Country Head of Client Management, Oman-2300019212

The Role Responsibilities

Job Role

Build Own Operate (BOO) Client Management in the country in accordance with globally consistent standards, controls, and levels of conduct and valued behaviours. Deliver significant improvement in frontline and client experience in terms of TAT, productivity, and process improvements. Embed appropriate risk culture and standards of excellence. This will include strong emphasis and focus on

• Effective delivery of quality client service based on client segment and tiering differentiation
• Efficient management of client account maintenance activities
• Accurate and efficient credit and client onboarding, management and offboarding processes
• Heightened awareness of AML risk, and associated controls
• Effective first line risk management; credit and AML risk monitoring and remediation
• Oversight of the execution of CDD
• Management of quality Static Data
• Expansion into other process to support business and risk control objectives

Strategy

Strategy and Execution

• Lead the implementation of Client Management in the country with a focus on service differentiation based on client segment / tiering and value. Ensure that the model is scalable, best-in-class, client-focused and fit for purpose of client delight.
• Right scoping the Client Management model in terms of chalking out the activity inventory, capacity estimates, process flows, R&R and appropriate resourcing.
• Engage all the relevant impacted teams across businesses, functions, and stakeholders to ensure Client Management seamlessly integrates into the overall TOM of CCIB with minimal business disruptions.
• Fully understand the CCIB business strategy and leadership expectations and ensure Client Management activities are effectively managed in accordance with the Bank’s strategic focus.
• Accelerate the shift to digital and ensure the digital value proposition is aligned with clients’ needs and preferences.
• Lead local capabilities for onboarding and client management activities (e.g. cross border documentation).
• Ensure alignment between CCIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps.
• Ensure alignment between onshore and offshore teams in accordance with the overall onshore-offshore client delivery model.
• Reinforce synergy between countries, regions and hubs, through close communication and consistency of standards.
• Spearhead the delivery of Client Management change projects, improvement, remediation activities in the country.
• Continuously work on the expansion of the scope of Client Management including more processes and business segments, geographies.

Business

• Lead an end-to-end Client Management model for the country and strongly support CCIB frontline to deliver beyond client expectations.
• Ensure that the Client Management team is ably equipped with the best-in-class MIS, Performance Management tools, and utility functions.
• Set and manage all relevant team budgets.
• Develop awareness of business changes, predict challenges, and identify opportunities to optimise people and processes and add value to client and frontline.
• Serve as a thought leader for the processes under Client Management within the country.
• Align the priorities of Client Management with those of the business segments and country.
• Close collaboration with Group, Region and Country business and function stakeholders, shared utilities, and other networks to achieve transparency and consistency of execution of the end state operating model, maintaining exemplary levels of conduct.
• Effective relationship and key stakeholder management with and across the networks to identify and address issues / concerns.
• Act as the point of escalation for day-to-day client account maintenance activities to mitigate unnecessary RM involvement wherever possible. Exercise appropriate judgement on escalation items and engage the relevant internal stakeholders (Credit, Risk, Operations Heads) to resolve locally or escalate to Regional
• / Global CM Heads for thematic, organisational issues beyond the scope of country resolution.
• Ensure thematic country client issues are raised to the Country Business Head for Client Experience forum discussions.
• Ensure appropriate team capacity management to align with business and portfolio changes and engage the CC Country Head to address any gaps / issues.
• Ensure overall client portfolio hygiene is maintained for the Client Management team and the team as a whole is adhering to the Bank’s policies and procedures.

Processes

• Establish a clear and uniform approach towards implementation of the global operating model for all Client Management related processes (CDD, Account Opening, Account Maintenance, S2B activation, Credit Documentation, MIS, and off-boarding), and adherence to DOIs.
• Identify key processes for further streamlining, work on process improvements and fine-tuning of the operating and organizational models, and ensure optimum delivery of processes in accordance with globally consistent standards, controls, and levels of conduct and valued behaviours.
• Optimise ‘speed to market’ for all Client Management processes with the aim to improve client experience, reduce ‘time to revenue’ without impact on control standards across the country.
• Continuously improve productivity and efficiency of processes and people.
• Drive a strong results-oriented Client Management team supported by robust data-enabled performance management tools.
• Maintain oversight on and participate in the quality and timeliness of ‘Service Review Meetings’ (SRM) to be held every month between Business Teams and Country operating teams.
• Ensure roles and responsibilities and service levels are clearly defined in the Service Level Agreements (SLA) between Client Management and Business or other Functions.
• Share and replicate best practices with other Country Client Management Heads / Teams.
• Drive Client Management discipline in logging client complaints in accordance with the Bank’s Complaints Policy and ensure the team fully understand their obligation to capture client complaints in WorkBench.
• Review relevant client team portfolio data / reports (ASTAR, Excess and Past Dues / WorkBench modules, SCI, CRC / Credit, ACBS / Lending, etc) to ident