Client Service Manager

2 weeks ago

Johannesburg, Gauteng, South Africa FirstRand Full time
About us, purpose, experience and qualifications

about us:

purpose:

  • The role executes the central account opening function once a sale has been concluded, ensuring that all relevant documents are provided and completed accurately and timeously. Post sale, this role becomes the direct contact with Client, anticipating and responding to their service needs across all Corporate Banking Products and channels. They identify existing and developing trends within the clients' environment and anticipate queries that may arise and develop sound client service plans aligned to the client's business needs.

experience and qualifications:

  • B.Com or related tertiary qualification
  • Degree/Certificate in Customer Care Management/ Client Service will be advantageous Technical Knowledge/ skills and experience Knowledge of:
  • Corporate Banking value chain,
  • Client servicing
  • Process delivery
  • Ability to read and analyse data
  • RMB's Corporate Banking offerings and processes advantageous Experience:
  • Minimum 5 years Corporate Banking experience
  • Minimum 3 years supervisory/functional leadership level experience Competencies
  • Customer Service Orientation
  • Verbal and Written Communication
  • Leading and Managing
  • Judgment and Decision-Making
  • Commercial and Financial Acumen
    additional requirements:
  • Central On-board coordination for all new SA-Inc clients to the Bank
  • Ensure that client data is captured accurately on all relevant systems
  • Ensures the client has access to all the necessary platforms and tools to perform their transactions with the Bank
  • Centrally plan client onboarding projects (new and migrations) and monitor resources in terms of deadline, functionality, and quality to achieve project delivery within parameters set.
  • Comply with all relevant statutory, legislative, policy and governance requirements as well as set processes and procedures related to KYC
  • Is the custodian for all client data within allocated portfolio, ensuring data integrity
  • Supports the client in executing some client data changes on the Bank's platforms
  • Proactively engage client (facetoface, telephonic and/or digital)
  • Become the trusted point of contact for the client into their Banking service experience
  • Anticipate Client needs and present solutions
  • Advisory role to Clients on services and platforms that could optimize their efficiency and ease of transacting
  • Monitor customer emotional connectedness levels for key customers and implement remedial actions where required
  • Meets the defined service level standards

responsibilities:

  • Implements Service Action Plans that are defined, utilizing data driven insights and performance monitoring utilizing good project management and coordination methods and tools
  • Resolve all customer queries onsite and offsite, by following up on the resolution of Client queries by other teams
  • Provides oversight of the efficient internal banker delivery and careful and timeous planning, reporting and updating of all related information
  • Establish service relationships with business partners to strengthen collaborative working relations to improve the effective and efficient implementation of Client service objectives
  • Navigate on behalf of client for complex issues within the Bank and is the main point of contact for all service issues for the client, supported by the internal banker and corporate service suite.
  • Create and implement easy to manage monitoring systems to ensure a consistent service experience to all Clients within portfolio
  • Support clients with the effective utilization of all available and relevant facilities/platforms
  • Support the Client to maintain and optimize Products and Channels availed to them (including but not limited to: Foreign Exchange, Trade, eBucks Partners, Merchant Service, Cash, Dealing Desk, Corporate Cards, Fleet & Hyphen)
  • Identifies any platform gaps, changes or requirements in the client's environment and works with team members in Client Service to ensure that the necessary technical implementations are carried out smoothly
  • Supports and/or facilitates the documentation requirements to execute the client
  • Support with transactional processing by preparing the relevant documents and sending to the Operations fulfilment teams
  • Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate client servicing solutions
  • Support client with all account queries
  • Draft any necessary letters as required by client from the bank, within authorized mandates (e.g. letters of good standing)
  • Maintain and retain existing clients through timeous, accurate and seamless service delivery
  • Proactively develop and implement service delivery improvement interventions for client
  • Identifies opportunities for renewal of any services.
  • Display sound knowledge of client's business strategy, needs, strengths, challenges and opportunities
  • Displays sound knowledge o

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