HSBC Bank Oman SAOG, Client Management Analyst1SXDXPRG YJ
Career Level : Mid-level
Work Experience : 2-5 Years
Employment Type : Full Time
Monthly Salary : Unspecified
Education Level : Bachelors Degree
Omani and GCC Nationals Only will be considered for this role
Client Manager’s objective is to be accountable for the end-to-end client experience, from the moment it is decided to on-board clients, through maintaining relationships, to exit. Client Managers will work closely with product teams and other onboarding functions to deliver the end-to-end service required.
Manage the end to end New to Bank Client Onboarding process in liaison with all stake holders. Ensure that all clients are on boarded within the on boarding timelines agreed. Main stakeholders are Clients, Relationship Managers (Region / Global), Know your Customer (KYC) Services Team, Compliance, Offshore Client Management Support Team and Regional Exits Lead. Assume the "operational" point of contact for the client for all onboarding requirements.
Manage the end to end actions to be taken on trigger events, which will require the client's KYC to be renewed. Ensure Trigger event actions are closed within the timelines agreed. Manage the end to end changes to client account operating mandate in liaison with all stakeholders. Ensure actions are closed within the timelines agreed.
Liaise with all stakeholders to provide the KYC Services team with all the information / documentation they need to complete Customer Due Diligence (CDD) / KYC profile of the client within the due date. Review the information / documentation requests received from the KYC Services team to ensure that they are warranted. Ensure that they are not already available within the bank by reviewing all internal systems.
Orchestrate the completion of the KYC profile by removing various hurdles by engaging with the stakeholders and by finding alternative solutions.
Ensure exceptions are updated to CDD Exception Tracker and tracked to resolution. Tracker to be circulated to Financial Crime Compliance (FCC), Global Banking (GB) Head and Head of Client Management Group (CMG) on monthly basis.
Achieve & Maintain “Green” Key Risk Indictor (KRI). Priority to SCC and High Risk cases to ensure NIL overdue
Update status of the case in all relevant internal systems / trackers on a real time basis.
Efficiency – Adherence to the escalation and abandonment policy.
Facilitate fortnightly dedicated sector / country meetings for the function with the local GB Business.
Ensure that service levels (time, cost and quality) are visible to all functions.
Prepare escalation paper on cases that are not resolved within agreed time lines for decision making by CDD Resolution forums
Support Client Exits
Support other adhoc queries from clients and RMs.
Ensure adherence to all internal policies / procedures and external regulatory requirements at all times.
Adhere to the Bank's values at all times and ensure the Bank's reputation is not exposed to any risk.
Be aware of the strategic clients and their longer term requirements by engaging with the RM teams when they undertake the Business case and client selection process.
Engage in product shadowing to cultivate strong working relationships and promote engagement with our product partners (ie GLCM (Global Liquidity & Cash Management), Trade and Global Markets).
Standardisation and simplification – undertake continuous improvement on behalf of RM. Work with the GB Business Manager / BRCM (Business Risk & Control Manager), and Head of Client Management (CM), to promote an enhanced control environment and the use of shared infrastructures and simplified processes.
Responsible for the management and quality of all requests for clients in portfolio, undertake client visits, document collection, become SME for local onboarding and off boarding.
Prioritisation – maintain the discipline in partnership with the local Business. Communicate consistently to internal and external stakeholders to ensure that cases are accepted through the approved channels and expectations are managed appropriately. Work closely with other team members within MENA to ensure that cases are prioritised appropriately and are fit for formal weekly submission to proceed with KYC / LCC analysis.
Global Standards (GS) CDD deliverables
Manage CDD delivery and implementation effectively.
Balance the needs of the CDD project with existing capacity and demands from other areas
Provide daily support to CDD work stream leads
Ensure that all GS CDD stakeholders are kept informed of progress at all times – and are fully engaged as the deployment work progresses.
Respond in timely manner to Cross-border queries on Master group from supported sector / country.