriented with a pleasant personality, capable of managing difficult situations.
- Familiarity with local regulations and the business environment.
