Associate Director, Client Management, Qatar-2400005270

Associate Director, Client Management, Qatar-(2400005270)Job:OperationsPrimary Location:Africa & Middle East-Qatar-DohaSchedule:Full-timeEmployee Status:PermanentPosting Date:19/Apr/2024, 4:19:34 PMUnposting Date:03/May/2024, 10:59:00 PMRole ResponsibilitiesThe role is responsible for:The leadership and proactive management of the team and deliver the highest quality client service for the client tier under FI or CorporateDrive relevant targets across team. Ensure that the team works collaboratively to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and within agreed service level agreements including turnaround times, productivity, and qualityEnsure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps. Ensuring uniform approach towards the implementation of Client Management model in the country with a focus on service differentiation based on client tiering and valueDrive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processesStrategyTargeted ImprovementsEnsure uniform approach towards the implementation of Client Management model in the country with a focus on service differentiation based on client tiering and value. Ensure that the model is scalable, best-in-class, client-focused and fit for purpose of client delightEngage a wide range of internal stakeholders for discussion in order to streamline processes and implement changesAct as a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clientsAutomation and StreamliningMonitor the efficiency, effectiveness and quality of the operations from time to time and provide corresponding actions for improvement with respect to the changing business or customer needsAccelerate the shift to digital and ensure the digital value proposition is aligned with clients' needs and preferencesDrive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processesDrive adoption by the team, of the latest tools and techniques to improve performanceAdherence to changes in line with the Client Management destination model and DOIsBusinessFully understand the CCIB business strategy and leadership expectations and ensure Client Management activities within the team are effectively managed in accordance with the Bank's strategic focusEnsure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gapsResponsible for the leadership and proactive management of the team and deliver the highest quality client service for the client tier under FI or CorporateLiaise with business units, local/group product, other supporting operations and external business partners when necessary to capture business opportunities in a timely and effective waySupport various stakeholders on regulatory and audit requestsAct as departmental coordinator for outsourcing matters. This requires detailed understanding of outsourcing policy, procedure and regulationMaintain good working relationships with the various Business Units, Finance, Risk, Technology and Operations communityUndertake ad-hoc duties and when delegated by Line Manager and Country Client Management HeadIdentify process improvement opportunities and work closely with management to implement the changeProcessesGeneral Ensure the teams are proactively managing the relationship health of the accounts they are responsible for and delivering the highest quality client service. Deliver quality, risk management, efficiency and effectiveness as per agreed standards & metricsDrive relevant targets across team. Ensure that the team works collaboratively to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, and within agreed service level agreements including turnaround times, productivity, and qualityEnsure work performed by team is error free with no operating losses and adheres to first-time-right principles. Contribute to the teams' BAU productivity at the highest standards, ensuring minimal rework across the team within all processes managed.Manage document inventory, ensuring processes are in place and consistently adhered to by the team in line with global documentation standards and to enable retrieval of documentation in a timely mannerDrive robust operating rhythm across team, ensuring allocation of resources against simple vs. complex and critical activities delivers best outcomes for clients and the Bank. Proactively plan team capacity by forecasting vClient Relationship ManagementDemonstrate strong knowledge of client needs for the assigned client portfolio and able to engage clients effectivelyBuild trust and strong account management support to clients including but not limited to loan drawdowns, overseeing the resolution of client related complaints, issues and escalationsProvide sound advice to clients on associated documentation requirements (e.g. credit documentation, account monitoring activities etc.)Client Due Diligence (CDD) and Regulatory Onboarding (e.g. FATCA, CRS)Demonstrate thorough understanding of the Group's Client Due Diligence (CDD) policies and procedures, various systems, and how it correlates with business needs. Provide input and insight into relevant policy & project discussions as required.Ensure that applicable CDD standards are adhered to by team and all policy/ process/ procedure gaps are highlighted and resolved with relevant stakeholders and senior management on a timely basisEnsure all staff are adequately trained on policies & procedures. Ensure only staff accredited to handle CDD (including relevant Correspondent Banking accreditations) are granted access to the system and execute CDD activitiesDrive network onboarding processesCredit DocumentationProvide inputs into the Credit Issues Committee (CIC) pack, working closely with the Enablement team to ensure outcomes and relevant actions are completed within timelinesManage the end-to end documentation negotiation process including passporting of documents in the network subject to all approvals being in place as negotiated with Legal/Product and Business.Engage and coordinate with Legal & Compliance, Credit, and Clients on standard documentation requirements such as standard terms, country supplements, banking facility letter, master credit terms, supplementary letters etc Ensure document deficiencies are minimised and are rectified in a timely mannerAccount Opening and ChannelsAdhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulationsFacilitate Channels onboarding, on-going maintenance activities including training and post implementation service support to our Straight2Bank clients Work closely with Transaction Banking Implementation Manager for compl

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