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Specialialist, Client Delivery – IMO 81 views3 applications

Job Description / Role

Employment: Full Time

Job Duration: Permanent Employment

Strategy

Targeted Improvements

  • Act as a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client channel issues and identify opportunities to improve overall service for the clients
  • Ensure uniform approach towards implementation of Global IMO Model and adherence to DOIs
  • Deliver excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate

Automation and Streamlining

  • Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes

Business

  • Provide quality support and advice to Relationship Managers (RM’s) within all lending units on all documentation related matters, including the origination of documentation for customers where required
  • To deliver excellent service and advice to our Corporate (Corporate & Institutional Banking) & Commercial Banking clients in all interactions for their channel activation pre-transactional enquiries/setup, trainings and other channel related issues

Processes

General

  • Perform end-to-end orchestration across all processes and services managed by IMO
  • Engage clients throughout process, ensuring seamless delivery and client experience
  • Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases.
  • Adheres to first-time-right principles
  • Provide insight and suggestions to improving processes, identifying opportunities to streamline and automate. Looks at ways to promote standard work and best practices.
  • Undertake ad-hoc duties and when delegated by Line Manager and Country Head of IMO

Client Due Diligence (CDD) and Regulatory Onboarding

  • Perform all relevant onboarding processes
  • Creation of CDD for New Clients & Review of CDD for Existing Clients and perform regulatory onboarding (e.g. FATCA, CRS) activities
  • Drive GIC and network onboarding processes
  • Conduct checks on CDD as applicable
  • Respond and clear queries from Checkers / Other Specialists / Business CRM on a timely manner
  • Work in partnership with all relevant stakeholders effectively within the end-to-end CDD process
  • Where serving as a checker, perform checks on CDD output from Client Delivery Makers, ensuring they adhere to policies and standard work
  • Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations

Credit Documentation

  • Perform credit documentation activities for the deals flowing from Corporate & Institutional Banking (“CIB”), Commercial Banking (“CB”) and Business Banking (“BB”)
  • Conduct checks on Credit Documentation output as applicable
  • Ensure that the data sources used for the extraction of the return is correct
  • Identify processing risks or inefficiencies and implement appropriate and effective change

Requirements

  • Strong ability to positively influence stakeholders across value chain to both orchestrate and execute on processes and deliver exceptional client service and experience
  • Ability to positively engage and build rapport with clients
  • Strong writing and presenting skills in English
  • Problem solver; looks for solutions and finds ways to progress despite blockages
  • Strong drive to deliver
  • Has a clear understanding of the client needs being serviced
  • Ability to work independently without direct supervision and able to cope with pressures from tight deadlines
  • A team player with good interpersonal skills
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