Associate, Client Management, (Bahraini National)

Job Summary The role is responsible for: • Perform end-to-end orchestration across all processes and services managed by Client Management • Engage clients throughout process, ensuring seamless delivery and client experience • Responsible for proactively managing the client account across client journeys to ensure the highest level of client service and relationship health • Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases. • Supports the Business on the client portfolio to ensure strong client delivery execution • Ensure alignment between CIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps • Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes Key Responsibilities Strategy Targeted Improvements • Act as a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients • Ensure uniform approach towards the implementation of Client Management model in the country with a focus on service differentiation based on client tiering and value. Ensure that the model is scalable, best-in-class, client-focused and fit for purpose of client delight • Deliver excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate Automation and Streamlining • Drive continuous improvement of the operational efficiency and effectiveness of processes to increase the consistency of systems and processes • Adherence to changes in line with the Client Management destination model and DOIs Business • Deliver excellent service and advice to our Corporate & Investment Banking (“CIB”) and Business Banking (“BB”) clients in all interactions • Ensure alignment between CIB business and Client Management with regular engagement regarding business priorities, issues, and address any gaps • Provide quality support and advice to Relationship Managers (RM’s) within all lending units on all documentation related matters, including the origination of documentation for customers where required Processes • Perform end-to-end orchestration across all processes and services managed by Client Management (onboarding, credit fulfilment and monitoring, client due diligence, static data maintenance, offboarding and client support) for the portfolio supported • Engage clients throughout process, ensuring seamless delivery and client experience • Proactively manage the relationship health and day to day maintenance activities of the client accounts and deliver the highest quality client service • Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases. • Adhere to first-time-right principles • Provide insights and suggestions to improving processes, identifying opportunities to streamline and automate. Look at ways to promote standard work and best practices. • Undertake ad-hoc duties and when delegated by Line Manager and Country Client Management Head • Demonstrate strong knowledge of client needs for the assigned client portfolio and able to engage clients effectively • Build trust and strong account management support to clients including but not limited to loan drawdowns, overseeing the resolution of client related complaints, issues and escalations • Provide sound advice to clients on associated documentation requirements (e.g. credit documentation, account monitoring activities etc.) • Manage the end-to end documentation negotiation process including passporting of documents in the network subject to all approvals being in place as negotiated with Legal/Product and Business. • Engage and coordinate with Legal & Compliance, Credit and Clients on standard documentation requirements such as standard terms, country supplements, banking facility letter, master credit terms, supplementary letters etc • Obtain necessary approvals for T&C deviations on standard documentation from the relevant authoriser as necessary • Perform credit documentation activities for the deals flowing from CIB and BB • Conduct checks on Credit Documentation output as applicable • Ensure that the data sources used for the extraction of the return is correct • Identify processing risks or inefficiencies and implement appropriate and effective changes • Ensure document deficiencies are minimised and are rectified in a timely manner • Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations • Work closely with Product and Ops units to achieve suitable outcomes for clients • Accountable to ensure that all facilities are set up in accordance with client instructions • Support the RM in reviewing client account activity reviews, ensuring transactional activities are aligned to the expected levels of activity for the client given their business profile • Manage flow maintenance activities as assigned to ensure portfolio quality. The activities include but not limited to • Annotation of Excess and Past Dues and highlighting issues to RM and CA • Review and monitoring of ASTAR reports • Document Deferral Waiver (DDW) requests, Temporary Excess Request (TER), and SIF for allocation of limits • Collaterals monitoring and doc deficiency reports review • Seek Early Alert Reporting (EAR) / CG12 waivers for overdue • Act as escalation point for Unsettled (FX) Past Due Trades reports & Failed trades reports, working closely with Operations where relevant • Support Loan Drawdown, Cash Management, LTP Trades (FI) and release of Trade Offerings Section relevant to Client Management led markets where Orchestrator has additional responsibility of ARB origination support activities [delete where not applicable] • Provide support to the Business by proactively: • Supporting to prepare Account Plans, client briefing notes for senior management discussions, input to RCAF / GCAF • Joining client visits (as appropriate) and ensuring client discussions are documented via call reports in CRMx • Reviewing client profitability and opportunity to increase customer utilization • Work closely with product partners and sales to understand business proposition and support prioritisation • Partner with Investor Service Operations group and other operational teams to ensure the timely set up of client trading infrastructure (applicable for FM CM orchestrators) Skills And Experience Priority Skills • Manage Conduct • Manage Risk • Manage People • Operational • Process Management • Data Conversion and Reporting • Business / Product Knowledge Qualifications • Strong ability to positively influence stakeholders across value chain to both orchestrate and

Perform end-to-end orchestration across all processes and services managed by Client Management; Engage clients throughout process, ensuring seamless delivery and client experience; Proactively manage the relationship health and day to day maintenance activities of the client accounts and deliver the highest quality client service; Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases; Adhere to first-time-right principles; Provide insights and suggestions to improving processes, identifying opportunities to streamline and automate; Undertake ad-hoc duties as delegated; Demonstrate strong knowledge of client needs; Build trust and strong account management support to clients; Provide sound advice on documentation requirements; Manage end-to-end documentation negotiation; Engage with Legal & Compliance, Credit and Clients on standard documentation requirements; Obtain approvals for deviations; Perform credit documentation activities; Conduct checks on Credit Documentation output; Ensure data sources used for extraction of the return are correct; Identify processing risks and implement changes; Ensure document deficiencies are minimised; Escalate or enforce compliance requirements; Work with Product and Ops units to achieve suitable outcomes; Accountable to ensure facilities are set up per client instructions; Support RM in reviewing client activity and ensure alignment with expected activity; Manage flow maintenance activities including Excess and Past Dues, ASTAR reports, DDW/TER/SIF requests, collateral monitoring, Early Alert Reporting; Act as escalation point for unsettled FX past due and failed trades; Support loan drawdown, cash management, LTP trades and release of trade offerings; Provide ARB origination support where applicable; Prepare Account Plans and client briefing notes; Document discussions via CRMx; Review client profitability and opportunities; Work with product partners and sales to understand propositions and prioritisation; Ensure timely setup of client trading infrastructure in collaboration with Investor Service Operations.