Head of Relationship Management UK
Client Management & Sales Activity
To develop, agree and implement client account plans, working closely with other departments within IS, Markets and IM. This will include developing senior level relationships within the client and coordinating all STT activity.
- Manage the UK non-GCD relationship management team
- Own and drive the non-GCD client relationships
- Have direct responsibility for all aspects of the commercial, strategic and contractual relationships with clients
- Maintain client documentation & manage contract negotiations & execution including client fee schedules
- Develop senior level contacts within all assigned clients who have decision making roles
- Co-ordinate with the product leads and facilitate a high level of collaboration across the internal SME’s to ensure all new business/cross sell opportunities are explored
- Develop and maintain an executive calling program for STT executives
- Ensure regular reviews of service quality take place between the client and the SSBT client service delivery team(s)
- Manage the Net Promoter Score (NPS) process
- Responsibility for meeting an annual sales/cross sell target amount on an individual basis, for the clients within your remit.
Financial Management
To be responsible for existing client P+L and be able to manage to STT shareholder goals
- Responsible for working with finance in the preparation of proposed deal and client financials in coordination with appropriate internal stakeholders and ensuring that the new business governance procedures are consistently followed
- Provide quarterly updates on the financial health of clients and own plans to remediate unprofitable clients
- Ensure that the product management function has reviewed all proposed services and has qualified the technical scope of any business opportunities
Managerial
- Demonstrate the ‘Risk Excellence’ culture in your behaviour
- Maintain a detailed understanding of :
o The scope of the role’s managerial responsibilities
o The competence of the staff reporting to you
- Ensure that your team has clear understanding of their reporting lines, authority levels, scope of responsibilities (including those delegated to them and those they delegate), objectives, training and competency requirements plus progress is reviewed regularly in line with Company policy, and are regulatory registered where appropriate for their role
- Develop effective working relationships and communications with staff and ensure that staff are motivated, developed and supported.
- Establish and monitor systems of control, delegated authority and escalation procedures so that the business complies with internal policies and external regulations and can be managed effectively
- Adhere to the delegation and oversight (management information and escalation) framework in the performance of daily tasks. This includes taking proactive action to ensure there is adequate production of management information that is fits for purpose, and issues are raised as appropriate
- Establish and monitor an effective delegation framework to ensure that tasks are performed by staff members with appropriate capacity and authority level (based on knowledge, skills and competence).
- Establish and monitor an effective oversight framework to ensure that issues are appropriately identified, escalated and resolved. This includes: a) ensuring that appropriate management information is received, considered and challenged as appropriate at intervals proportionate to the risks; and b) that staff members have clear understanding of the escalation path/principles
- Establish and nurture a culture of ‘Risk Excellence’ within the team, encourage an environment of openness that welcomes effective challenge and supports open discussion.
- Ensure that you make reasonable decisions by exercising reasonable care when considering information available to you. This includes taking proactive action to ensure that the information you have is suitable and adequate.
- Establish and nurture a culture of individual ownership of tasks to embed a clear individual sense of accountability into staff members’ behaviour in performing their roles.
- Ensure that the highest level of the Code of Conduct is displayed in your own and staff behaviour.
Risk Management
Effectively manage risk by ensuring:
- Ensure all risk items are managed successfully to conclusion within agreed timelines (through ERG, ICAMs)
- Understand and adhere to State Street's Standard of Conduct at all times, including always acting with integrity, observing approved standards of market conduct, and performing professional duties with due skill, care and diligence
- Demonstrate commitment to AML risk excellence through relevant participation in meeting the firm’s “know your customer” due diligence requirements, including for periodic and event driven reviews
- Escalate proactively material issues and unusual activity that might have an impact on the management of financial crime risk on an ongoing basis, as well as at the time of client’s periodic and event driven reviews
- Maintain role-specific knowledge of the current anti-money laundering and financial crime risks and issues affecting your business through training and communications
CASS Responsibilities
- Ensure that the businesses operate in compliance with internal and external regulations (including the UK Financial Conduct Authority’s CASS source book) and that escalation procedures are followed
- Participate in relevant CASS working groups and Committees as convened.
CASS Escalation
Any material CASS related matter will be escalated within one business day of being confirmed to the relevant Compliance Officer, the State Street Bank and Trust Company Head of CASS UK and relevant functional heads as appropriate.
Escalation
All matters that could have an adverse impact on SSBT, its clients and its relationships with regulators will be escalated to the UK Country Head and relevant functional heads and to legal entity boards as appropriate. I understand that it is my responsibility to make sure that all matters escalate are appropriately resolved.
Registrations with Regulators
This role is a certified role and will have delegated responsibilities from the UK Country Head