Head of Client Services

Main Job Purpose 

The Client Service Team is responsible for ensuring the optimised client experience for clients that utilise the products and services delivered by Securities Services in the Channel Islands. As many of our clients have global relationships with BNP Paribas the team also has responsibility for maintaining a strong communication across the bank’s global network, working with Global Service Managers, Relationship Managers and other key stakeholders.

The Head of Client Service is responsible for ensuring the Client Service Managers (CSM) deliver against their objectives:  The CSM ensures that all the client's touchpoints across Securities Services are optimised by ensuring colleagues across the location understand the big picture of the client and his/her role in impacting the client's experience. Under the guidance of the CSM, everyone involved directly or indirectly with the client should feel empowered to take the actions required to ensure the best possible client experience.

The CSM manages the service reviews with clients to ensure the on-going fulfilment of client expectation and working transversally across the organisation to address any issues or queries escalated by the clients. The CSMs are expected to act as the champions of client focus for the rest of the business and work with all the areas across the business to ensure continuous improvement and ever greater client satisfaction.

The Head of Client Service must also ensure that the team comply with local governance and global reporting, including Client Acceptance and Business Acceptance committees and annual profitability reviews.

Key Responsibilities:

Responsible for the day-to-day management of the Client Service team and the ongoing development of each member. This includes providing technical support and training to the CSMs and broader business where appropriate:

• Ensure that all structured client reviews are scheduled and take place on the frequency agreed with clients and in line with the banks policies and procedures
• Monitor that calls reports are produced and shared with clients), local senior managers and the global relationship team  
• Ensure that CSMs are following up with relevant parties on any action points coming out of the client reviews in a timely manner
• Ensure that the CSM is fully prepared and available for scheduled approval committees
• Ensure that the CSMs are supporting the bank’s credit process by providing direct input on the activity of the client entity and ensuring adequate credit lines are in place.
• When Securities Services is flagged as Senior Bank Officer for the client group, ensure the CSM is able to represent the client in the Credit Committees
• Coordinate and produce a monthly client scorecard (based on the global standards) of all Strategic, Market strategic and Development clients in the Channel Islands
• Coordinate and produce monthly Client Management information on the key performance indicators in accordance with Group guidance and local Manco requirements. 

• Determine generic issue trends impacting the Channel Islands client base and drive escalation and resolution within the appropriate area.

• Comply with all applicable legal, regulatory and group's internal compliance requirements to include KYC, AML/CFT, Sanctions & Embargoes and Anti-Bribery & Corruption
• Ensure that CSMs manage the log of client issues to drive resolution and improve the client rating (using the Hobart query management system) 
• Ensure that CSMs work in partnership with Client Delivery on any client onboarding, exit and or restructure projects
• Engage the Operations teams and other interested parties such as the Relationship Manager, Client Account Manager, Buying centres, etc in the pursuit of service quality delivery and improvement
• Contribute and participate in deal teams, supporting new business on-boarding
• Ensure regular team communication and foster a culture of empowerment and proactivity
• Represent Client Development at local governance meetings and where required act as a Deputy for the Head of Client Development at global governance meetings

This role may also require a client allocation, where the Head of Client Service becomes responsible for the day-to-day service activity of a strategic client ensuring all client expectations are met.

Manager Conduct Responsibilities

In a controlled risk environment and in alignment with the global strategy, managers ensure full compliance with Conduct policies:

• Ensure Conduct governance is fully operational, as per standard guidelines: Conduct is a standard item at the agenda of management or team meetings, conduct dilemma are well managed and documented, the escalation process is in place, conduct responsibilities are delegated throughout the perimeter in charge
• Be aware of the Conduct risks arising in the perimeter in charge and make sure that appropriate mitigating processes and controls are in place
• Ensure Conduct principles are fully embedded in processes including people management processes (appraisal, promotion, mobility, recruitment, …)
• Develop understanding of Conduct principles by ensuring staff participation to awareness & training sessions

Regulatory requirements 

25 hours CPD required per annum. 

• Is the employee a “Principal Person - No 
• Is the employee a “Key Person” - No 
• Is the employee a “Senior Manager” - Yes 

*According to the meanings given under Article 1(1) of the Financial Services Commission (Jersey) Law 19981 as supplemented by the Commission’s Notice designating “senior management functions” dated 12 January 2023 and effective 13 March 2023.

Additional Job Requirements

Technical Skills – Essential Requirements

• Excellent organisation skills with structured delivery and attention to detail
• Leadership and effective communication
• Ability to understand and respond effectively to client and team needs.
• Competent strategic thinker with the ability to create and implement solutions.
• Ability to use initiative and judge when to escalate issues.
• Excellent presentation skills

Technical Skills – Desired Requirements 

• Previous experience in a management role
• Language skills an advantage

Qualifications & Industry Experience – Essential Requirements 

• Industry knowledge, particularly Investment Operations / Securities Industry
• Extensive experience in a role with a strong client management focus

Qualifications & Industry Experience - Desired Requirements 

Personal Style – Essential Requirements 

• Lead from the front
• Results driven
• Excellent interpersonal and written / oral communication skills
• Ability to build long term relationships both internally and externally
• Persuasive negotiator
• Client and quality driven
• Able to lead and motivate
• Ability to work under own initiative
• Effective team player
• Adaptability to changing environments