Client Services Manager

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

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Job Summary

• The role holder will report to Head of Custody in country. The client services manager will be a dedicated resource for handling client queries and managing client relationships. The incumbent is expected to operate with business flair and actively contribute towards the overall business strategy of Custody.
• The role involves interaction with colleagues from within custody operations and other function areas of the Bank, primary CIB, Wealth and Global Markets to effectively respond to client requirements.

Job Description

Client Servicing & Relationship Management

• First point of contact for all client queries related to custody operations and any new client requirements 

• Understanding client needs and ensuring high levels of service delivery / standards.

• Liaise with various internal teams to address client queries and resolve operational issues.

• Oversee the onboarding process for new clients including opening of custody accounts locally and with agent banks.

• Assist in transition management of securities for change of custodian

• Handholding new clients on operational flows for trade settlements incl. training on use of our platforms / channels for communication etc.

•  Assess and identify risks associated with individual client relationships and ensure compliance to agreed SLAs.   

• Periodic review of client pricing and income for any change in fee tariffs.  

• Regular service reviews with client for feedback and ensure continuous improvement in products and services.

• Ensure participation in Industry surveys for best custodian awards. 

• Keeping abreast of the latest market and regulatory developments and sharing market information and developments to clients.

• Produce monthly MIS on client queries & issues for management review.

New Business development

• Assist the Head of Custody to identify new business opportunities from existing clients.

• Support the Head of Custody in preparation of pricing proposals, Customer value propositions and responses to client RFPs, Due Diligence questionnaire.

Technical skills/ Competencies

• Ability to analyze client needs and our operational capabilities to support product development and client requirements.

• Ability to manage multiple client related projects / requirements within tight deadlines

• Excellent verbal and written communication skills (incl. Microsoft PowerPoint, Excel etc.) particularly for client interactions and presentations.

• Understanding of risk and regulatory framework for custody.

• Ability to think strategically and articulate well.

Knowledge, Expertise and Experience

• In-depth understanding of custody operations, including client onboarding, settlement, safekeeping, corporate actions etc.

• Strong interpersonal skills and the ability to build and maintain client relationships.

• Good understanding of global custodian arrangements for custody of assets in offshore markets.

• Good understanding of the client segments that require custody and the operating model for different client categories. 

• Degree with minimum 10 years of relevant experience in custody client servicing, product, sales or operations.   

Education