Manager RSM MENA

Role purpose / Overview (overall high level summary of the role)

The Manager - Global Mandates is responsible for the strategic management and oversight of global mandate processing for clients ensuring seamless compliance operational efficiency and timely execution. This pivotal role requires close collaboration with international clients to understand their unique requirements coordinate the delivery of tailored services and serve as the primary point of contact for all mandate-related inquiries. The position demands a proactive approach to fostering client satisfaction driving operational excellence and maintaining the highest standards of service delivery.

Principal Accountabilities and Responsibilities

Client Relationship Management

• Act as the primary liaison for clients fostering strong relationships and gaining a deep understanding of their global mandate requirements to ensure tailored solutions and exceptional service delivery.
• Serve as a trusted point of contact educating clients on mandate requirements form completion and legal/regulatory expectations.
• Ensure a seamless and positive client experience by delivering high-quality service while maintaining responsiveness and accountability throughout the issue lifecycle.

Global Mandate Oversight

• Manage the end-to-end lifecycle of global mandates including adding deleting and amending client signatories ensuring accuracy timeliness and completeness of documentation.
• Interpret and validate client-submitted mandate documents such as Board Resolutions Power of Attorneys (PoA) Articles of Association (AoA) and List of Directors (LoD).
• Ensure completeness authenticity and legal acceptability of all submitted documents cross-verifying signatures date validity and authority of signatories based on internal standards.

Compliance and Risk Governance

• Ensure all global mandates align with applicable legal regulatory and jurisdictional requirements proactively identifying and mitigating risks to safeguard the organization and clients.
• Escalate any red flags suspicious document patterns or inconsistencies in mandates to Compliance Legal or Operational Risk teams.
• Maintain a strong understanding of operational risks associated with mandate and signatory processing including fraud misrepresentation and system dependency risks.

Cross-Functional Collaboration

• Partner with diverse internal teams including Global Account Managers Relationship Managers WSO Legal Compliance Risk KYCS in country RSM GPS implementation trade Operations etc. to facilitate efficient coordination and execution of mandates across multiple functions.
• Collaborate seamlessly with colleagues leveraging diverse perspectives to drive innovative solutions and process improvements.

Reporting and Documentation

• Maintain comprehensive and accurate records for each global mandate delivering timely updates and detailed reports to clients and senior management to ensure transparency and accountability.
• Document all correspondences related to client referrals and provide assurances to clients upon successful resolution.
• Record all interactions related to incomplete or incorrect submissions including timestamps communication logs and follow-up outcomes ensuring full traceability.

Operational Effectiveness & Process Optimization

• Identify process inefficiencies and proactively contribute to automation digitalization and straight-through processing initiatives.
• Perform root cause analysis on recurring issues and implement long-term process improvements to drive operational efficiency.
• Analyze historical error trends to implement preventive actions and reduce repeat issues across global mandate processing.
• Participate in strategic initiatives aimed at digitization automation and streamlining of legacy processes to reduce turnaround time and enhance customer/client impact.

Project Leadership

• Drive the successful execution of complex global mandate projects for clients across all tiers ensuring deadlines are met resources are optimized and challenges are addressed with agility and precision.
• Represent the team in cross-functional projects process transformation initiatives or strategic working groups.

Client Feedback and Process Optimization

• Continuously gather and analyze client feedback to identify opportunities for process improvement enhancing the overall client experience and service delivery.
• Use insights from repeated issues to propose improvements in client education or mandate form design.

Key Skills & Experience:

Technical Skills

• Strong knowledge of wholesale banking cash products and mandate-related documentation such as Board Resolutions Power of Attorneys (PoA) Articles of Association (AoA) and List of Directors (LoD).
• Familiarity with interpreting and validating client documentation including signature authorizations and account mandates.
• Proficiency in in-house systems such as HUB SFE HFE OBS BMM Client Document Reader IQA Filenet WCAS systems DQM Connecto Connecto-Mandates CME Customer Footprint ERDS and awareness of local regulations.

Experience

• Minimum of 5 years of experience in an operations complex processing role with at least 3 years in a client-facing role.
• Proven ability to navigate complex client relationships and deliver results in a fast-paced environment.
• Experience in managing global mandates or working with international clients is highly desirable.

Communication Skills

• Exceptional verbal and written communication skills with the ability to articulate complex information clearly and effectively to clients and internal stakeholders.
• Proficiency in presenting findings and recommendations in a concise and professional manner.

Problem-Solving & Analytical Skills

• Strong analytical and strategic thinking skills with the ability to identify challenges and implement practical effective solutions.
• Demonstrated ability to assess risks and make informed decisions under pressure.

Interpersonal Skills

• Excellent interpersonal skills with the ability to build and maintain strong relationships with clients and internal teams across diverse cultures and regions.
• A collaborative mindset and ability to work effectively in cross-functional teams.

Attention to Detail

• Highly organized and detail-oriented with a proven ability to manage complex information and ensure accuracy in mandate processing.
• Commitment to maintaining high standards of quality and compliance.

Flexibility

• A flexible approach to duties and working hours with a willingness to adapt to the needs of a global business environment.

Management of Risk

• Adhere to defined risk control frameworks policies and procedures to mitigate manual processing errors.

Drive compliance with audit recommendations and participate in internal reviews of mandate documentation and controls

Additional Information

• Candidates with a passion for delivering exceptional client service and a proactive approach to problem-solving will thrive in this role.
• All applicants must have successfully completed their probation period and meet performance and behavioral standards as defined in the policy.
• Bachelors degree/graduate in any related field is required.
• Right to work is required. Local employment rulings and restrictions will apply.