SVP, EMEA Client Service & Fulfillment Manager recruitment

PLEASE NOTE - THIS ROLE IS BASED IN BROMLEY

Bank of America Merrill Lynch provides comprehensive market, industry, product and advisory expertise to more than 140,000 businesses around the globe.   With unrivalled insight and access delivered by dedicated relationship teams, we connect clients with the right opportunities in more than 150 countries throughout Europe, the Middle East and Africa, Asia Pacific and the Americas.

Bank of America Merrill Lynch’s Europe, Middle East and Africa (EMEA) footprint comprises of 32 cities across 23 countries on three continents. The company is a long-established participant in the European markets, with a presence since 1922. Currently over 14,000 associates are based in EMEA.

Globally, Bank of America Merrill Lynch serves clients and customers in more than 150 countries and has relationships with 99 percent of the U.S. Fortune 500, nearly 96 percent of the Fortune Global 500 and 33 percent of the FTSE 100.

Today, the company offers an integrated and comprehensive set of products and services across all businesses, serving the needs of individual, corporate, institutional and government clients, by combining the best of local knowledge and international expertise. Bank of America Merrill Lynch has a strategic and measured approach to its international development and is strengthening its business and infrastructure to create sustainable, long-term growth.  Area overview:

Global Client Fulfillment and Service supports both the front office teams within the Corporate Banking division of Bank of America Merrill Lynch and supports the treasury, commercial credit and technical service needs of Global Corporate Bank and Global Commercial Bank clients.  The Global Client Fulfillment and Service division provides Cash Management products and services to a global client base. The Global Client Fulfillment and Service division assists our Clients to manage their Treasuries and Cash levels efficiently.

Global Client Fulfillment and Service is split into Fulfillment Servicing, Documentation and Operations businesses.

Global Client Fulfillment and Servicing is responsible for the implementation and servicing of all treasury, credit and depository solutions primarily for the Global Commercial and Corporate Bank clients. Our team works directly with clients and collaborates with business partners to provide a seamless world class fulfilment and service experience.

Documentation is responsible for on boarding of new clients to ensure that Bank of America Merrill Lynch meets both the regulatory and internal AML/KYC requirements. The Documentation Team also provides guidance and training to other members in EMEA Fulfilment and Sales regarding legal documentation, AML requirements and client requests.

The Operations division within Global Client Fulfillment and Service facilitates 36 incoming and outgoing high-value low-value, cross-border and multicurrency payments utilizing a number of internally developed and vendor supported payment systems and infrastructure. Operations teams are located in the Americas (U.S., Canada and LATAM), Europe, Middle East and Africa (EMEA) and Asia.

Responsibilities:

Work closely with key stakeholders at all levels including Sales Relationship Management, Operations, Technology and Finance to ensure client service is provided to an optimum level across the following areas; on-boarding, post-query follow up, levels of urgency, service delivery, and service quality

• Accountable for all front line service delivery across Transaction Banking, Treasury, Cash Management and Trade Finance functions

• Ensure best practice is adhered to across all post-sales, client facing functions including Treasury, Client On-boarding / KYC, Servicing, Credit, Implementation and Technical Help Desk

• Ensure a strong working relationship is maintained between the production environment in Operations and the key Sales partners across all business lines, especially during negotiations regarding complex client implementations

• Work closely with the Business, Operations and Technology to ensure all productivity levels are delivered against a defined set of matrix

• Manage and drive the change agenda in delivering all necessary process improvements and enhancements to the service delivery teams, in accordance with existing project methodologies

• Work with Senior Management in the build out of an improved target operating model, defining the global client coverage strategy going forward

Required Skills:

• Strong knowledge of the post-sales value chain across either Transaction Banking, Treasury, Cash, Trade and Payments

• Global Commercial/Corporate Fulfilment business experience with extensive treasury products knowledge

• Experienced Senior Manager with experience from a Corporate Banking Client delivery environment

• Extensive integration skills, significant enterprise thought leadership and an ability to influence peers and executives across organizational lines

• Proven leadership abilities including business acumen, strong problem solving and communications skills

• Proven track record of creating a client centric environment.

• Ability to build productive partnerships across organizations

• Ability to operate effectively in ambiguous situation and provide clarity of purpose

• Proven people management skills demonstrated creative approach to driving key hiring and talent planning activities across the groups.

• Proven learning agility in a fast paced rapidly changing environment

• Proven track record of leading global teams

Desired Skills: