Central America Client Desk Team Leader(C12)

**JOB BACKGROUND / BUSINESS CONTEXT**

Lead a group of +10 Client Desk’s SAMs, with the purpose of managing between 500 and 1000 relationships of a selected GSG subsidiaries portfolio with total annual revenues between $50MM and $70MM, following a coverage model in which face to face visits may occur once or twice a year for major clients, otherwise interactions are held mainly via telephone, attending specific service and quality standards defined for the model. Covered clients are mainly existing clients with flow business needs highly concentrated in TTS, FX and CPM products, with approved elsewhere credit facilities.

GSG Client Desk is an efficient and effective ICG Coverage Utility (Banking & TTS/FXLM), coverage & sales oriented to appropriately meet the needs of the assigned clients, seeking to increase our wallet share as well as clients’ satisfaction.

Team Leader must support the team in day to day operations serving as point of escalation, ensure that the group’s objectives and goals are met, ensure alignment with the regional and country strategies, and perform all the duties related to people management. The Team Leader also has the role of SAM for some clients.

**KEY RESPONSIBILITIES**

**Team Leader Role**:

- Coordinate with HR selection and hiring process for SAMs when required.
- Develop and coordinate training plan for the team, in alignment with Client Desk training curriculum.
- Distribute clients and assign them among SAMs.
- Support the team in day to day operations, and lead them to develop strategies that allow them to identify new business opportunities towards revenue growth of each portfolio.
- Ensure proper and timely implementation of regional and local strategies.
- Ensure accomplishment of the goals defined for the portfolio.
- Coordinate and supervise monthly portfolios reviews as well as presentations to Country and Regional GSG/CIB/Product & Risk senior managers.
- Build and maintain a strong and close relationship with local and regional partners from Product, Business and support areas of the Countries covered.
- Ensure team’s full accomplishment of all compliance, control and risk policies and procedures (CADD, AML alerts, EUDD, MCA, COB, etc).
- Ensure ICSAs and AIAs for the covered countries are up to date.
- Participate in regional Client Desk calls when required, ensure regional alignment and correct implementation of this coverage model in the Countries covered.
- Promote a cooperative, team work and excellence environment within the Unit.
- Give permanent coaching, feedback and perform semiannual performance appraisals for the team.
- Identify and retain talent. Promote training & development of the team.

**SAM´s Role**:

- Perform annual account plan or client review for each assigned client, identifying relationship status and opportunities to growth.
- Develop a call plan for the portfolio and ensure its accomplishment, pursuing frequent and proactive interactions with clients.
- Maintain interactions and portfolio information up to date and complete in the corresponding system.
- Identify new business and cross sell opportunities within the assigned portfolio, mainly for TTS, FX and CPM products, and upload them into CRM. Prepare and send client proposals for TTS product opportunities according to the processes established with Product, and follow up until implementation is completed. Coordinate sales of other products with the respective product areas, promoting deepening campaigns.
- Revenue and drivers monitoring and ensure they are correctly mapped among GSG base. Prepare monthly portfolio review.
- Ensure revenue and drivers goals accomplishment.
- Ensure productivity and client satisfaction indicators are above the minimum defined standard.
- Build and maintain strong and close relationship with country, regional and global GSG teams in order to learn and execute the regional and global strategy for the clients.
- Build and maintain strong and close relationship with Product, Operations and other partners in the country.
- Ensure client’s documentation and information is up to date and complete according to the Bank and regulatory requirements. Follow up on documentary exceptions until they are regularized.
- Ensure full accomplishment of all risk, compliance and control policies and procedures for the assigned portfolio and the unit (i.e. CADDs, AML alerts, EUDD, COB, MCA, etc).
- Promote cooperation and a permanent team work environment within the Client Desk, and serve as back up for other SAMs within the unit.
- Attend training and learning opportunities to remain current and up to date on products, markets and regulatory issues.
- Maintain country manual up to date serving as reference for new SAMs or back-ups.

**Qualifications**:

- +8 years of experience
- MBA or Master's degree in Business preferred
- Demonstrated credit skills, including a background in credit
- Experience with large corporate clients, derivatives, credit, cash man