Regional Head of Client Life Cycle Management

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Role purpose

Digital Business Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. Digital Business Services combines global expertise and technology to help keep us ahead of the competition.

Wholesale Operations offers our employees a fast paced, dynamic working environment with exposure to a wide network of stakeholders such as Commercial Banking (CMB) and Global Banking and Markets, in around 60 countries and territories around the world. Our services are diverse consisting of:

- Credit Services and Collateral Management Utility
- Wholesale Client and Account Servicing
- Wholesale Channels and Client Management Operations
- Global Trade and Receivables Finance
- Client Lifecycle Management (KYC Operations including Existing to Bank CDD, Core Onboarding and Client Exits Orchestration)
- Oversight of Utility services provided by Global Operations to WSB in market

We are currently seeking a high calibre professional to join our team as a **Regional Head of Client Life Cycle Management (CLM) and Market Head of CLM - Digital Business Services**.

**Principal Accountabilities and Responsibilities**

The role is double hatted and the purpose of the role is:

- To directly lead the CLM teams in region, within market and within the supporting GSCs to deliver an agreed set of business objectives (as set out in PLAs, SLAs, BWOT KPIs and OKRs), enable business growth and manage the FRP through the delivery of strategic initiatives and continuous improvement aligned to BWOT
- Drive exceptional SLA delivery for all Global Operations Services to the market
- Responsible and accountable for ensuring consistent local delivery, policy, frameworks, standards-setting, oversight and assurance.
- To proactively manage the market Wholesale (CMB and GBM) Line of Business (LoB) stakeholder relationships and act as the primary point of contact to LoB stakeholders within the region and market
- The role holder will be responsible for driving streamlining and transformation and managing a robust control environment across all services. This includes building and optimising a future state Client Lifecycle Management operating model which will deliver a commercial, client and cost-aligned service model that maximises offshore/GSC footprint and brings together GB & CMB headcount.
- Driving CDD strategy and change plans, including design and implementation of all new client service workflows and technology solutions.
- Represent Global Operations in Business and Operations governance forums.
- Maintain control and governance of Audit, Assurance and MSII outcomes & clearance within timelines. Drive improvements in the control environment and deliver the local War on Manual Controls.
- Lead and controls country and regional costs versus the FRP budget, including resource demand and supply within plan. This includes delivering cost out targets to meet budgets.
- Lead all governance activities within the market and region acting as a key representative in joint business forums. Owning the preparation of materials for key forums and presenting to senior country and regional LOB stakeholders.
- Manage & take responsibility for the KRI´s & KPI´s, book of work completion volumes and incoming demand to generate & implement the strategies necessary to achieve an increase in performance, productivity, & the quality of all processes.
- Appropriately and proactively identify and mitigate AML and Financial Crime risk.
- Manage & supervise the NTB BoW completion and ability to grow the business in market and region. Including the development and deployment of NTB processes, workflows and propositions.
- Ownership of client exit decisioning and orchestration of exit execution activities including the blocking and curtailment of accounts where required.
- Deliver operational improvements through best in class process, unit processing times and leveraging digital solutions where available. Including functional regional ownership for soliciting and responding to client experience feedback.
- Lead people and engagement initiatives within respective team, deliver talent reviews, succession plans, deploy BWOT work streams and govern annual performance management. Creation of an inclusive and high performing culture.
- Improvements in the overall experience delivered to the customers of Global Businesses
- Delivery of service to agreed levels of performance including report to stakeholders
- Delivery of DBS Operations capabilities in a professional and commercial manner
- Functional management of t