KEY PERFORMANCE AREAS (KPAS)

1.   Routine Administration

·        Responsible for effective and efficient execution and control of all administrative activities related to enquires in compliance with the Bank’s policies, procedures, rules and regulations.

·        Provide first level contact and convey resolutions to customer issues, queries and requests

·        Responsible to ensure resolution of customer queries and issues in liaison with Relationship Managers.

·        Properly escalate unresolved queries to the next level of support

·        Track, route and redirect problems to correct resources

·        Update customer data and produce activity reports and/or via Customer Relationship Management (CRM).

·        Walk customers through problem solving process and ensure information provided is correct

·        Follow up with customers, provide feedback and see problems through to resolution

·        Ensure proper recording, documentation and closure

·        Recommended procedure modifications or improvements

·        Preserve and grow your knowledge of help desk procedures, products and services

·        Track and analyze the performance based on customer segmentation perspective

·        Responsible for handling of incoming calls from customers and provide accurate information to address customer queries or escalate customer queries to the appropriate higher authority

·        Keep RelationshipManagers informed of problems or issues that customers might raise during calls

·        Ensures attention to detail to carry out clerical, computing, administrative and record keeping tasks efficiently

·        Undertaking administration and other office duties as may assigned from time to time by the supervisor

2.  Relationship Building

·        Work closely with WB team and assist them in their day-to-day work activities

·        Ensure that all customer complaints and service have been professionally handled and timeously to optimise client experience and satisfaction.

·        Ensure that clients are handled in a professional manner and that they are provided with accurate information about the Bank's products and services.

·        Work closely with WB touchpoints such as but not limited to Digital Channels, CAB, Branch network, Treasury, CPC & HC to optimise client experience & satisfaction.

3    Service Delivery

·        Process client requests, resolve client inquiries, and ensure key client information and documentation is up-to-date.

·        Take ownership of client investigations (e.g. statement reporting issues and pricing inquiries) and collaborate with operational and middle office teams to ensure effective resolution.

·        Ensure that clients utilise all appropriate transactional products to their benefit and that these are grouped/structured to maximise efficiency, value add and cost-benefit ratio.

·        Refer CIB product leads to Head Client Coverage and/or Relationship Managers while actively pre-empting and following up on transactional needs and leads within a given portfolio.

·        Provide direct sales support on origination activities such as preparing pitch books, industry leads, documentation, reporting, engaging with other internal stakeholders such as legal, compliance, etc.

·          Work closely with Relationship Managers, conduct outreach to maintain strong relationships with client base to identify cross-sell opportunities across the full range of the Bank’s products to capture the entire value chain of the client macro

·        Onboard new client accounts, including the collection of required documentation and client information

·        Perform administrative duties that support Relationship Manager in daily business practices, including but not limited to, telephone coverage, coordination of client meetings, and file & calendar maintenance

·        Ensure adherence to all internal policies and compliance to legal and regulatory requirements

·        Keep abreast of macroeconomic trends and events, key industry and client developments and update team members as and when relevant

·        Support the team’s marketing strategy by maintaining marketing materials, including digital and social media platforms, and planning client events and seminars

·        Review and interpret financial, operational and economic information to produce key analyses of relevance to the team’s transactions and pitching efforts

·        Maintain and keep up-to-date database of sector presentations and documents

·        Regularly seek opportunities to use firm resources for peer sharing and collaborating with the relationship managers

4.  People Management

·        Lead & manage a team of Client Service Officers

5. General

·     Must be prepared/willing to do any other reasonable and lawful instruction/task and it is normally carried out on time and correct.

Knowledge and Skills

·        At least7 years retail branch experience, experience in a Corporate Banking/credit environment will be an advantage

·        Good financial, analytical and business writing skill

·        Good planning an organising skills

·        Exceptional interpersonal and client service skills

·        Detail oriented and ability to multi-task with strong organisational and time management skills

·        Strong understanding of corporate banking products, services and credit policies

·        Knowledge of the Bank's systems, procedures and policies

·        Good calculation skills

·        Leadership