Руководитель отдела по работе с ключевыми клиентами

- participation in monitoring of the Bank divisions connected with retail business;
- organization of cash desk revisions and realization of audit of the cash work organization and conducting in Bank
- realization of checks according to the approved Plan of work;
- preparation of audit reports by results of reviews;
- control over the execution of the recommendations Plan performance by checked division
- participation in agreement of internal normative documents and procedures;
- coordination with External Auditors concerning annual reviews.

- participation in departments procedures, manuals and product programs development and update;
- risk assessment the products, processes and departments for compliance to corporate and local policies and regulations, and for control efficiency; development and follow up on corrective action plans (CAP); interview and discuss the CAP with departments;
- keeping Business Management informed on the issues;
- finding the resolutions on any daily problems;
- effective interaction with other parties: QA; Compliance and other Consumer sub-units;
- providing information for internal and external audit;
- learning and knowing the internal policies and local regulations;
- conducting of quarterly self-assessment and testing;
- Development and organization of training programs for employees on internal bank procedures and products.

- maintenance of high-grade bank servicing;
- professional servicing with the purpose of revealing of their needs for bank services and products;
- the effective sanction, settling (in case of need), and tracking of questions at issue and complaints of clients and acceptance of corresponding decisions;
- realization of policy of bank on safety and risks for maintenance of high quality of operations;
- realization of productive relations with business partners for achievement of faultless quality of service;
- management of the personnel (drawing up and control of the schedule of work of the personnel, the control over the duly report up to employees of new bank procedures and changes in already existing procedures);
- the organization and carrying out of the working meetings, educational trainings, employees hiring;
- the control of work of the personnel over sphere of service;
- implementation and realization of process of opening of bank accounts of clients;
- checking of the data given by clients on conformity to criteria and procedures of bank;
- managing and participation in sample calling and mystery shopping;
- performance of functions of the compliance-officer.

- day-to-day maintenance of the customer relationships,
- assistance to customers on all issues,
- work with other units of the bank,
- accounts opening, KYC check for NTB customers.

- Managing of Call-Center and Collections Depts;
- Developing, improving and maintaining of internal processes and policies related to Customer Service areas;
- Control over internal and external quality service level;
- Optimisation of business processes;
- Back-up of Compliance Head.
- Managing and coaching Customer Service staff for performance and professional growth;
- Active participation in the daily Customer Service processes;
- Participation in all daily Customer Service processes;
- Ensure achievement of the KPIs by Customer Service team;
- Be responsible for completeness and correctness of customer data;
- Ensure internal and external quality service level;
- Strong communication with BMW Dealers;
- Organization of Telesales campaign;
- Communication with customers, sending requests and control over customers operations in compliance with AML Policy;
- Control over overdue credit repayments;
- Negotiations with Collection agencies and other external partners;
- Investigating and monitoring of fraud cases;
- Communication with customers, analyzing customers needs and solving customers issues;
- Personal meetings with customers;
During start-up phase:
- Active participation in defining efficient workflow procedures for the Customer Service including Collections;
- Participation in development of policies;
- Participation in testing of operations software and internal bank programs;
- Participation and organization of Call center functionality;
- Participation in defining efficient workflow procedures for surrounding Bank departments;
General tasks:
- Oversee work of subordinates, adherence to policies and defined processes;
- Participation in setting up performance targets;
- Preparation of reports and presentations relating to the activities of Customer Service;
- Coaching, training and monitoring of subordinates;
- Participation in performing Customer Service activities;