Client Engagement Manager

Job Purpose

To execute the FICA and KYC through engaging with CIB clients on-line or at their premises to obtain verification documentation and information for purposes of ongoing due diligence reviews.

Job Responsibilities

• Keep cost of service at acceptable levels by managing own unit expenses and capacity.
• Plan and implement cost effective processes by aligning to best practice
• Ensure that operations adhere to budget constraints by planning and controlling expenses.
• Ensure early detection of issues and reporting thereof to the project and/or to the client.
• Communication of revised timelines, roadblocks, change requests and resource negotiations with stakeholders by conducting meetings and/or sending emails.
• Develop and maintain collaborative relationships with internal and external stakeholders by actively managing call programs.
• Measure client satisfaction through self-outbound and independent external surveys.
• Ensure clients fully understand on/off boarding processes and procedures by constantly communicating with them.
• Build client value proposition by building strategic relationships with key internal stakeholders
• Maintain acceptable risk profile by adhering to risk policies as evidenced by the risk officer.
• Adhere to compliance requirements by meeting cluster requirements of 100% as reported by compliance.
• Ensure continuity in the role and single view of clients by recording all on-site interactions with clients with client software technology.
• Ensure communication and single service experience by clients by meeting all internal compliance governance requirements
• Ensure quality and compliance in company sign up process by monitoring adherence to legislation.
• Ensure that all projects are managed by following defined processes and procedures.
• Management and escalation of risks and issues by regular feedback sessions with stakeholders
• Support the achievement of the business strategy, objectives and values by reviewing Nedbank and Business Unit Plan and ensuring delivered systems, process, services and solutions are aligned.
• Identify training courses and career progression for self through input and feedback from management

Essential Qualifications - NQF Level

Preferred Qualification

• Advanced Diploma/Bachelor's Degree, LLB or Compliance/AML Certificates.

Minimum Experience Level

• Must have 3-5 years in a relationship management experience

Technical / Professional Knowledge

Behavioural Competencies