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Client Services Manager Banking industry

FBN Bank
Job LocationCity of London
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

FBN Bank UK is looking for a Client Services Manager to join our small and collaborative workplace. The role will be responsible for the Client Services team in a bigger Operations department. The CSM works as part of the Client Services, Payments & Treasury Operations Team reporting directly into the Head of department. The CSM 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. FBN Bank UK is the subsidiary of First Bank of Nigeria Ltd and draws on its history and unparalleled expertise of African-European trade to serve customers with their day to day international banking requirements. If you are interested in this position, please send your CV and cover letter explaining why you are suitable for this role. Responsibilities

  • 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.
  • 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.
  • Person Spec
    • Professional/Academic Qualifications:
  • Bachelors degree, preferably in Banking/Financial Services or a similar field is desirable.
    • Experience/Knowledge
  • Must have a minimum of 5 years’ experience in Banking/Financial Services in the Operations/Payments area.
  • Fundamental experience in complaints management and reporting.
  • 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.
  • Have a strong focus on continual learning and application of Regulatory requirements.
  • Ability to work using own initiative and assisting, ensuring all departmental deadlines will be met, and assisting others.
  • Demonstrate awareness of standard business practices and an ability to quickly understand the business such as products and services; its internal systems, processes, and procedures; and its relevant external influences (competitors, laws and regulations, market conditions, etc.)
  • 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:
  • Flexcube working knowledge desired but not essential
  • Excellent working knowledge of SWIFT
  • Intelli-match /or similar Confirmation matching systems experience
  • Solid working knowledge of BoE RTGS Enquiry Link
  • Solid Excel, Word, PowerPoint, Outlook skillsInterpersonal Skills:
  • Strong attention to detail, quality and accuracy
  • Applies strong resilience and maintains performance in the face of continued high levels of work pressure. Recognizes when people are under pressure and provides the appropriate support
  • Incident and Problem Management: demonstrates rapid powers of recovery, understanding the need of Root Cause Analysis to prevent reoccurrence and improve end-to-end service
  • Strong communication skills and an ability interact efficiently with senior key stakeholders and other teams within the company
    • Required skills
  • Client Services
  • Microsoft Excel
  • Nostro Reconciliation
  • People Management

    • Keyskills :
    Client Services Microsoft Excel Nostro Reconciliation People Management

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