Regional Service Manager, Securities Services

Our client, one of the world's largest international banks and investor relations providers, is seeking a Regional Service Manager to be the primary point of escalation for all service related issues across their Africa footprint, working together with RMs, Product Sales, Operations and other key internal stakeholders to develop clients' pre-origination service solutions, manage post origination needs, identify opportunities and deliver the Bank's services. The role requires someone who can build strong service focused relationships and rapport with key clients at the transactional/operational level, and will use service relationships as a strategic tool to increase wallet shares and revenue retention.

Key responsibilities include:

Client Service

  • Managing escalated operational roadblocks through end to end ownership of client issues raised
  • Monitoring daily interactions with the client utilising CRM
  • Responsible for client satisfaction with service arrangements and delivery at regional and country levels through regional and country Service Managers
  • Continually identify opportunities to improve client efficiency and performance, service, product solutions, utilization and optimizing channel usage, up-selling and cross-selling, etc, through leveraging client Service Reviews and the relationship, to understand client's needs

Service Management

  • Semi Annual service review of key client relationships to ensure client experience remains favourable and operational issues are resolved to the clients satisfaction
  • Review service level agreements with our clients and identify ways to continuously improve service level standards
  • Conduct internal service reviews to identify and close gaps between clients needs and product/service delivery
  • Analytics - review client data on an on-going basis to help reduce enquiries received - transaction volumes, service requests, complaints, etc
  • Monitor high value transaction processing, use authority for prioritization of transactions, when critical to client
  • Conduct client visits - introduction, relationship building initiated by RMs to resolve issues and service relationship with Client's Operations and Treasury counterparts
  • Conduct proactive visits on facilities utilization, transaction volumes, issues raised, etc
  • Communicate client feedbacks to Product on client needs and products
  • Manage RFP submission in conjunction with RFP team, ensuring final product is of the standard required and represents the Bank in the best light
  • Coordinate and conduct client trainings with internal stakeholders

Operational Excellence

  • Assist in implementation of service and efficiency improvement initiatives with all relevant stakeholders and facilitate transfer of best practice
  • Identify process improvement opportunities from Service Reviews and feedback to in country colleagues
  • Identify competitive best practices from clients, service staff, front office staff and feedback to appropriate colleagues
  • Lead and enhance client support by driving co-ordination within our global network to build solutions for client's needs
  • Manage end-to-end service support with internal stakeholders on escalation of service gaps

 Key Client Service Planning / Reviews

  • Lead and agree account service plan for the client with the RM
  • Deliver the service plan, including:
  • Lead in Service Reviews with Key clients, reviewing service performance with the clients and generate ways to continuously improve service level standards
  • Where possible, accompany RM on sales calls to sell our service capabilities and/or to resolve clients' operational and service issues
  • Lead in managing client loyalty with the division
September 20, 2012 • Posted in: General

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