Job description

Job Summary :

The incumbent is primarily accountable for the management of all Custody Clients as well as the Client management team, which consists of Custody Relationship Managers and a Client Services function. The Senior Manager Custody Client Management and Business Development leads the aforementioned team in order to maintain and grow the Custody Client Portfolio and achiever-determined and pre-approved targets.

A. Shareholder & Financial:

- Implement strategies and plans to achieve all volume, revenue, and profit targets.

- Ensure ongoing increase in market share, and sustainable growth rate on the Custody client portfolio.

- Ensure that the marketing impact and sales activities are maximised through the team’s service delivery

- Implements KPI’s and best practices

- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.

- Act within the limits of the powers delegated to the incumbent and delegate authority to the respective staff and monitor exercise of the same.

- Demonstrate clear understanding of the important factors behind the bank's financial & non-financial performance.

B. Customer (Internal & External):

- Responsive to the needs of the potential, new and existing customer base and lead the customer focus initiatives in the QNB Custody department.

- Define, establish and conduct reviews on procedures for, on boarding, client meetings, business cases, client engagement plans and yearly activities.

- Owning the common client mailbox, and all other client communication channels and the routines handling client responses according to the agreed SLAs with the clients.

- Build and maintain strong and effective relationship with the all other related departments and units within QNB to achieve the Group’s goals/ objectives.

- Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.

- Responsible for strategically important client relationships engagement.

- Client targeting and marketing.

- Develop client sourcing process / framework and implement with target client identification and prioritization approach.

- Oversee client referral and incentives.

- Mange client target lists using internal and external sources.

- Client contact and acquisition.

- Define and implement client contact approach and guidelines.

- Define and implement client contact strategies for Relationship Officers without portfolio and their continuous engagements.

- Manage allocation of target clients to Relationship Managers and Officers.

- Monitor and maximize sales conversion.

- Client On-boarding.

- Responsible for the on boarding process and the continues account maintenance and the regular and enhanced due-diligence process and KYC-documentation routines.

- Work with Custody Operation teams to ensure the client on-boarding process is managed efficiently according to agreed SLAs.

- Value of Custody client portfolio.

- Set and agree on sales targets with all of the team members.

- Implement client relationship management model.

- Allocate and manage Relationship Manager and Officer portfolios.

- Participate in high value client discussions to support Relationship Managers.

- Work with Head of Product Development and Network Management and External Relations to identify evolving Custody clients’ needs and the product developments process or make connection with the respective product owner(s) within QNB.

- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.

- Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.

- Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

C. Internal (Processes, Products, Regulatory):

- Custody client satisfaction.

- Manage and resolve client issues and proactively feed into business or systems improvement initiatives.

- Implement strategy to maximize client retention.

- Oversee and monitor quality of service provided by Custody Relationship Manager and Officers.

- Monitoring and refinement.

- Track client acquisition pipeline/produce monthly sales report of the Head of Group Custody.

- Bring client input to the product developments function.

- External authority contacts.

- Contribute to the interaction and problem solving in relation to authorities (QFMA, QCB, QCSD, QE etc.) and internal controlling functions as Internal Audit and Compliance.

- Report to Head of Group Custody on progress, key metrics, and major issues and risks

- Manage the Relationship Manager and Officer Team budget.

- Manage the client acquisition budget.

- Monitor client workload of Relationship Managers and Officers and recruit new staff as needed.

- Establish and maintain good relationship with internal functions to ensure excellent service and cross-selling target.

- Monitor and review staff performance; resolve staff performance issues.

- Mentor staff and provide sufficient training and career opportunities to support their growth and maximize their productivity.

- Continuous Improvement:

- Set examples by leading improvement initiatives through cross-functional teams ensuring successes.

- Identify and encourage people to adopt practices better than the industry standard.

- Continuously encourage and recognise the importance of thinking out-of-the-box within the team.

- Encourage, solicit and reward innovative ideas even in day-to-day issues.

D. Learning & Knowledge:

- Proactively identify areas for professional development of self and undertake development activities.

- Seek out opportunities to remain current with all developments in professional field.

- Hold meetings with staff and assess their performance and your teams overall performance on a regular basis.

- Take decisive action to ensure speedy resolution of unresolved grievances or conflicts within the team members.

E. Legal, Regulatory, and Risk Framework Responsibilities:

- Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, Group Compliance Policies and Procedures (AML & CTF, Sanctions Policy, Data Protection Policy, Fraud Control Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing Policy).

- Understand and effectively perform your role under the Three Lines of Defence principle to identify measure, monitor, manage and report risks.

- Ensure systematic good outcomes for clients in accordance with Conduct Risk policy.

- Support the framework of RCSA, KRI, Incident reporting and remediation, as appropriate, in accordance with the Operational Risk Management requirements.

- Maintain appropriate knowledge to ensure full qualification to undertake the role.

- Complete all mandatory training provided by the Bank, attain, and maintain the required levels of competence.

- Attend mandatory (internal and external) seminars as instructed by the Bank.

F. Other:

- Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.

- Maintaining utmost confidentiality concerning customer and internal bank information obtained during the course of business and provide such information on a need to know basis only to Senior Management of QNB, Audit and Compliance functions, and relevant Regulators.

- Maintain high professional standards to uphold QNB's reputation and to strengthen its market leadership position.

- All other ad hoc duties/activities related to QNB that management might request from time to time.

- University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study), Masters preferred.

- At least 12 years of experience in client management and business development, ideally in a custody banking, investment management or fund administration context.

- Minimum of 5 years of hands on experience from custody operations.

- Excellent knowledge of Custody and institutional banking products.

- Management experience and track record of successful business strategy formulation and implementation.

- Proven leadership skills in performance monitoring and engagement for staff management.