Client Service Manager

Processes • Ensuring continuous improvement in timeliness to the standards prescribed for the process from time to time. • Releasing deals as per the department operating instruction manual, customers instructions and within the timeliness and accuracy standards specified. • Ensuring compliance with all applicable Rules / Regulations and Company and Group Policies. Identifying exceptions from the norms & initiating corrective and preventive actions. • Comply with Group Money Laundering Prevention Policy and Procedures and Sanctions to the extend applicable and reporting all suspicious Transaction to the Line Manager. • Where applicable, ensure compliance to Group and Country Regulations are managed to the extend agreed with the Countries and ensure all staff adhere to the same. People and Talent • Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners. • Ensure provision of ongoing training and development, to larger teams and ensure that direct reports are suitably skilled and qualified with effective supervision in place to mitigate any risk. • Employ, engage and retain high quality people. • Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives. • Promoting an environment where all team members develop a sense of involvement in the conduct of their regular work and contribute ideas with the objective of achieving excellence in service quality. Risk Management • Responsible for the Audit and Risk Control Standard associated with Cash Services operations. • To ensure approved generic Product Programs and their corresponding Country Product Templates are in place before any product is accepted for implementation by Service Delivery. To refer any instances to Group Operations and CORG via KPIs and monthly risk exception reporting. • To proactively monitor and manage operational risks, system risk and channel risk of the products and to highlight any potential and actual breakdown of controls to Group Operations and CORG via KPIs and risk exception reporting. • Work with UORM to develop, design and implement control measures and monitoring plans for compliance and operational risk management