Lead Business Execution Consultant(Relationship Manager)

Job Profile:

Business Relationship Management professional (VP):

Summary:

• Covers jobs providing high levels of general support to corporates/ institutions through relationship management on customers business through relationship management support,  operations and customer servicing within the business customer portfolios.
• Acts as the customers' main point of contact for operational and product questions.
• Duties may include setting up customers profile, limits, proactively handling client account and/or product issues, monitoring account overdrafts, confirming source of funds, and partnering with internal teams to resolve office management on ad-hoc client inquiries.
• Setting up customer profiles, making changes to customer profiles, communicating through authorized channels to interested parties as appropriate, providing reporting as required by circumstances and document generation, if applicable.
• Helps with customer onboarding, due diligence, proactive outreach, and other associated risk management matters to ensure regulatory and company requirements are met.

In this role, you will:

• Manage the relationship support function for an assigned team or office
• Manage the end-to-end customer experience including onboarding, limit set-up, handling customers requests, queries, resolution, servicing and extensive problem-solving
• Oversee customer due diligence operations which may include proper initiation and accuracy of loan documentation process and implementation of treasury products, adhering to all policy and regulatory requirements
• Complete all required assessments, exercises, training, and affirmations in accordance with Bank Policies and Audit requirements
• Make decisions and resolve issues for operations of the business relationship team to meet objectives
• Oversee a compliance monitoring program and evaluate the results, ensuring achievement of a satisfactory rating on all audits, working with business management to resolve issues, and address deficiencies identified, if any
• Interpret and develop policies and procedures to implement compliance and to resolve issues.

Complete required assessments, training, and affirmations in accordance with bank policies and audit requirements

• Collaborate and influence all levels of professionals including other relationship associates and the Managers
• Guide the customers where required and be one point of contact for their issues, queries, resolution and remediation as well as consultant where needed
• Manage allocation of corporates and deliver on expected results

Required Qualifications:

• 12+ years of Business Relationship Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• In-depth understanding of CIB products
• Knack for customer relationship and customer fulfilment for Banking products

Desired Qualifications: Graduate with suitable experience. Management education is an added advantage

Additional information:

This role shares in managing a moderate-large portfolio of accounts within the CIB Coverage teams that support the Corporate Banking and Financial Institutions Groups of CIB.  

• Acts as the customers main point of contact for operational questions.  Independently and proactively handles customer issues and problems.  
• Monitors overdrafts and other funds movement activity in a customer-focused manner, understanding risk and securing necessary approvals.  
• Confirms additional source of funds and partners with office management in decision making process.  
• Coordinates activities and solves problems with various operations center, internal bank departments and outside vendors.
• Manages "owning the customer experience" approach and effectively executes on all standard protocols regarding interactions with customers.
• Independently and/or collaboratively with relationship manager and/or other treasury management office sales staff, conducts customer courtesy calls, both by phone and in-person, for the purposes of relationship building and client support.
• Gathers deposit and treasury management documentation from customers in a customer-focused manner. Serves as a key partner with treasury management in managing the customer experience during treasury management implementations and beyond for all net new customers and new product sales. (Check if to be included)
• Partners with the customer service team where needed to resolve issues and provides status updates on implementations.  Helps with customer onboarding, due diligence as well as any other associated risk management matters where required.  May serve as a subject matter expert for the office. Partners with customer service manager to complete line of business operational projects as necessary.

Team members support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business units risk appetite and all risk and compliance program requirements

In this role, you will:

• Be accountable for a complex portfolio of customers
• Oversee a portfolio of accounts
• Identify opportunity for process improvements within the portfolio
• Review and analyze the decision process for customer accounts and evaluate the profitability and risk of designated portfolio
• Verify compliance and report identified issues for resolution
• Make decisions on complex customer issues
• Partner with managers to resolve issues and provides status updates on implementations
• Develop expertise in the policies, procedures, and compliance requirements
• Handle complex customer issues which include escalation and resolution
• Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals
• Interact with internal customers
• Receive direction from leaders
• Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

Job Expectations:

Shift Timing: Since this is a US relationship management profile, shift timings will be 6.30pm - 3.30am IST.

Required Competency Target Rating

Adaptability / Agility- Advanced

Administrative Operations- Proficient

Client / Customer Centricity- Advanced

Client / Customer Service Delivery- Proficient

Communication- Advanced

Execution- Advanced

Leading Change- Developing

Organizational & Business Insight- Advanced

Partnership- Advanced

Product / Service Acumen- Proficient

Retention & Expansion- Proficient

Risk & Compliance- Proficient

Stakeholder Relations- Proficient