Account Servicing Manager, Account Servicing Department 2

Position Title: Account Servicing Manager

Specific Competencies:

• Knowledgeable in Trust regulations, internal policies and procedures, and best practices.


• Understands account management processes (onboarding, maintenance, disbursement and distribution, closure), investment and portfolio management


• Communicates clearly and professionally with clients and colleagues (written and oral)


• Ability to work effectively with cross-functional teams


• Skilled in handling client inquiries and instructions and ensures high accuracy in handling transactions while maintaining strict adherence to internal controls and regulatory standards.

• Ability to make logical, timely and compliant solutions/decisions under pressure and balance client needs with operational risk and compliance considerations.


• Ability to handle volume transactions, multi-task and organize tasks by priority.


• Technologically proficient.  Comfortable with navigating thru systems and platforms.


• Ability to identify inefficiencies, service gaps and recommend improvements.


• Embraces innovation and continuous improvement.

Required Certifications:

• SEC Fixed Income Salesman (Phase 1 and 2)


• UITF Certification Program (UCP)

Job Summary:

The Account Servicing Manager is responsible for the efficient and compliant execution of the day-to-day transactional requirements of customers to enable volume and profitability growth. The manager works closely with Account Managers, Relationship Managers and various internal units within TBG to seamlessly execute client transactions, resolve client issues and implement service and process improvements.    The position requires attention to detail and a balance between strong customer service mindset and compliance to regulatory requirements.

Duties and Responsibilities:

• Provides transactional support to Account Managers of Trust to enable timely and compliant execution of client instructions, which may include:
  
  
  
  1. Contributions and withdrawals;
  
  
  2. Investment orders of non-discretionary accounts; and
  
  
  3. Other Trust account-related requests
  
  
  
  


• Ensures that fixed income maturities, interests and dividend income are monitored and deployed in a timely manner


• Ensures that clients’ investment instructions are serviced in a timely and organized manner, including time deposits, primary issuances, and secondary market orders.


• Coordinates closely with Account Managers to ensure seamless handover of clients.


• Internal coordination of client orders/instructions with various providers within TBG and bank proper, as applicable.


• Ensures that the standard account servicing and dealing practices are being followed consistently.


• Ensures that all transactions are compliant with internal and external regulations.  Reviews appropriateness of the transactions and submitted documentary requirements relevant to transactions and flags non-compliant orders to the handling Account Manager.


• Performs other related functions that may be assigned from time to time.

Unit: Trust Banking Group/ Account Servicing Division

Location: MB Center

Rank: Junior Officer