Operations: a range of essential and complex services to ensure processes across the bank work as effectively and efficiently as possible
To oversee the operational delivery from our GC provider as well internal operational teams to ensure that the service delivery to the client relationship is of exceptional quality and will work continual improvement of the client experience.
Drive the continual improvement of client experience to world class levels
provide a specialist knowledge of account opening, billing, tax and settlement processes and requirements, across all the various countries included in the product offering and ensure internal and external stakeholders are educated and upskilled
oversee and coordinate the end to end on and off-boarding of clients with regards to KYC, credit limits, account opening, billing, front end set up and reporting, tax set up, etc.
provide proactive operational support to clients and internal stakeholders in respect of account opening, billing, tax services, front end system and reporting, KYC, etc.
be an internal and external point of contact for all GC operational escalations.
engage proactively with the business with regards to client requests and provide the appropriate solution and delivery to escalations and projects
actively work to eliminate client complaints by assessing operational trends and escalations
provide efficient and effective service by ensuring that all operational escalations are resolved timely.
overseeing the timely production of invoices from the Global Custodian and to clients
monitor and manage, in collaboration with internal business partners, the SLD with the Global Custodian and between SBSA operational areas, and report deficiencies to Business/Product team
own the administration and management of the GC front end for SBSA in terms of new users, n