About the Role
The primary objective of this position is to standardize and manage the overall service and operational quality across the Private Banking Division. This includes ensuring adherence to bank policies, standard operating procedures (SOPs), and compliance with regulations at all levels. The role involves creating, negotiating, implementing, and monitoring the success of all Service Level Agreements (SLAs) with various partners while managing all Client Service Officers (CSOs) and ensuring optimal service levels are maintained throughout the division.
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Responsibilities
- Complete re-engineering of the CSO team and client services units, identifying proper capacity and leveraging all staff strengths.
- Collaborate closely with Sales Financial Advisors (SFA), Financial Advisors (FA), and Unit Heads to identify desired service levels.
- Represent the Private Banking Division in liaising with audits related to operational issues, working with SFA/FA to rectify all audit objections and queries.
- Lead projects aimed at enhancing overall client services, including establishing privileged client handling in branches, the company Gold Centres, remote offices, and other client service points, including direct phone services.
- Standardize and manage service quality across all Private Banking locations and client touchpoints, including establishing prioritized service at the call center (CSU).
- Monitor, supervise, and continuously train new and existing CSOs.
- Work closely with all operational and credit departments to ensure a seamless customer experience.
- Create and monitor all service level agreements, identifying any gaps and formulating solutions.
- Ensure effective handling of customer complaints for Private Banking clients.
- Monitor customer feedback to ensure that Private Banking standards are consistently met.
- Conduct regular reviews to ensure smooth functioning of SLAs and operational standards, initiating necessary amendments as needed.
- Conduct an overview of operational functions, ensuring strict adherence to Anti-Money Laundering (AML) regulations, SOPs, and local Central Bank policies, while enhancing controls to manage operational risks.
- Carry out regular checks on security items and documentation as part of pre-audit checks to ensure policy adherence and identify gaps.
- Ensure the excellent quality of Know Your Customer (KYC) information is maintained for all Private Banking clients, including regular annual reviews of transaction turnover and nature. Complete pending reviews on a project basis.
Qualifications
- Graduate with a minimum of 10 years of experience in the banking or service industry.
- Strong negotiation, leadership, decision-making, and interpersonal skills.
- Excellent command of spoken English, with strong writing abilities.
- Expertise in managing service units and excellent team-building skills.
- Highly customer-oriented approach.
- Familiar with local regulations and the business environment.
- Possess a pleasant personality with the ability to manage difficult situations.
