Purpose of the Role:
The Senior Manager, Corporate Banking Service Centre (CBSC) provides guidance and support to the CBSC and stakeholders, including oversight, quality assurance, and support in achieving onboarding service levels, resolving AML / KYC issues while ensuring adherence to controls, timelines, and compliance with Bank policies. The incumbent collaborates with the Associate Director and Corporate change management to implement strategic and business-as-usual (BAU) initiatives across the CBSC and provides support and oversight for service level management, complaints management, and daily operations management ensuring operational continuity and alignment with organizational objectives, deputizing for the Associate Director as needed.
Key Accountabilities:
- Consults with CBSC managers, providing onboarding guidance / expertise for client onboarding activities across the region, identifying areas for enhancement, simplification, improvement and address / resolve continuing issues to ensure client experience service levels are achieved or exceeded and streamline / enhance the overall service provided.
- Manages client service standards, monitoring all activities comply with service level agreements (SLAs), and providing oversight for escalations to achieve or exceed client experience service levels and to resolve escalations in a timely manner.
- Leads the implementation of assigned strategic and BAU initiatives / projects in collaboration with the Associate Director, change management team and other key stakeholders to ensure successful and timely implementation and realisation of intended benefits while mitigating client impacts during execution.
- Manages & monitors the resolution of all internal escalations from stakeholders, including Compliance, Country Heads, Relationship Managers, other SBUs, and monitors that complaints are logged / tracked within SAM to ensure timely resolution to support stakeholders in achieving business objectives while maintaining a strong client experience.
- Measures the achievement of SLAs and provides insights to optimize client experience and deliver operational efficiencies, leveraging relevant Key Performance Indicators (KPIs), Key Risk Indicators (KRIs), service level agreements (SLAs), and reporting tools to foster a client-centric culture.
- Supports the Associate Director with the review, evaluation & updates to AML / ATF related procedures and guidelines for Corporate Banking, including the AML/ ATF operational manual and Third-Party Processors (TPP) to ensure procedures, guidelines, etc., remain current and align with compliance standards and regulatory requirements and applicable laws.
- Supports the CBSC leadership team with managing daily operations, including client request assignments, management approvals, etc. to ensure seamless business continuity and maintaining organizational objectives.
Knowledge / Experience:
- 7 - 10 years’ banking experience in client service, onboarding, compliance, audit, risk management, legal, regulatory, finance function or similar
- Experience in providing consultative support to a diverse team locally and remotely
- Strong administrative, analytical and business support experience
- Experience in operating in a high-change environment, delivering high quality work while managing multiple priorities
- Experience in analyzing current industry challenges and issues, forecasting future requirements and developing creative approaches and programmes
- Experience supporting internal stakeholders
- Good knowledge of laws and regulations relevant to banking, company structures and other financial services
- Comprehensive understanding of key onboarding regulatory requirements across sectors throughout the Caribbean
- Good knowledge of regional legislation and best practices governing banking business, including a strong background in AML legislation, specifically on customer due diligence
- Good knowledge and experience of compliance requirements for complex company structures
- Working knowledge of the operational elements in the banking environment
- Strong knowledge and awareness of the Bank’s risk, control, audit and compliance policies, plans and strategies.
Required Qualifications:
- University degree in legal, finance and / or accounting or a related field or equivalent
- Association of Certified Anti-Money Laundering Specialists (ACAM)s qualification or similar would be an asset.
| JOB SNAPSHOT: |
| Category: Corporate Banking |
| Function: Corporate Banking |
| Position reports to: Associate Director, Corporate Banking Service Centre |
Expiry Date: 24-4-2025
