Josline Abrahams
Client Services Manager
Milnerton Ridge,Western Province
Summary
I have been in the custody business for over 28 years. I have extensive knowledge of the SA custody business. I am determined to achieve my career objective through hard work and commitment. I am a high-motivated person who is self-driven and enjoy working with clients. The reason for my application I needs to broader my horizons and better opportunities for my career growth. Good analytical skills, ability to inspire trust and confidence in clients creating credibility. Effective interpersonal and communication (including questioning) skills.
Overview
29
29
years of professional experience
Work History
Client Services Manager
Standard Chartered Bank
09.2016 - Current
- Responsible for serving as primary contact person for clients and internal staff for advice, enquiries, complaints and any other service issues.
- Deliver excellent service against agreed service standards and in line with client satisfaction criteria.
- As an internal voice of client, work together with other key internal stakeholders to solve client issues timely with no/minimal escalation and identify opportunities to improve overall service for the clients.
- Foster long lasting relationships and rapport with premier clients at the transactional / operational level.
- Identify opportunities for service improvement based on useful metrics and demonstrate results
- Manage existing/strategic clients to maximize client satisfaction and contribute to the client incident management by ensuring timely rectification and escalation where required. Ensure root cause analysis is completed and preventative measures are implemented effectively. Service level reviews conducted in a planned manner with appropriate engagement from internal stakeholders (i.e. Sales and/or SSO participation if needed).
- Manages Client Due Diligence Questionnaires and Visit and Service Review call
- Plays a co-ordination role where communication with local regulators and market players for the market issues may impact clients
- Plays a co-ordination role for account opening, closing and general maintenance
- Build trusted partnerships with clients at the daily transactional / operational level
Client Services Manager
Standard Bank of South Africa
01.2013 - 01.2015
- Drive excellent customer service, ensuring timeous delivery of products and attention to queries in terms of service level agreements / laid down procedures
- Perform an advisory function on complex banking matters
- Brainstorm individual customers with other stakeholders
- Perform management reporting on clients
- Maintain good relationships with other stakeholders in the customer’s value chain
- Identify cross selling opportunities
- Minimise risk, thereby reducing losses to the bank, to meet the business objectives
- Manage client’s expectations
- Drive high quality query resolution
- Drive client retention and ensure no clients lost as a result of a service breakdown
- Maintain relationships across CIB network to access and convey service-related information and to resolve errors and problems at source
- Maintain a supportive working relationship with all Stakeholders and Suppliers
- Support risk areas to ensure that losses are kept to a minimum through strict adherence to policy and procedure
- Own service escalations
- Ensure complaints are resolved promptly and feedback is provided
- Accompany RM on client visits
- Arrange conference call with clients
- Attend Client Service Review Meetings
- Collate MIS reports to share with all clients Service Review Meetings.
Client Services Manager
Standard Bank of South Africa
01.2010 - 01.2013
- Assist Relationship Manager in driving Investor Services business units to deliver on client requirements
- Conduct research on potential clients and providing this information to new business
- Co-ordinate with GTB regarding cash related queries and the opening of Custody Accounts
- Ensure that a legal agreement is properly executed when taking on a new client
- Open custody accounts, ensuring that risk issues are addressed with and understood by the client
- Ensure that internal controls that could pose risk to the business are adhered to
- Preparing client profiles by providing accurate query management stats to share with clients
- Manage query turnaround times with the Consultants
- Performance appraisals for consultants on a quarterly basis
- Assist with client questionnaires regarding due diligence issues
- Prompt and efficient resolution of all queries and complaints within SLA’s
- Develop and entrench service principles and standards affecting the customer experience (query fulfilment and service recovery)
- Queries and complaints analysed in order to provide input into reengineering teams to ensure solutions are found to recurring problems
- Have a thorough understanding of performance and measurement of the Client Service Consultant thereby influencing the outcome of the end-to-end customer experience
- Play a functional role in creating an awareness of the importance of service as a business imperative
- Adherence to the bank’s procedures and policies whilst ensuring ongoing service excellence
- Frequent customer satisfaction checks
- All correspondence with clients to be handled efficiently
- Accompany Sales Manager on Client Visits.
Client Services Manager
Standard Bank of South Africa
01.2010 - 01.2013
- Information Management
- Compiling Questionnaires and RFP’s documentations
- Appling research methodologies
- Conducting internal relationship meetings.
Custody and Registration Manager (Physical Settlements, Removal, Demat, Remat)
Standard Bank of South Africa
01.2006 - 01.2010
- Assist line manager in achieving the division’s goals, by ensuring that a cost effective, high quality services is provided to our customers, through effective planning, managing, organizing, and controlling of all settlement aspects
- Provide guidance – be responsible for the development and career planning of subordinates, by formulating suitable training modules and workshops in conjunction with the training centre, thereby ensuring that staffs are adequately trained/ skilled and motivated
- Arranging meetings with SA registrars to ensure that Standard Banks turnaround time are adhered to when clients required stock for the short positions by removing stock from the London LSE to SA JSE
- Monitoring client’s short falls closely and working hand and hand with our electronic settlement department to ensure clients on exchange trades do not fail
- Educating clients of the required removal process to ensure no delays occur when removals are process between SA and all the other Markets where securities are dual listed.
Money Market Manager ( Physical MM Settlements)
Standard Bank of South Africa
01.2006 - 01.2010
- Assist line manager in achieving the division’s goals, by ensuring that a cost effective, high quality services is provided to our customers, through effective planning, managing, organizing, and controlling of all settlement aspects
- Provide guidance – be responsible for the development and career planning of subordinates, by formulating suitable training modules and workshops in conjunction with the training centre, thereby ensuring that staffs are adequately trained/ skilled and motivated
- Ensuring that the daily Money Market settlement process are adhered to
- Monitor and assist staff to ensure that correct stock is physical withdrawn from the vault and delivered to the required counter parties
- Maturity instruments removed from clients holding on maturity date and clients account to be credit with the correct amount
- Constantly liaising with counterparty and clients if additional assistance is required to enable the MM settlement team to make the cut-off times
- Due to physical being high risk additional checks was implemented to ensure accurate reporting take place daily.
Strate Settlement Supervisor
Standard Bank of South Africa
01.2000 - 01.2006
- Supervise sub-ordinates, control all aspects relating to settlement of equities and all aspects relating to the equity settlement team
- Assist manager in achieving the division's goals by ensuring that a cost effective, high quality services is provided to our customers, by effectively planning, controlling, organizing and managing and controlling tasks within the settlement section
- Provide guidance – be responsible for the development and career development of self and sub-ordinates, by formulating workshops in conjunction with the training centre, thereby ensuring that staff are adequately trained and motivated
- Identify areas of risk and ensure that proper controls are in place to eliminate / minimize risks and losses
- Must take responsibility for settlement Risk Management Frame work and ensure that this is up-dated regularly by implementing appropriate controls.
Registration Check Clerk
Nedcor Bank Limited
1 1996 - 01.1999
- Had 6 clerks working under me
- Had to register shares into Nedbank name for the Clients
- Checking that a company receipt and a new certificate were loaded onto the system
- Queries that came in from the clients.
Client administrator / Liaison
Rand Merchant Bank, Coronation Asset Manager and Fedsure Asset Management
01.1996 - 01.1999
- Responsible for settlements, corporate actions, accounts, etc for these clients
- Quality Processes: Compile client report packages and ensure correct linking
- Resolved unmatched trade instructions
- Receive clients’ instructions for direct dealing trades
- Complete money transfer documents
- Expedite client request for RSC levies
- Attend to daily, monthly, regulatory reports
- Monitor client responses to voluntary corporate event notices
- Scrip lending (buying and lending, settlements)
- LDR balancing (last day registrations)
- Respond to clients’ queries
- Reconcile clients monthly report
- Attend to purchases, sales, income distribution (open plan and accumulation), valuation
- Receive instruction regarding new issues
- Administered client accounts
- Identify trade settlement problems and conduct follow-ups
- Improve deficient trade instructions
- Identify potential overdraft situations and prevent / minimize losses
- Resolve / reconcile differences with fund and client
- Monitor, control, prioritize and schedule work load
- Diarize and follow up client request
- Ensure all data is accurately captured
- Record and file all correspondence.
Education
High School Diploma -
04.2001 -
· MS Office
· Ms Word
· Ms PowerPoint
· MS Excel
· Windows 11
· Safe Custody Systems ( Standard Bank and Standard Chartered Bank)
· OMNI
· Most updated NCS Bancs system
· QMAN (query management system)
· GEMS (query management system)
· S2B -Online System (SCB)
· STORQM
SC Pay (Cash system)
Skills
Display initiative and able to work under pressure
Education
Willow Crescent Secondary School JHB, 1995, Matric (Grade 12), English, Afrikaans, Accounting, History, Economics, Business Economics, MS Office, Ms Word, Ms PowerPoint, MS Excel, Windows 95, Safe Custody Systems, OMNI, NCS V5 Bancs, QMAN (query management system), STORQM
Languages
English
Afrikaans
References
- Standard Chartered Bank, Margaret Da-Cruz, 083 790 0132
- Standard Bank, Elizabeth Liebenberg, 083 307 4517
- Nedbank, Maria, (011) 667-1359
Accomplishments
I received multiple awards, the below is one of them.
You have demonstrated the ability to deliver the highest quality of service to our clients while also ensuring we as a bank stay true to our risk and control standards. I’m counting on you now, to act as a role-model for your team mates and share how you have become a BAU Superhero. My congratulations to you once more for raising the bar for the team.
Multiple Nominations Recieved
Onboarding new client portfolio and ensuring 39 cash and custody accounts open within a 5 day working period.
Team award always willing to assist the broader team when required
Gratitude award driving automation and achieved 95%
Timeline
Client Services Manager - Standard Chartered Bank
09.2016 - Current
Client Services Manager - Standard Bank of South Africa
01.2013 - 01.2015
Client Services Manager - Standard Bank of South Africa
01.2010 - 01.2013
Client Services Manager - Standard Bank of South Africa
01.2010 - 01.2013
Custody and Registration Manager (Physical Settlements, Removal, Demat, Remat) - Standard Bank of South Africa
01.2006 - 01.2010
Money Market Manager ( Physical MM Settlements) - Standard Bank of South Africa
01.2006 - 01.2010
1995 Willow Crescent Secondary School JHB - High School Diploma,
04.2001 -
Strate Settlement Supervisor - Standard Bank of South Africa
01.2000 - 01.2006
Client administrator / Liaison - Rand Merchant Bank, Coronation Asset Manager and Fedsure Asset Management
01.1996 - 01.1999
Registration Check Clerk - Nedcor Bank Limited
1 1996 - 01.1999
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