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In addition to the Intermediaries Assistant Relationship Manager (ARM) role profile, the Intermediaries Account Manager (AM) takes ownership of the account administration, documentation formalities and tasks during daily operations and in case of impactful projects. This is accompanied by a greater level of independent client interaction than the ARM.

In contrast to the Relationship Manager (RM), the AM do not have their own client book. However, he/she reaches out to and interacts with clients directly, where appropriate and in close collaboration with the RM. Excellent professional, personal and social skills are seen when liaising at all levels. The AM ensures successful operational client account management, through autonomous interaction with both internal and external stakeholders in the scope of their role. They provide clients with relevant information and further support the RM in implementing customised solutions. The Account Manager acts as a role model in bringing the best service quality to clients, RMs and Group Head. They demonstrate professional commitment to ensuring excellent administration of the account and work proactively to go the extra mile to manage and grow our client base.

YOUR CHALLENGE

Client Administration and Management

Actively ensures that operational account management is undertaken professionally, with all tasks/system alerts cleared directly where possible
Proactively takes the lead in supporting the RM and team in client interaction in all respects, with high quality, precision, and timely response
Interacts with clients in an independent and professional manner in all aspects of account management
Ensures accurate and high quality client relationship document formalities are met and maintained to a high standard at all time
Actively maintains client key data in liaison with the RM to ensure data sets are correct for good maintenance of the relationship
Creates and provides clients with customised information, reports, and statistics
Where appropriate is part of client meetings and can even lead parts of the meeting (e.g. documentation formalities, compliance, other requests of the client) if case allows
Compiles presentations and supports in marketing activities
Promotes and services dedicated Intermediaries e-channels

Business Management

Organises and follows up client meetings, including logistics and document preparation, on own initiative
Supports the RM in investigations and troubleshooting, maintaining close bank-internal cross-team/division collaboration
Manages the internal projects which impact the account relationships of an RM, directly solving the administrative issues that arise and ensuring that all relevant systems are maintained and updated, and all documentation is collected as necessary
Provides professional input proposals for improvements based on experience, incident occurrence or observation
Conducts reviews, plans ahead and documents his/her own work at all times
Can deputise RMs in day-to-day matters in certain agreed topics
Is typically the go-to person for new ARMs and can help in the induction process to share knowledge and best practices in terms of systems, data, processes, and client interaction

Risk Management and Controls

Full adherence at all times to compliance, legal guidelines, internal rules, regulations and policies, with action, review and sign off made in collaboration with the respective RMs and Group Head
Is a first line of risk defence, through raising concerns, following up on issues independently and escalating when in doubt
Demonstration of appropriate values and behaviours including but not limited to standards on honesty and integrity, due care and diligence, fair dealing (treating customers fairly), management of conflicts of interest, competence and continuous development, adequate risk management, and compliance with applicable laws and regulations

YOUR PROFILE

Education and Experience

Relevant work experience as Assistant Relationship Manager or 3 years of experience as ARM together with a job-related high degree (e.g. Bachelor, CFA or similar) without counting the apprenticeship period
Successful completion of the internal ARM training programme
Proven track record in servicing banking clients with complex needs (onboarding of new clients, maintaining and extending current relationships)

Professional Skills

Advanced knowledge of financial markets: structure, function and legal/regulatory environment as well as industry awareness
Sound affinity with the geographic market(s) covered
Advanced understanding of relevant products and services applicable to EAM clients, plus valuation principles
Strong fluency in English (both written and verbal) and preferably in Business Mandarin due to the market requirement
Very good MS Office skills

Personal and Social Skills

Independent work approach
Excellent situational adaptability (able to work with RMs and clients from diverse backgrounds with complex needs)
Positive can do attitude and approaches challenges with an open mindset
Takes on extra responsibilities at own initiative
Strives for excellence by finding ways to do things smarter, faster and better
Challenges the status quo in a continuous improvement approach
Excellent organisational skills, able to work swiftly, independently and accurately even when under pressure
Proactive, friendly and highly solution- and customer-oriented attitude
Strong team player with excellent communication skills
Professional impression and impact
High personal integrity and risk awareness/ethical mindset
Is a go-to person by e.g. helping colleagues, training other assistants (see above)

Regulatory (where applicable)

MAS Registered/Appointed Representative
CACS Papers 1 and 2
Preferably with CMFAS Modules 1B, 5, 6A, 8A certification

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