CORPORATE CUSTOMER SUPPORT & IB KYC HEAD

To Lead and drive Corporate Customer Support & IB KYC teams through servicing Corporate/Non-bank Financial Institutions customers and managing the daily work of the Non borrowing Global Customer Relation (GCR) customers, while ensuring efficient and quality service turnaround time in order to support growth and achievement of and GCR business targets, and increase customer satisfaction to ensure delivering standardized services in a timely manner.

Job Description\:

1.Oversee the execution of customer centric services to Corporate/Non-bank FI Customers and supporting Business growth plans through smooth high level of service quality.

2.Oversee the IB KYC front office updates’ process and ensure that all the required updates are fulfilled, presented and updated regularly to track the process progress and take the required actions when needed.

3.Work closely with Global Customer Relation and team to enhance the proper account management process that correspond to the GCR non borrowing clients’ requirements.

4.Ensure that synergy and effective coordination is maintained with various stakeholders within the bank involved in corporate /Non-bank FI and GCR customers account management and processing (e.g.GCR, CBG, Digital & GTS, FI, Branches and Central Operations, Legal) to expedite various services and transactions offered to ensure that Corporate /Non-bank FI Customers are granted world class services.

5.Ensure that the implementation of corporate and GCR clients’ requests are in adherence to the agreed turnaround time (TAT).

6.Approve and monitor GCR non-borrowing transaction according to the approved matrix and manage all GCR non borrower customer relationship to ensure the development of the customer business, customer satisfaction and address any potential challenge.

7.Ensure proper communication with Corporate /Non-bank FI Customers regarding submitting trade finance needed documents to comply with CBE reporting requirements.

8.Conduct proactive calls and set frequent meetings with Corporate /Non-bank FI Customers in coordination with GCR and Corporate Officers in order to ensure that customers are satisfied and have smooth communication with the bank.

9.Oversee issues with GCR, corporate /Non-bank FI Customers, in collaboration with the respective business stakeholder, arising from pending requests to ensure that the pending case is resolved.

10.Clarify and explain the respective terms and conditions to the operations area in coordination with Corporate Banking Group (CBG) and Global Customer Relation (GCR) to ensure clarity.

11.Ensure that all Risk and Control Self-Assessment (RCSA)/ turnaround time (TAT)/ Service Level Agreement (SLA) of the Corporate Customer Support & IB KYC front office department is updated on annual basis to mitigate any potential risk.

Strategy

12.Participate in the formulation and implementation of the Alternative channels strategy to ensure the alignment with CIB strategy.

Policies, Processes and Procedures

13.Participate and recommend improvements to policies, processes and procedures and manage their implementation to ensure all relevant procedural / legislative requirements are fulfilled.

Day-to-day Management

14.Supervise the day-to-day operations of Corporate Customer Support and IB KYC front office teams providing some guidance in the related area, encouraging teamwork and facilitating related professional work processes in order to achieve high performance standards.

People Management

15.Manage the effective achievement of the Corporate Customer Support department’s objectives by setting individual targets, developing and motivating staff, providing of formal and informal feedback and appraisal in order to maximize subordinate and department performance.

Compliance

16.Ensure compliance with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks.