VP, Global Client Advocate recruitment
GCSO 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 GCSO division provides Cash Management products and services to a global client base. The GCSO division assists our Clients to manage their Treasuries and Cash levels efficiently.
GCSO is split into Fulfillment Servicing, Documentation and Operations businesses.
Fulfillment and Servicing Global Client Fulfillment 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 fulfillment and service experience.
Documentation 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 Fulfillment and Sales regarding legal documentation, AML requirements and client requests.
Operations The Operations division within GCSO, 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.
Serves as the client advocate for our largest global clients across operations, fulfillment, service and product globally, championing processing and operational controls which recognize the value of the client relationship, ensuring impact of change to the client is understood and coordinated, and creating connectivity of the service and fulfillment activities across the various regional teams. Role will have accountability for understanding the clients’ comprehensive relationship across the globe. Individual will lead the response and coordinate communication for high risk issues impacting the client coordinating across regions, departments and other bank divisions as appropriate.
Responsibilities:
- Advocate client needs and priority with various operations across BAC
- Monitor operations globally to proactively identify any issues or trends
- Review copies of email contacts from client to local Dedicated Service Director (DSD) points of contact, identify any urgent items or those requiring broad action and escalate quickly
- Monitor technology releases to understand potential downstream impacts to client; alert technology and operations partners for proactive monitoring
- Coordinate daily handoff of activities between regions and resolution of open items
- Attend client visits and calls as appropriate
- Navigate the Bank and escalate issues on client’s behalf
- Own communication to client and event coordination in conjunction with event management; resolve client impacts, including post-mortem and claims tracking
- Coordinate Operations, Fulfillment and Service review with client; host cross functional routines with key partners (Fulfillment, Service, Operations, Technology, Sales, etc.) to review the client relationship
- Required Skills:
- In depth knowledge of treasury, cash management products, wholesale operations, and governing regulations
- Anticipates and takes ownership of client needs and problems, delivering with speed and accuracy
- Customer Service, Relationship Management or client facing experience
- Proven ability to command attention and escalate appropriately up and across the organization
- Strong stakeholder engagement skills
- Demonstrated leadership ability
- Possess excellent communication skills
- Must work well under pressure and time constraints
Desired Skills:
- Project management experience – PMP Certification Preferred
- GreenBelt Certification