About the Role
The position involves standardizing and managing overall service and operational quality across the Private Banking Division. The aim is to ensure adherence to the company's policies, standard operating procedures (SOPs), and compliance with regulations at all levels. You will be responsible for creating, negotiating, implementing, and monitoring the success of all service level agreements (SLAs) with partners, as well as managing all client service officers to guarantee proper levels of service.
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Responsibilities
- Complete re-engineering of the client service officer (CSO) team and client services units while identifying proper capacity and utilizing all staff strengths.
- Work closely with strategic 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 in rectifying all audit objections and queries.
- Lead projects as required to improve 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 the overall service quality at all Private Banking locations and client touch points, including establishing priority service at the call center (CSU).
- Monitor, supervise, and continuously train new and existing CSOs.
- Collaborate 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 Private Banking standards are met at all levels.
- Conduct regular reviews for the smooth functioning of SLAs and operational standards, initiating necessary amendments as required.
- Conduct an overview of operational functions, ensuring strict adherence to anti-money laundering (AML) laws, SOPs, and local Central Bank policies; enhance controls where needed to manage operational risks.
- Carry out regular checks on security items and documentation as a pre-audit check to ensure adherence to policies and identify gaps.
- Ensure excellent quality of Know Your Customer (KYC) documentation is maintained on all Private Banking clients, including regular annual reviews of turnover and nature of transactions. Pending reviews should be completed on a project basis.
Qualifications
- Graduate with 10 years of experience in banking or the service industry.
- Possess good negotiation, leadership, decision-making, and superior interpersonal skills.
- Strong command of spoken English and excellent writing skills.
- Expertise in running service units with effective team-building skills.
- Highly customer-oriented.
- Conversant with local regulations and the business environment.
- A pleasant personality with the ability to manage difficult situations.
