Client Outreach Director Manager

Job Description:

The Function
The Client Outreach team are the front line unit who work with clients as part of meeting Know Your Client (KYC) periodic refresh and remediation requirements. We work in close collaboration with Global Corporate and Investment Bankers and Global Markets Sales to support the Bank’s global regulatory and policy requirements as it relates Client Due Diligence (CDD) documentation collection, with support from Operations and Global Financial Crimes Risk teams. 

The team identifies and develops client connections, engages client representatives to obtain KYC documentation, and acts as a coordination point for resolving issues/challenges with respect to client and country specific documentation requirements in a timely manner.

In addition to the ongoing document engagement, individuals within the team keep abreast of global regulatory change that could influence processes, and identify opportunities that enhance the client experience.

The Role

The KYC Client Outreach Specialist (COS) teams serve as the Front Line Unit engaging with clients across business sectors and regions to meet KYC requirements for periodic refreshes in a timely manner.

Role Responsibilities

• Outreach to clients requesting and collecting KYC documentation
• Assign Outreach contacts and serve as the key point of contact for relevant Clients as well as Bankers, Operations, Risk and other internal functions
• Partners with KYC support to review, challenge and communicate the KYC refresh forecast including any considerations as it relates to internal capacity as well as client population considerations
• Drive ownership of client engagement and work across Lines of Business to close relationship coverage gaps, if any
• Establishing and owning team/stakeholder routines to maintain transparency of progress, expectations, and provide a forum for escalations across industry coverage
• Drives the organization and recording of client contacts in appropriate systems of record
• Own any requirements as it relates to client-related discussions in internal governance routines within the FLU and those governed by support partners
• Oversees and resolves the risks and impacts of non compliance with KYC processes, including restrictions, closures and associated business growth impacts
• Consolidate client feedback on policy, requirements and/or jurisdictional nuances where given to help improve the Bank’s processes across lines of business and regions
• Raise process issues and improvements that collectively help our clients
• Partner with colleagues in Banking, Sales,, FLU COOs, FLU Change, FLU Business Controls, Operations, and other groups as needed
• Review clients for appropriate activity and liaise with Bankers on whether relationships with specific entities should continue
• Own the Outreach of both periodic refreshes as well as remediation and associated programs
• Own the Outreach of jurisdictionally or regionally stringent requirements where needed
• Own timely collection of client required documentation, including follow ups where needed
• Ensure voice of the client is heard while adhering to policies, laws, rules and regulations
• Consider, propose or feedback on potential client portals or improved methods of interaction
• Own performance metrics, and ensure any exceptions are resolved within required timeframes
• Master customer due diligence (CDD) requirements and guide clients as needed to comply
• Drives the collection of enhanced customer due diligence (ECDD) requirements and guide clients as needed to comply
• Represent Outreach on exam/audit/regulatory management from a FLU perspective, where needed
• Adhere to bank privacy policies in securing non-public information obtained as part of KYC activities
• Ensure hiring and mobility adhere to the KYC FLU location strategy
• Embrace a collaborative and output oriented culture

Required Skills

• Bachelor's degree or equivalent work experience
• 10 years experience in a client facing role within the financial services or a related industry
• Preferred: Certified Anti-Money Laundering Specialist (“CAMS”)
• Knowledge of AML CDD policy and standards, industry practices in AML CDD, including legal entities in global jurisdictions
• Must demonstrate a strong client focus
• Demonstrable ability to work across lines of business, regions and global client groups
• Understands how the client book fits into the overall business growth strategy
• Understand big picture and ability to work well independently
• Ability to initiate and build strong relationships with all levels of the organization
• Excellent interpersonal skills for motivation, collaboration and encouragement
• Professional Demeanor: Demonstrating patience, composure, and positive attitude.
• Problem Solving and Decision Making Skills: Thinking analytically, using diverse research skills, applying past experiences to problem resolution, developing multiple resolutions, knowing how to and where to go to resolve problems.
• Flexibility and Adeptness: Handling multiple projects and daily tasks adjust to a changing environment adept to new approaches that improve overall work efficiency and effectiveness.
• Initiative: Identify process improvements, demonstrate a "self-starter" behavior and a willingness to help others, and show potential to require minimal supervision.
• Strong organizational skills and ability to prioritize and manage competing priorities with excellent attention to detail
• Excellent proficiency using Microsoft office products, particularly Microsoft PowerPoint, Excel, Word

Shift:

Hours Per Week: