PURPOSE OF THE ROLEThe Business Support & Complaints Officer provides business support to the Head, Country and Country Management Committee (CMC), responds to queries from various internal and external stakeholders and follows up on the status of milestones agreed with project teams on various projects being undertaken under the mandate of the Country Head. The incumbent also provides administrative support to the Assistant Group Corporate Secretary in relation to corporate secretarial and related functions for CIBC Caribbean Cayman Bank and CIBC Caribbean Cayman Trusts. The Officer coordinates, logs and tracks customer complaints that are received via multiple channels.
MAIN ACCOUNTABILITIES- Coordinates & collates monthly reports from the business leads and the monthly country management committee (CMC) deck and drafts meeting minutes for discussion at the CMC, and maintains the business continuity responses on behalf of the CMC to ensure that a comprehensive record of the CMC meetings is recorded for reference and record keeping and that documented BCP plans are in place for the Country.
- Prepares & administers all Board of Directors and Board Committee meetings for CIBC Caribbean Bank (Cayman) Limited and CIBC Caribbean (Cayman) Trust Company Limited, including board meetings and annual general meetings, including the planning, arranging logistics, to ensure regulatory compliance of board affairs ensuring timely recording of all company transactions and annual returns.
- Coordinates all complaints received in Cayman via various channels, acting as the designated point of contact, this includes logging, updating and tracking all complaints in SAM, reviewing feedback received from clients and updating and monitoring all the complaints logged for Cayman to ensure that customer complaints are reviewed and resolved in a timely manner.
- Facilitates the resolution of more frequent / common complaints, escalates more complex complaints (and those complaints that are received from regulators) to Country Head and continuously tracks for resolution to ensure that all complaints are reviewed and resolved in a timely manner.
- Prepares confidential letters and various correspondence on behalf of the Country Head, identifying required information, researching background information and gathering it from appropriate sources, and maintains their diaries, including the booking meetings and arranging travel to ensure that both internal and external correspondence are kept up to date and that outstanding matters are escalated and managed to resolution and schedules / diaries are optimised.
- Tracks, coordinates & reports on various projects that are being managed by the Country Head, tracking that all activities are being actioned, checking with the various stakeholders, and providing status reports to the Country Head to support the Country Head in ensuring projects are delivered within the required timelines and strategic objectives and that any issues, etc., identified / deadlines missed are addressed / escalated.
- Liaises with various regulators to ensure responses to queries are provided and that information relayed from the monetary authority in Cayman is disseminated to the various business leads to ensure that the business is compliant with all regulatory changes / updates and responds to the regulators within the stipulated time frames.
- Reviews, compiles & presents social responsibility requests to the CMC, tracking and recording all submissions and ensuring approved submissions are submitted to Marketing for reconciliation to the assigned funding secured from the Com Trust budget to secure approval and ensure that declined requests are communicated and that approved requests are submitted to the recipients.
- Supports the Country Head with the organising of quarterly townhalls and special events, including staff meetings and client events to ensure events are well organized and on budget.
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED- Minimum of 5 years’ banking experience
- Minimum of five years’ experience in administration at a senior level, with direct exposure to board, executive and regulators
- General understanding of the banking system
- Understanding of project management methodologies
- Corporate secretarial experience preferred
- Legal / paralegal experience would be beneficial
- Good knowledge of corporate governance