Dubai Recruitment Dubai - United Arab Emirates
Jan 22, 2017Full time
Job Function: Private Banking Regular/Temporary: Permanent Full/Part Time: Full time The Team Leader of Client Services is formally aligned with, but independent of the Relationship Manager Team Leaders (RMTL) and the Relationship Managers (RM). Their role is to lead and manage a team of Customer Service Managers (CSM’s) who’s role it is to support the Relationship managers, give Client's a high level of Client Service and satisfy numerous monitoring and control responsibilities required of staff supporting the sales force. In doing so, the Team Leader of Client Services must promote a strong Client service Culture and an effective risk management culture and operational framework. Key Roles and Responsibilities KEY RESPONSIBILITIES: - Manage a team of Client Service Managers who's role it is to deliver consistent and high-quality service to Private Banking clients. Each CSM is dedicated to supporting 2 RM’s but the Team Leader retains supervisory control and decision making over all activities of the CSM team. - Drive a strong Client Service Culture and improve Client feedback of the service they receive from the Bank - Improve overall quality of CDD and transactional submissions by managing the CSM team in a coherent, cohesive manner and ensuring all staff are trained well on the Bank’s CDD procedures. - Implement initiatives to drive higher levels of standardisation, reduce error rates in new account openings, periodic reviews, Transaction management etc; thus leading to improved turnaround times. - Provide guidance, advice and support to Team Leaders (TL’s), Relationship Managers (RM’s), and CSM staff in matters related to Clients, Client services, transactions, account opening and maintenance. Minimise error and rejection rates and ensure effective processing in agreed cycle times. - Enhance the risk management and compliance culture within the business. This includes communications and other initiatives to ensure the appropriate risk-awareness and behaviour of staff. - Drive a consistent level of standardisation across the RM’s and CSM’s leading to maximised productivity and improved efficiencies across all activities - Work with others to Initiate and lead initiatives to improve Front Office processes, to deliver step-change in productivity and client experience. Develop a culture of continuous improvement among CSMs. - Work with learning personnel to coordinate and, on occasion, deliver required training initiatives (e.g. new products, policies, processes) - Designated Client Complaints Handler. Conduct investigation and coordinate with relevant parties to ensure timely resolution and root cause analysis. Escalate immediately as and when required. - Actively participate in the prevention of money laundering and fraud by strict adherence and close diligence to the Bank’s policies and procedures and the regulations set by the DFSA and the UAE Central Bank. KEY MEASURABLES: - Client satisfaction with the Bank and their Client Service Managers - Ratio of first time successful account openings and transactions accepted for processing versus re-work cases, within agreed cycle times - Improved levels of standardisation in relevant processes across the population of RMTL’s, RM’s, and CSM’s - Meet minimum Turn Around Time metrics (new client account on-boarding, Periodic Reviews, etc.) - Satisfactory results on any audits or Compliance Monitoring Reviews undertaken. - Timely communication to front office staff of changes to relevant policies, procedures, control objectives - Timely reporting and escalation of significant risk exposures (operational, transactional, KYC / CDD, credit, etc.) Qualifications and Skills - Previous experience as a Manager or Team Leader within Private Banking or Wealth Management highly desirable. - Strong understanding of Private Banking client service requirements beneficial - The ability to multi-task within a high-volume, HNW segment is essential - Preferably holding a degree or equivalent education from a reputable University - Strong and demonstrable client focus. Client needs and responding and resolving disputes should be core to your skillset and is essential in this role - Excellent English language skills essential, Arabic preferred How To Apply You can search and view current opportunities across our organisation and apply immediately by visiting www.standardchartered.com and selecting Careers. To help speed up your application, please note the following: - You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role - Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information) - We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience. Closing Dates The closing date for applications is 19/01/2017. Please note all closing dates are given in Hong Kong time (GMT + 8 hours). We aim to respond to successful applicants within four weeks and will keep a record or your application in our database so that we can contact you when suitable vacancies arise in future.