Client Coverage Manager - SME ME

Strategy:

• Manage and grow the relationship of existing customers, coordinating with units such as Trade Services, Payments, CRC, and GSSC for various transaction processing and addressing queries related to L/C, Remittances, Bank Guarantee, Export Credits, and facility documentation.
• Assist Relationship Managers in implementing changes to Internal Standards and Procedures in line with business development.

Business:

• Monitor the day-to-day processing and delivery of all Trade Services products related to the Trade CSC, ensuring service standards are met.
• Ensure compliance with Internal Procedures, Operational Controls, and Regulatory Requirements.
• Provide Trade-related services to customers as per standards in the Quality Manual/system, meeting turnaround times as per Service Level Agreements.
• Ensure speedy resolution of customer queries and complaints, following established procedures and quality standards.
• Assist customers with product features, benefits, implementation, and complaints.
• Provide back-office support to the sales team.
• Assist Relationship Managers (RMs) in completing KYC reviews for clients.
• Stay aware of all policies and procedures related to money laundering prevention and KYC.
• Ensure compliance with policies and procedures, reporting any suspicious transactions to the supervising officer.
• Control Static Data Transactions.

Processes:

• Ensure compliance with all Internal Procedures, Operational Controls, and Regulatory Requirements.
• Oversee the processing and delivery of Trade Services products, ensuring service standards are maintained.

People and Talent:

• Lead by example, building the appropriate culture and values. Set expectations and collaborate with risk and control partners.
• Provide ongoing training and development for the team, ensuring holders of critical functions are suitably skilled and qualified for their roles, with effective supervision in place to mitigate risks.
• Employ, engage, and retain high-quality people, with succession planning for critical roles.
• Review team structure and capacity plans.
• Set and monitor job descriptions and objectives for direct reports, providing feedback and rewards based on performance.

Risk Management:

• Ensure business is conducted within the Group's risk appetite, and risks are appropriately managed with relevant stakeholders.
• Ensure compliance with the highest regulatory and conduct standards, particularly in areas such as Sanctions, Anti-Money Laundering (AML), and Environmental and Social Risk Management (ESRM).
• Foster adherence to the Group's values and Code of Conduct.
• Manage Risk Management matters effectively, ensuring appropriate remedial action and reporting to relevant stakeholders.
• Ensure actions taken are in the best interest to avoid reputational risks and operational losses.

Governance:

• Assess the effectiveness of the Group's governance arrangements, ensuring the delivery of effective oversight and controls, and overseeing changes where necessary.
• Understand the regulatory framework in which the Group operates, ensuring compliance with applicable regulations and expectations for the role.
• Deliver effective governance by challenging executives and working openly and cooperatively with local regulators.

Regulatory & Business Conduct:

• Display exemplary conduct in alignment with the Group's Values and Code of Conduct.
• Take personal responsibility for embedding the highest ethical standards across the bank, ensuring compliance with all applicable laws, regulations, guidelines, and the Group Code of Conduct.
• Lead the business unit to achieve the outcomes set out in the Bank's Conduct Principles: Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.
• Collaboratively identify, escalate, mitigate, and resolve risk, conduct, and compliance issues.

Key Stakeholders:

• Internal: Colleagues in CPBB and CDD teams, Product, Risk, Compliance, Trade teams, and other support functions and businesses.
• External: Key clients.

Other Responsibilities:

• Embed the Group's brand, values, and culture in Medium Enterprises and CPBB.
• Perform other responsibilities as assigned by Group, Country, Business, or Functional policies and procedures.

Skills and Experience:

• Manage Conduct
• Manage Risk
• Manage People

Qualifications:

• University Graduate (MBA is a plus).
• Certificate courses on trade finance and lending products would be a plus.
• Minimum 3-4 years of relevant experience in serving business/commercial/corporate clients.
• Experience in servicing international businesses, especially in cross-border contexts, is a plus.
• In-depth knowledge of products, services, and delivery channels for ME & Trade Customers.
• Sound product knowledge of trade, cash, lending, FX, and strong understanding of local industries and market environment.
• Knowledge of operational procedures, documentation requirements, banking practices, and regulations related to commercial banking.
• Knowledge in facility documentation for commercial clients is an added advantage.
• Strong communication skills, both verbal and written.