- Ensure we provide high-quality and qualified services to clients while adhering to internal and external guidelines and regulations (Know-Your-Customer, Anti-Money Laundering, Sanctions, Compliance requirements etc.)
- Manage complex client requests with professionalism and agility to ensure client satisfaction and adherence to internal and external policies
- Support Head of MNC ISPL in the daily management of the team
- Proactively provide mentorship, training, and guidance to team members in order to nurture and support their growth
- Provide guidance and training to team members on complex client interactions, service excellence, and relationship development
- Actively manage team engagement to maintain stability and minimize turnover
- Manage recruiting and turnovers in partnership with HR function
- Develop and present Management Reporting on a regular basis to both ISPL and onshore Governance committees,
highlighting team performance, risks and issues, and client satisfaction
- Design, promote, and implement innovation and enhancement initiatives to improve efficiency and quality
- Proactively monitor regulatory changes in partnership with Compliance and Conduct teams and update internal processes and procedures, including team training, to ensure regulatory adherence
- Ensure clients requirements/needs are managed professionally and efficiently, and within Service Level Agreement
- Ensure credit and risk management relating to credit requirements of clients are handled per the banks requirements
- Ensure close coordination and collaboration with relevant internal and external stakeholders, and maintain positive relationships with clients