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Client Services - Manager
Job type: Permanent

45-50k plus banking benefits
Our client an International Bank based in London is looking for an experienced Client Services Manager to join their Client Services, Payments & Treasury Operations. The Client Services Manager is responsible for the Client Services Function and works as part of the Client Services, Payments & Treasury Operations Team reporting directly into the Head of department. The role will be primarily responsible for customer/account opening and maintenance, processing customer complaints, dealing with customer queries, users’ maintenance on the Bank’s online banking platform, maintaining the Bank’s static data and ensuring customer information is kept up to date. Primary Responsibilities of Role: Management and Supervision of the Client Services Function to achieve operational excellence and effective delivery within set SLAs. Identify areas of operational risk and implement sound controls to ensure that risks are managed effectively in the day to day running of the Client Services Function. Ensure that risks incidents are reported as per policies and procedure to the Operational Risk Function of the Bank. Ensure Complaints Handling processing is stringently managed in accordance with policy and procedure and FCA timescales Nostro reconciliation and investigations are effectively managed daily in accordance with Bank procedure Ensure Client Services performs all the relevant Compliance checks and controls according the bank’s Financial Crime Prevention Policy. Develop, update, and maintain Function procedures and SLAs. Ensure process workflows and procedures are reviewed and updated where appropriate and identify where change and process improvement could be introduced. Support Management to ensure the Function is fully cross trained, ensuring that Client Services has always adequate supervision and support. Champion projects and initiatives related to the continuous improvement of the Function through synergies and collaboration across the Bank. Ensures robust management of errors in spirit of being “Open, Honest and Transparent”. Where required, engage with vendors, and build working relationship with 3rd parties. Day-to-day people management of the team, including distribution of tasks and projects, attendance management, training, and development. Contribution to the Performance Evaluation of team members, including Objective Setting and Development. Maintenance of any non-transactional data in order to preserve a clear segregation of duties between transactional and static data. Maintain legal documentation of clients and transactions. Experience/Knowledge Bachelor's degree, preferably in Banking/Financial Services or a similar field is desirable Must have a minimum of 5 years’ experience in Banking/Financial Services in the Operations/Payments area. Fundamental experience in complaints management and reporting and a Strong knowledge of Nostro Reconciliations and Investigations. Fundamental experience in Front to Back Operations process flow and end to end Client service. Working understanding of the Payments sphere: SWIFT Payment Messages, CHAPS, FPS and BACS, Direct Debits, Card management and Internet Banking. Sound understanding of implementation and management of risk controls and a strong focus on continual learning and application of Regulatory requirements. People management skills at a team level. Experience of the development and production of detailed MI, with the ability to distinguish key information and trends in detail to drive performance outcomes. Technical Skills: Working knowledge of Flexcube, Swift and Intellimatch is required along with a Solid working knowledge of BoE RTGS Enquiry Link and a Solid Excel, Word, PowerPoint, Outlook skills.
Ref: SO16059 Location: City

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