Reference: 23000MR0
Term: Permanent


Description of the Business Line or Department

The Client Services Team (CST) sits within the Commercial Department which is responsible for the profitable management and strategic direction of the Private Banking Teams in the UK, CI and GIB.

CST is a key frontline function with a core focus to provide a high level of client service for our HNW and UNHNW clients.

Our commercial strategy focuses on three main areas:

  • Ensure growth through our key client segments: KCS (Key Client Segment), FIM (Financial Intermediaries), Core Segment and Wealth Planning
  • 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

  • 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 and other duties
  • Maintain excellent professional standards through appropriate training and development and keep up to date with developments in the marketplace
  • 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
  • Working in line with KH Standards
  • Liaising with product providers where applicable to obtain / provide the required information
  • Develop and maintain collaborative relationships across the functions
  • Raise suggestions with line manager regarding potential efficiency / service level enhancements where applicable
  • 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 : Trust estate processing; Portfolio creation; Stock Transitions and transfers – Client closure, Client death, , Closure of dormant accounts,; Manage client file details and ensure remediation of all incomplete KYC data
  • Document storage management

Client Transaction Execution Initiation (ensuring regulatory compliance)

  • Stock transitions/transfers in and out and within portfolios
  • Money transmission, standing order, payment and foreign exchange 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

Contact Details

Kimberley O’Donnell

Email: kimberley.o'
Telephone: +44 (0) 7549 033386