Job Description
Job Purpose:
The main objective of this team is to build a best in class globally integrated channel Onboarding function that provides a unified experience to Global CCIB and Investment Banking Clients through onboarding and training them on all GTB Channels. The role is responsible to develop channel onboarding strategy for faster revenue, improved utilization and enhanced digital experience. Create agile end to end processes that are digitally advance, customer centric and compliant with operational risk standards of the bank.
Collaborate with GTB Channels and Product teams in development of new solutions on the channels for enhanced customer experience and time to revenue.
Partner with GTB Sales to influence the client engagement during onboarding for early onboarding, utilization and revenue realization.
Key Accountabilities:
- Responsible to manage the team of Onboarding Directors, Managers and Trainers to ensure that they receive all required direction, training & support to perform at the best of their abilities and stay engaged
- Drive digitization and utilization on the channel for higher revenues and enhanced customer experience
- Deliver a seamless implementation and client training on the most complex structures and solutions i.e. Liquidity Management Solution, VAM, Treasury Management Solution etc.
- Always stay abreast with the market and propose ways to digitize/automate the current processes and acquire platforms for better client experience, larger market share and higher revenues.
- Responsible to ensure that there is customer awareness on the channel and the customers are regularly trained to optimally use the channel
- Responsible to ensure that the Onboarding process is agile yet compliant with the Risk standards of the organization
- Improve the time to revenue by ensure clients are onboarded in the shortest timeframe
- Provide & create management dashboards for transparency and enablement for better performance
- Review & correct the existing processes to identify & mitigate failure points resulting in on-boarding errors
- Communicate with internal stakeholders/enablement partners such as Group Operation, GTB Channels, GTB Product & Advisory to work in tandem and ultimately improve the client experience and TAT.
- Ensuring the fulfilment the client maintenance requests on the existing set-up is done timely with appropriate checks and controls to mitigate all risks
Specific Accountabilities:
- Manage the on-boarding from the start to end and the subsequent post implementation review and handover to GTB Client Services team. Keeping GTB Client Services and respective Operations teams informed on the highly complex deals.
- Ensure the on-boarding team participates along with Advisory at clients meetings at pre-Advisory stage for large cash and trade deals. In addition, participate in responding to RFP's and other client proposals.
- Create a culture of partnership with clients & advisors in managing the on-boarding process to ensure excellent client experience and faster TAT
- Ensure that the team is well trained and equipped to assist clients with all relevant document completion required for a successful on-boarding.
- Ensure that processes are established without any failure points and as per the risk standards of the organization
- Ensure that the SOPs are up to date and duly approved by all relevant stakeholders
- Ensure that there is early engagement with GTB Channels to be informed about upcoming products/channels/capabilities and proactively conduct the resource planning & structure for successful takeover & implementation of the on-boarding responsibility
- Ensure that all products and services are delivered in a coordinated and professional manner as agreed with the client.
- Ensure that the team has all the required information and the tools to create a successful client Onboarding experience.
- Oversee the testing, training and go-live process.
- Work with product team to ensure all documentation including, customer applications and terms and conditions are current.
- Ensure that the relevant fees/charges are set-up in the respective systems correctly by the team.
Qualifications
Knowledge:
- Solid understanding of documentation interdependencies between account structures, payments, collection and electronic banking solutions
- Good knowledge of Microsoft applications
- Fair understanding of administrative functions
- Language proficient: fluent (business) English
Key Attributes:
- A self-starter, motivated, with aptitude and willingness to undertake self-learning
- Able to handle confidential information
- High standards on accuracy and completeness
- Tenacity and follow-through on agreed action items
- Taking initiative
- Must demonstrate a keen interest to learn the business and its processes, in order to best support management, the teams and clients
Experience:
- At least 10-12 years experience in a similar role or competencies in their recent career
Skills:
- Good communication skills
- Good organizational and planning skills
- High level of interpersonal skills
- Problem solving skills
- Team player
- Ability to manage high workload within a pressurized environment
- Strong work ethic - willingness to take a hands on approach
Education:
- Relevant Degree in business, finance, administrative, related field or equivalent.
