The Requirements
Purpose of the Role– Why does this role exist, what value does it add?
The single point of contact for all customer related queries regardless of medium (OCS, voice, mail, face-to-face visits), listening to the customer request, collating the answers by leveraging the network, delivering the response to time, to quality, keeping the Business in the loop and tracking customer satisfaction until such time the customer tells us the issue is closed.
Responsible to develop proactive and systematic customer engagement through customer visits, OCS, mail and telephonic interactions, ensuring the right balance of follow up that shows we are responsive to customer needs, we identify solutions and options and we ensure action is taken to deliver to time and to quality ensuring every step we take with the customer build a long term relationship - a relationship the customer can count on all the time, every time.
Responsible to be more than high level conversant in at least one core product whether it is FX, Cash, Lending, Trade or NOSTRO clearing and stay product current which allows us to stay relevant to the customer and reduce the "post-box" activities to a customer.
Responsible to "own" complex product queries, doing what it takes to navigate the network to get the customer what they require short of violating our risk principles so the customer can believe we "do what we say we will do".
Responsible to build up a customer profile, taking the time, care and consideration to build a clear picture of a customer's business, their strategic direction assisting the Business where we can to show innovative deals to the customer end to end. Ensure call reports, customer MI is updated and current at a minutes notice and ensure we are actively feeding into the Business Development and Post Channels space keeping us connected end-to-end with customer RFP and Channels support needs.
Maintains the day-to-dayrelationship, which includes the implemented C&I product solutions, maintains and improve service delivery with close alignment to the Business to increase cross sell by optimising all phases of revenue growth generation and retention.
To manage non PGS UK inbounds that the business does not have bandwidth to maintain.
Responsible to own and manage every query through to completion, identify innovative ways to continuously improve our service standards, and deliver solutions to resolve repeat high frequency queries. Everything we do will be about adding value and pushing the boundaries of the service our customers currently receive exceeding customer expectations.
Ensure proper coaching and training provided to other team members especially the junior staff for back-up and succession planning.
Key Responsibilities –Provide an outline of the key responsibilities required as part of this role. Headings and italicised text are provided as guidance, except where indicated as mandatory
Strategic Progress
Developing and delivering strategic goals
Maintain and improve customer relationship and provide value added service to selected customers in supporting the business
Have a thorough understanding of the customer’s business, footprint, organisational structure and operational processes
Act as the primary owner/single point of contact for all HVS customer queries
Maintain and exercise control over allocated portfolios to ensure that services to customers are of the highest standard while constantly monitoring customer quality in order to minimize the risk of loss to the Bank
Conduct regular service review meetings with decision makers and operational contacts, prepare minutes and follow through all the issues raised by customer and ensure timely resolution
Acts as the “voice of the customer” in the Bank and in all kinds of change management activities that impacts the customer jointly with Business
Increase customer satisfaction measured by customer service surveys & clean KPIs
Serve as the local service point for customers with accounts held overseas within RBS network or with partner banks, liaising with operational or support functions in other regions to provide information and resolve queries, as needed
Promote Straight Through Servicing by increasing STP rates and Electronic Banking utilisation
Receive regular updates from Advisory and Product on new product launches and market updates and pro-actively advise customers in portfolio
Remain knowledgeable of changing industry initiatives and educate customers
Facilitating the exceptional handling process with the RB
Define, drive and shape the customer service culture by promoting customer focus throughout strategy, communications and customer engagement. Ensure customer focus is built into RBS culture.
Business Delivery and Financial Performance
Setting clear, measurable near term financial goals and deliverables
Financial Delivery:
Supports the retention of existing customer revenues and optimising opportunities to grow the revenue stream through cross selling
Monitoring customer transactional volumes on a regular basis in order to spot trends, major changes and act on those if required
Work closely with Business to agree on the Account Plans for key customers and executing the activities according to plans
Proactive calling program to identify cross selling opportunities and to grow revenue of customers under portfolio management with joint partnership with Origination
To proactively boost utilisation of assets and liabilities for the list of customers under the assigned portfolio
Proactive outbound calling/inbound call handling to explore opportunities for C&I cross selling transactions
Supports the retention strategy of the respective C&I business
Business Delivery
Supports customer retention account plans in conjunction with C&I Origination and Relationship Management as well as Business Development and Channel Account Management.
Proactively identify leads through increased revenue opportunities against current business and offer such qualified leads to Origination.
Support Origination proposals stage by being a sparring partner on the customer’s operational day to day business
Actively monitor and manage agreed standard service levels by:
Investing in customer relationship by building an extensive operational network
based on customer volumes trend, to highlight opportunities to Origination where identified
being end to end responsible for day to day billing issues,
executing root cause and or impact analysis
performing customer (service) reviews,
acting on structural issues, incidents and day to day escalations for the customers to drive improvements
Have a good understanding of the C&I solutions implemented and the processes behind it.
Effectively leverage all relevant stakeholders in customer service, operations, advisory etc to maximise the effectiveness of the retention effort.
Constantly update yourself on compliance and risk procedures and regulations in the bank/market.
Customer Expectations
Meeting and exceeding customer and stakeholder expectations
You are the central point of contact for your customers on the day to day operational C&I business
You are the central point of contact for your customers in managing escalations and incidents
Improve service levels by performing root cause analysis against identified structural and recurring service issues to improve service levels
Advise customers on impact of any kind of projects or changes within or outside the bank that occur throughout the year.
Manage virtual C&I customer teams to optimise customer experience on C&I product
and
service delivery.
Reputation: Build, safeguard and uphold the reputation of RBS Group across all stakeholders: investors, press, politicians, public, staff, customers, etc.
Regulatory Relations: Act as (senior) interface as required with compliance, industry associations, policy makers, etc. Ensure relationships are open, transparent and in good faith
Risk, Efficiency and Control
Setting clear goals, internal controls, risk management, business efficiency, improvement and effectiveness
Line of Defence:
1st LoD:
Complies with relevant Group Policies, testing and certifying (or considers and escalates) the adequacy and effectiveness of the business’s controls on a regular basis; and
Establishes and documents (or follows and/or maintains) operating procedures which include relevant controls to meet Group and local policy requirements.
Establishes and owns a governance structure for identifying and managing risk, and for defining and approving an appropriate Risk Appetite; and
Establishes and maintains risk assessments to identify and assess the material risks that arise in the area of responsibility.
Conduct Risk:To be accountable for ensuring you understand, uphold and promote the Conduct Risk standard pillars:
Employee Conduct
Corporate Conduct
Market Conduct
Conduct Towards our Customers
Risk Appetite and Business Quality: Set a clear risk appetite and ensure business is conducted within it. Risk appetite includes credit risk, conduct risk, operational risk management, market risk management, reputation risk, compliance,
AML
/KYC and business continuity management
Operating Disciplines and Controls:Work within established operations, controls, risk assessments and assurance programmes, monitoring of risk and controls to identify, assess and manage any material risks which may arise.
Risk Culture: Expose appropriate business and risk aware behaviours and require compliance with all statutory and regulatory requirements and RBS Group policies
EC Commitments: Receive and consider issues related to commitments in the European Commission State Aid Deed for IB Service & Operations as appropriate to the business
Business Continuity: Ensure awareness of Business Continuity plans that are maintained and tested.
People Management***
Goal setting around team management, style, training and others
***Note: (3) Mandatory for Supervisors only
Performance Management:Comply with HR performance processes
Provide periodic updates as agreed with his/her Manager:
Customer revenue retention
Customer issues that need to be escalated
Status of the customer relationship and key threats / opportunities identified, including strategic changes, competitive threats, etc.
Ensure effective communication and engagement with all stakeholders
Experience – What previous experience is required for the role?
Essential
Desirable
A strong proven track record of cultivating major / complex customer relationships
Experience in C&I products
Experience in managing crisis escalation, root cause analysis and incident management
Experience with customers on a management level and being able to recover customers
Strong Customer Service driven individual and relationship management experience
Persuading and influencing skills
High sense of urgency built into strong customer delivery skills
Able to engage and build effective relationships and trust at Senior Management level with customers as well as Global and Regional peers and stakeholders
Strong communication and interpersonal skills with a high level of motivation and initiative
Strong appetite for information and an ability to prioritise and present valuable conclusions and summaries to customers
Collaborative team player who has the right levels of agility to respond to an ever changing environment
High energy, customer determination - a deep drive to improve customer service and displays strong focus and tenacity to get things done
Intellectually strong
Right attitude
Strong customer focus personality
Experience in CSAM or equivalent role (4 years +)
Junior Sales or Relationship Management experience (2-3 years)
Customer service and account management skills proven preferably in a major international bank
Project management affinity
University degree