Description of the Business Line or Department
This role is an Apprentice role and we will sponsor this role through the Private Banking Apprenticeship, funded by the apprenticeship Levy.
Our commercial strategy focuses on three main areas:
§ Ensure growth through our key client segments: KCS (Key Client Segment), FIM (Financial Intermediaries), Core Segment, International and Piccadilly (Privilege) teams;
§ Tighten our global sales management, notably by combining our indicators by entity and by private banker (AuM, NNMA, NBI, GOI);
§ Anchor our risk culture, conduct, Customer Excellence and the Group values described in the Leadership Model in our sales force on a daily basis
Summary of the key purposes of the role
The purpose of the Private Banking Assistant role is to be part of the Client Service Team (CST) supporting the Private Bankers. It is a vital link between Clients, Private Bankers and Support Services from initial client introduction and throughout the life of the relationship.
The Private Banking Assistant will ensure on behalf of their Business Unit that all aspects of the Client’s experience with Kleinwort Hambros are dealt with in a professional, accurate and timely manner including:
Be part of the CST supporting Private Bankers and Wealth Planning Specialists who are focused on one or more segments, managing and retaining client relationships with high net worth individuals.
Actively assisting in developing the clients relationships to their full business potential
Maintenance of the operation capabilities of the existing accounts( i.e. static data)
Summary of responsibilities
First point of contact for client activity including transactional activities, operational issues, queries or service issues.
Work as part of the Client Service Team, supporting the Private Bankers, to ensure a high standard is delivered to the client.
Provide administrative support to Private Bankers, complete required paperwork and record maintenance, assist with the administration of various client reviews, respond to client enquiries and provide administrative co-ordination with all areas of the bank and, where necessary, the wider SG Group entities
Use time effectively, balancing personal commitment with the use of other resources to deliver a high quality of service
Coordinate meetings, diaries and attendance at relevant meetings, including attending those where assistance is required with meeting notes etc
Maintain excellent professional standards through appropriate training and development and keep up to date with developments in the market place
Work effectively and successfully within the team and corporate framework
Perform all duties in accordance with the principles outlined in the SG Code of Conduct, as well as the policies and procedures relevant to your responsibilities, to ensure that you adhere to a culture that treats clients fairly and focuses on the long term sustainability of client relationships;
Fully respect SG Policies and Procedures defined locally, at PRIV and at Group Level, in order to control operational risks;
Respect of local SG procedures and relevant regulations;
Application of IMMUNE and FORCE rules;
Must seek management advice in case of doubt
Client Engagement and meeting co-ordination
Manage incoming client requests or communications via email, calls and referrals
Schedule/ track annual review process by banker within Team, initiating review if change’s to a client’s situation warrants a record refresh
Schedule and prepare for client meetings/calls at banker request – including investment schedules and meeting packs
Track all incoming client queries along with actions arising from client meetings and calls
Respond to all client valuation, statement or audit requests
Track routine client reporting processes and escalate with bankers as necessary
Ensure all client engagement documentation is recorded appropriate on client files within strategic archive
Client Service Management
Obtain reports for all clients within Team on issues arising at client touch points outside of Private Banking
Monitor key processes and client service levels for all clients within Team validating compliance time and quality targets
Co-ordinate all client service remediation activities, including calls and letters to client
Client Documentation Management
Validate up to date client procedures and documentation from Business Assurance, Operations, Compliance or Legal
Drive the documentation process for :- Client take on, Client closure, Client death, New account set up, Closure of dormant accounts, Trust estate processing; Portfolio creation; Stock Transitions and transfers; Manage client file details and ensure remediation of all incomplete KYC data
Client Transaction Execution Initiation ( ensuring regulatory compliance )
Stock transitions/transfers in and out and within portfolios
Money transmission, standing orders and payment processing - all following client instruction and including engagement on sanctions checks
Monitoring of client debit/credit balances and taking appropriate action where necessary
Monitoring of client portfolio holdings on internal systems
Adherence to call back procedures
Support administration of client Execution Only activities
Complete all work and learning as part of the Private Banking Assistant apprenticeship programme, completing the level 4 IAD.