GENERAL DESCRIPTION
The Assistant Relationship Manager (ARM) supports one or more Relationship Manager(s) (RM) / Group Head(s) (GH) in daily operations, administration and client management. The ARM interacts with internal and external stakeholders, provides clients with relevant information and supports the RM in implementing customised solutions. Furthermore, the ARM acts as role model in bringing the best service quality to the RMs/GH in a fast, professional and friendly manner, and thus helping the team to manage, develop and grow its client base. They channel client feedback to the relevant individuals/departments within the Bank to foster continuous improvement and fast adaptation of processes.
KEY FEATURES OF THE POSITION
CLIENT ADMINISTRATION AND MANAGEMENT
• Supports RMs/GH in client interaction and all related tasks (systems, processes, files, documents etc.) with high-quality, precision and timely responsiveness
• Customizes client requests (reporting, statistics, mailings etc.)
• Manages the RM/GH’s calendar, prepares client meetings, organizes business trips, completes the
post processing of client calls, client meetings or business trips for RMs/GH
• Compiles presentations, supports in drafting investment proposals and in marketing activities if needed (client reception, meetings, business trips, events etc.)
• Ensures coverage in case of own absences
BUSINESS MANAGEMENT
• Regularly collects and exchanges relevant information necessary for the job
• Conducts reviews, plans, and always documents his/her work
• Supports RM/GH in implementation of projects and initiatives, in close alignment with the Team Business Manager
• Provides professional input proposals for improvements based on experience, incident occurrence or observation
• Manages the expense claim process for RMs/GH
RISK MANAGEMENT AND CONTROLS
• Actively helps managing risk (support first line of defense), i.e. in client documentation, by raising concerns, following up on issues and by escalating when in doubt
• Ensures adherence to local regulations and compliance with internal policies and standards (e.g. new account openings, payment instructions, reviewing client phone calls or signing off at own level of competence etc.) in collaboration with the respective RMs, GH and Team Business Manager
• Ensures timely clearance of pending items and escalated deficiencies
• Ensures appropriate ethical and compliant behavior in his/her area of responsibility
• Ensures correct, meaningful and understandable documentation of client interaction/client orders in the corresponding tool (e.g. CRM, DiAS)
REGULATORY RESPONSIBILITIES
• 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
REQUIREMENTS
PERSONAL AND SOCIAL SKILLS
· A natural team player
· Ability to relate to colleagues from diverse backgrounds
· Open, approachable and displays genuine interest in people and in improving processes
· Always communicates in a competent and professional manner
· Highly service oriented and passionate about client servicing
· Systematic, precise and diligent working style and the ability to perform under pressure
· Personal integrity and ethical behavior
PROFESSIONAL AND TECHNICAL SKILLS
· Appropriate understanding of relevant products and services in Private Banking
· Basic knowledge of global financial markets and current developments in the industry
· Sound affinity with the geographic market(s) covered, i.e. familiar with the legal and regulatory environment as well as cultural awareness
REGULATORY
· Representative under MAS SFA and/or FAA
