CSM Team Lead, PvB HK

RESPONSIBILITIES Strategy

• Client Services:
  Client Service Managers (CSM) to deliver consistent and high-quality service to Private Banking clients
• Collaboration:
  
  Drive and facilitate smooth working relationship of Front Office teams with support functions
• Business Controls:
  Responsible to ensure business standard operating procedures and protocols are followed with close oversight of the team quality and performance
• To comply with all applicable money laundering prevention procedures and highlight suspicious activities/behaviour of staff and clients during and after client onboarding process. For e.g., account irregularities and alert TL/CA of the suspicious transactions on a timely basis
• Fully compliant with regulations and Group policies and guidelines, and be able to highlight, mitigate and protect the bank against credit, legal, documentation, reputation and other risks

• Support business growth and efficiency by facilitating faster and better client experience in engaging/fronting process streamlining and enhancement initiatives (e.g. client onboarding, Order placement, Client Servicing and Transactions like payments, loans/desposits etc)
• Support Market Heads, RM Team Leads, RMs in the delivery of superior performance by always putting on an efficiency hat to identify areas of improvement to achieve simplification and create efficiency to enable business
• Support and contribute towards system enhancement initiatives and other remediation activities to deliver positive user experience and translate to business growth
• Expert level in stakeholder management; active participation in market mgmt. meetings and support in execution of location and/or market mgmt. initiatives
• Encourage and support in educating RMs on CSM processes and proactively solicit feedback for improvements within CSMs
• Interface between Market Head/RMTL/RM and other business support functions and actively contribute towards common business objectives
• CSM TL is expected to perform BAU tasks up to maximum 30% - 50% of the workload (may vary depending on requirements within the team, market and location)
• Ensure there is always sufficient coverage on the ground in all situations and CSMs are equipped to manage any situations that arise, CSM TL to be included in the coverage and be able to step in at any point in time
• Build and strengthen and ensure there is robust back up coverage within the team of CSMs including cross coverage on BAU basis and work closely with the other CSM TLs within the market or across markets (where necessary) to ensure there is strong coverage to clients

• Align capability and functional role to drive end-to-end accountability and to support all initiatives along Client Journey transformation. This includes but not limited to support the redesign of location Client Journey organization structure and contribute to the alignment of processes as well as to promote best practices across BCs
• Work in a team to deliver “enable” project within the committed timeline and with the “Innovation and Change” mindset
• Drive and increase awareness and drive cultural/ mindset change towards Fit For Growth.
• Embrace target for paperless aspiration (internally) and SC PB app adoption (externally) toward a more robust digital PvB platform
• Constant critically challenging the processes internally within CSMs and contribute to better solutioning, not just to provide feedback and highlight gaps
• Expert to Master level of knowledge of the business, the systems and processes within PvB and respective teams

• Span of control of maximum of 20 direct reports
• Ensure CSMs fully embrace the CSM’s Scorecard and lead CSMs towards excellent performance with coaching, guidance and review with relevant stakeholders, if required
• Effective team management, ensuring adequate staffing and resource allocation
• Establish a high performance, transparent and collaborative working culture
• Provide adequate development opportunities to CSMs
• Ensure CSMs are properly trained, taking ownership and CSM Team Leader will have to sit down to train the new joiner CSMs until up to speed
• Ensure positive team morale by ensuring due recognition is given and…