Client Manager – Client Implementation

About Crown Agents Bank

Crown Agents Bank is a rapidly growing, regulated UK bank connecting emerging and frontier markets to the world through innovative FX and payments technology. Our mission is simple: reduce friction so more money reaches those who need it.

For over 200 years we’ve built trusted networks across hard‑to‑reach markets. Today, we pair that heritage with digital innovation to support fintechs, corporates, governments, development organisations and banks with cross‑border payments and FX solutions.

Role Purpose

Reporting to the Onboarding Manager, the Client Manager will be responsible for providing an efficient, streamlined, and transparent onboarding experience to the Clients of Crown Agents Bank. This includes the facilitation, tracking and reporting of all aspects involved in the onboarding process, including KYC, regulatory, product and operational setup. This will include the facilitation of platforms and systems for the client to execute their first trades and ensure all elements are set up in the Back Office for the swift delivery of trades and payments where necessary.

This role will be responsible for collecting different Data points from the various stakeholders both internally and externally in order to deliver quality MI and for case tracking purposes. 

A key feature of this role will be to facilitate strong client lifecycle management both internally through the administration of key client focused forums and externally through client management activities as part of the onboarding of new clients.

 

Role Responsibilities

Onboarding Journey Management

• Track client progress throughout the onboarding lifecycle, ensuring timely updates for key stakeholders.
• Manage the end-to-end onboarding journey, including the coordination of KYC activities and maintaining a high level of client service.

• Responsible for coordinating the platform set ups required including all FX and Payment platforms as well as SWIFT integration, accounts, wallets and tariffs.
• Responsible for gathering, managing and sharing the necessary information to establish the trading relationship.

Stakeholder Engagement & Communication

• Provide regular updates to manage stakeholder expectations.

• Responsible for coordinating with all relevant teams and stakeholders to complete their tasks ahead of the first trade.

• Collaborate across functions to follow up on onboarding steps, obtain necessary approvals, and escalate issues or propose solutions when required.

• Responsible for coordinating the handover to Client Services (BAU Team)

Data Management & Reporting

• Gather and maintain accurate data for MI reporting and documentation for internal business partners.
• Responsible for providing regular performance updates on your book of work and attending meetings with the Business and other partners as required

Risk & Control

• Identify, escalate, and contribute to the resolution of potential control issues related to onboarding and KYC processes.

Technical Ability

• Knowledge of Foreign Exchange and Payments particularly processes within Operations in order to facilitate the clients with the products.
• Knowledge of the platforms and channels required to facilitate client demands.

• Bachelor’s Degree or equivalent experience within banking
• Relevant and demonstrable experience gained either in a financial services or banking environment, ideally in a client facing & onboarding role
• CDD experience advantageous
• FX and Payments experience advantageous

• Hybrid working
• Contributory personal pension plan: - Minimum: Employee 2% and Employer 7%. Employer matches contributions in 1% increments to a maximum of: Employee 5% and Employer 10%
• Life Assurance – 4 times annual salary
• Group Income Protection
• Private Medical Insurance – this may include cover for partner and or children at company cost. Cover includes Optical, Dental and Audiology
• Discretionary Bonus
• Competitive Annual Leave
• 2 Volunteering Days
• Benefit Hub