Manager, Client Services

Overview

The Manager of Client Services supports the Elite Banking division by managing daily operational activities and delivering exceptional customer service to both new and existing clients. Although closely integrated with the Sales Team, this position operates independently under the Head of Elite Client Support to maintain consistent service standards across the client services team.

Key Responsibilities

• Provide high-quality, unbiased service for clients linked to Relationship Managers through various communication channels including phone, email, and face-to-face interactions.
• Serve as the primary client contact in the absence of the Relationship Manager, handling inquiries and requests efficiently.
• Assist Relationship Managers with account openings and closures, ensuring strict compliance with Know Your Customer (KYC) and other regulatory checks, and follow up on documentation requirements within stipulated timeframes, escalating issues when necessary.
• Process client transactions such as transfers, remittances, fixed deposits, and foreign exchange deals within agreed turnaround times, while coordinating special rate procurement and tracking completion progress.
• Collaborate with investment desks, transaction execution departments, asset management offices, custody, and securities teams to ensure seamless processing and follow-up of investment trades, with performance reporting escalated to management and quality assurance.
• Conduct signature verifications and callbacks as required, maintaining strict control over client document verification protocols.
• Liaise with internal departments and international branches to facilitate client service requests and resolution of issues.
• Provide updated bank and portfolio statements to clients and prepare regular reports on request volumes for management review.
• Manage delivery and tracking of sensitive client security items such as debit/credit cards and cheque books, with accurate record-keeping and escalation of any process deviations to management.
• Log customer complaints promptly in the complaint management system within defined timelines, monitor complaint trends, and report insights for corrective action to enhance client satisfaction.
• Maintain updated trackers for all client documents to ensure audit compliance and data integrity.
• Participate in training programs to enhance both business knowledge and personal skills.
• Monitor and escalate issues in the ICCS system as needed.
• Provide mentorship and training to junior staff and support colleagues during leave periods to maintain seamless operations.
• Adhere strictly to bank policies, compliance mandates, regulatory standards, and respond promptly to audit requirements with zero tolerance for unsatisfactory feedback.
• Demonstrate flexibility to transition between client segments based on management directives.
• Perform additional duties assigned by management.

Candidate Profile

• Highly motivated individual with strong interpersonal and communication skills; multilingual abilities are considered an advantage.
• Exhibits professional discretion, strong work ethics, and the capability to manage challenging situations and clients calmly and positively.
• Committed to continuous personal development through internal and external training initiatives.
• Strict adherence to the bank's work schedule and organizational structure.