Head of FMO Client Coverage Europe recruitment

Client Service / Client Relationship Management

1. Primary point of contact for external clients for enquiries, complaints, resolving of discrepancies and transactional errors.

2. Provide the highest standard of client service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients.

3. Responsible for client satisfaction with service arrangements and delivery.

4. Work with internal stakeholders for service requirements, enquiries, and instructions.

5. Responsible for effective service recovery process through complaint logging and handling.

6. Maintain a professional SCB image through all interactions with clients.

7. Continually identify opportunities to improve client efficiency / performance.

 Performance in Key Areas

1. Meeting all Service Level Agreements.
2. Monitoring SLAs of key dependents.
3. Coaching the team to be ever more client focused and efficient.
4. Operational Risk and Audit reviews.
 
Skills Training

1. Engaging in person training as well as developing the skills within the team.

Behavior

1. Project a professional SCB image through all interactions with internal and external clients.
2. Living the SCB values – Courageous, Responsive, International, Creative and Trustworthy.

PREREQUISITES

Experience/Knowledge Required

1. Organised and detail orientated.
2. Computer literate with the ability to learn customer service software applications.
3. Effective interpersonal and communication skills.
4. Good questioning skills.
5. Good analytical and problem solving skills.
6. Able to recognize basic styles of customer behaviour and how to adapt each style to create positive ‘chemistry’.
7. Able to identify and manage both transactional and operational risks.
8. Ability to work under pressure.
9. Intermediate level of product/processes knowledge.
10. Sound wholesale banking operations experience at management level.

Risk Control

1. Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.

2. Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.

Operational Excellence

1. Assist in implementation of service and efficiency improvement initiatives in client coverage team and facilitate transfer of best practice.

Leadership and Management

1. Coach and develop the team to a high standard that is considered the pinnacle of Financial Market Operations talent.

2. Manage entire performance appraisal and objective setting process.

3. Take full responsibility for recruitment, including the active pursuing of new or replacement headcount approval as and when it’s required.

4. Manage within the guidelines and remits set by local and global senior management.