Associate Director, CSM Team Leader - Private Bank India

Job Summary

Client Services:
Lead team of Client Service Managers (CSM) and CSM Team Leaders, to deliver consistent and high-quality service to Private Banking clients. Provide guidance to Front Office teams (Relationship Managers and CSMs) in executing transactions and other client services (e.g., account opening, periodic reviews, credit, payments, investment transactions), in an accurate and timely manner. Facilitate a smooth working relationship of Front Office teams with support functions.

Business Controls:
Foster an effective control environment. Guide CSMs and CSM Team Leaders to minimize operational risks in the Front Office, including all aspects of documentation control. Implement control measures in compliance with regulations and Group Standards. Drive, implement and promote an effective risk management culture and operational framework.

• Be multi‑skilled to handle all kinds of transactions and services in the bank as per applicable guideline.
• Provide professional accurate and timely support to client Advisors.
• Provide prompt, efficient and courteous service to PVB customers.
• Ensure transactions are processed with a high level of accuracy and commitment within standard turnaround time in order to satisfy customer needs.
• Manage the preparation of Client Due Diligence (CDD) reviews and ensure deadlines are met, and timely follow up of issues raised.
• Liaising with other Departments where necessary, promptly inform Client Advisors and the management team of any client complaints including resolution with service levels and accurate input onto the Complaints Database.
• Deal with and process payments, deposits, and credit card applications accurately and within deadlines and follow up with any queries.
• Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints.
• Ensure he/she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. He / She must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.
• Call Backs to clients to verify high value payments, change of addresses, enquiries and various administrative matters as per the current process and guideline from time to time.
• Constantly challenge processes and procedures with a view to streamlining and simplifying, to reduce waste and improve service offered to internal and external clients.
• Deal with Account Opening documentation and queries as required, ensure client files are updated with the relevant documents as per prescribed norms.
• Ensure compliance to BCSBI, Treating Customer's Fairly standards are consistently met.
• Keep up to date with existing and new SCB Private Bank products.
• Keep up to date with new developments in banking, financial and SCB investment products and services.
• Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections.

• Manage a team of Client Service Managers (CSM) and CSM Team Leaders to ensure smooth functioning of the Front Office.
• Work with relevant teams to enhance the control environment within the Front Office.

• Supervise execution of processes / parts of processes that require Front Office and CSM action. These include CDD Account Opening and Periodic Review, Investment Trade Execution, Payments, Non-financial transactions, etc.
• Measured indirectly by the success of the Relationship Managers, AUM and revenue goals.
• CDD
  - Completion of documentation and adherence to local and group compliance issues.
• Adherence to regulatory and Group compliance issues.
• Number of client complaints and compliments received about the direct service offered.
• Successful completion of all accreditation tests and mandatory e-learning.
• Minimising operational losses and P & L claims.
• Client satisfaction survey results.
• Timeliness of submission-Client instructions and AO/PRs.

• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and…