Client Delivery Specialist

Job Description

The Role ResponsibilitiesJob RoleThe role is responsible for

• Perform end-to-end orchestration across all processes and services managed by Client Management.
• Engage clients throughout process, ensuring seamless delivery and client experience.
• Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases.
• Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps.
• Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes.
• Perform Account opening orchestration for all UK required account openings for Internal / external accounts.
• Carry out Trade profile creations for all UK and AG trade openings.
• Orchestrate the FM onboarding requirements and ensure a smooth handover / transition once KYC is complete.
• Being the main point of contact for all NTB KYC related queries.

StrategyTargeted Improvements

• Act as a service partner, work together with Clients, RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients.
• Deliver excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate.

Automation and Streamlining

• Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes.
• Adherence to changes in line with the Client Management destination model and DOIs.

Business

• Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps.
• Provide quality support and advice to Relationship Managers (RMs) within all lending units on all documentation related matters, including the origination of documentation for customers where required.
• Deliver excellent service and advice to our Corporate, Commercial and Institutional Banking ("CCIB") and Banking and Business Banking ("BB") clients in all interactions for their channel activation pre-transactional enquiries / setup, trainings and otherchannel related issues.

ProcessesGeneral

• Perform end-to-end orchestration across all processes and services managed by Client Management.
• Engage clients throughout process, ensuring seamless delivery and client experience.
• Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases.
• Adhere to first-time-right principles.
• Provide insights and suggestions to improving processes, identifying opportunities to streamline and automate. Look at ways to promote standard work and best practices.
• Undertake ad-hoc duties and when delegated by Line Manager and Country Client Management Head.

Client Relationship Management

• Demonstrate strong knowledge of client needs for the assigned client portfolio and able to engage clients effectively.
• Have the ability to set expectations of stakeholders (Internal and External) to ensure deadlines are met.

Client Due Diligence (CDD) and Regulatory Onboarding

• Review of CDD for New to bank Clients and perform regulatory onboarding (e.g. FATCA, CRS, MIFID, Sanctions) activities.
• Conduct checks on CDD as applicable.
• Respond and clear queries from Clients / Checkers / Other Specialists / Business CRM in a timely manner.
• Work in partnership with all relevant stakeholders effectively within the end-to-end CDD process.
• Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.
• Carry out requirement review for additional booking locations when linked to an NTB request.
• Segments covered include Corporates, Banks and Broker dealers (BBD) and Public sector development organisation (PSDO).

Account Opening

• 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.
• Work closely with Transaction Banking Implementation Manager for complex implementations as per agreed process.
• Document Archival (hard and soft copies).
• Carry out both UK Internal and client account openings for FI and Corporates.

People and Talent

• Provide effective orientation / guidance to new joiners on the banks policies / procedures / processes to ensure their successful assimilation into the team and the bank.
• Develop and implement a personal learning plan with team manager, to attain necessary competencies.
• Successfully complete milestones as laid out in implemented personal learning plan.

Risk Management

• Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role remit.
• Comply with applicable Money Laundering Prevention Procedures and report any suspicious activity to the operational risk team and Line Manager.
• Ensure a clear and uniform approach towards implementation of the global operating model for all Client Management related processes and adherence to DOIs.
• Report any deviation (if any) to appropriate authorities and obtain proper dispensations.
• Proactively manage risks and establish / monitor controls to improve the overall state of the risk management and operating framework.
• Ensure sanction reports (G / SRAFs) regarding any potential nexuses are raised correctly and in accordance with the Sanctions policy.

Governance

Ensure strong due diligence on document safekeeping and data confidentiality.

Ensure correctness of documentation prior to any dispensation from the Bank. Ensure compliance with the internal policies and credit policies, external policies, regulatory and