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Global Head Of Operations CLM and Servicing
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The role holder is accountable for end to end delivery of Client Management Life Cycle Operations globally covering all the streams of KYC, CDD, CLM across products, operational risk related controls. Monitor the performance of operations through key metrics such as volumes, productivity, accuracy, service levels, losses/lapses, issues and Risk registers.
As CoE Lead for Client Servicing, will spread head the design, implementation and continuous improvement of client service delivery models across CIB Ops. This strategic role ensures consistent, high quality client experience by establishing best practices, driving digital transformation and aligning service standards with business objectives.
Lead cross functional initiatives to enhance client onboarding, query resolution and service recovery. Monitor client satisfaction metric and implement feedback driven improvements. Build capability through training, knowledge management and performance dashboards.
Identifying and creating areas of competitive advantage, highlighting and resolve trade-offs between competing priorities, as aligned with the Global Head of Operations, CIB, Co Heads of CIB, Coverage COO and Coverage MT. Collectively responsible and accountable for setting operations strategy, managing performance and allocating resources across CLM Operations. Collectively responsible and accountable for the setting and governance of infrastructure processes and frameworks for robust compliance and controls, e.g. AML and sanctions checks, protection of
