Relationship Manager

Key Duties and Responsibilities

1. Customer and Account Relationship Management

Manage a portfolio of key customer and agent relationships connected with the Company's international money-transfer and remittance services.

Act as the principal relationship contract for allocated accounts, developing a detailed understanding of their transaction requirements, remittance patterns and service needs.

Maintain regular communication with key customers and agents to ensure that their accounts and service requirements are appropriately managed. Review the performance and activity of allocated relationships, identifying changes in transaction volumes, service usage and accounting requirements.

Deal with escalated account and relationship issues that cannot appropriately be resolved at cashier or routine branch-service level.

Coordinate internally with relevant branch personnel to ensure that agreed services and relationship requirements are delivered consistently.

2. Agent Relationship Management

Manage ongoing relationships with the Company's registered agents and act as a central point of contact for operational and account-related matters.

Support the onboarding and ongoing management of agent relationships in accordance with the Company's internal procedures.

Monitor agent activity and performance, including transaction volumes, service usage and operational requirements.

Conduct periodic reviews of agent relationships and identify any operational, service or relationship issues requiring management attention. Liaise with the Director and MLRO where concerns arising from an agent relationship require further operational or compliance review. Maintain appropriate records of significant communications, reviews and actions relating to managed agent relationships.

3. Banking, Payment and Remittance Relationships

Assist the Director in maintaining effective working relationships with banks, payment-service providers, remittance partners and other relevant financial counterparties used by the Company.

Coordinate communications concerning operational requirements, payment arrangements, transaction processing and service issues affecting the Company's remittance activities.

Monitor service-related issues affecting payment or remittance channels and coordinate their resolution with the relevant internal and external parties.

Maintain accurate records of material communications and agreed actions with relevant financial and payment counterparties.

Escalate significant service, account or relationship concerns to the Director as appropriate.

4. Account and Transaction Monitoring

Review management information relating to key customer and agent accounts, including transaction volumes, frequency, values and service usage.

Identify unusual changes or trends within managed relationships which may require further operational or compliance consideration.

Prepare periodic account and relationship reports for the Director, highlighting performance, significant developments, outstanding issues and areas requiring management attention.

Assist management in assessing the commercial and operational performance of key relationships.

Ensure material account information is accurately recorded and appropriately communicated to relevant internal personnel.

5. Compliance and Risk Coordination

Ensure that relationship-management activities are carried out in accordance with the Company's internal AML, KYC, customer due diligence and financial crime prevention procedures.

Work closely with the MLRO where customer, agent or transaction activity gives rise to compliance concerns or requires enhanced review.

Ensure that relevant customer and agent information required for ongoing relationship management is maintained and kept appropriately up to date.

Escalate unusual transaction patterns, inconsistencies or other relevant concerns to the MLRO rather than independently making decisions reserved for the Company's compliance function. Support the implementation of compliance-related requirements affecting managed customer and agent relationships.

Maintain appropriate separation between the Relationship Manager's commercial/relationship responsibilities responsibilities of the MLRO.

6. Service and Issue Resolution

Investigate escalated and the statutory or designated service customers and agents and coordinate appropriate resolution. and account-related

issues affecting key Liaise with branches and relevant internal personnel to resolve transaction or service issues affecting managed relationships.

Identify recurring service issues and recommend operational improvements to the Director. Ensure material complaints or concerns are escalated and handled in accordance with the Company's internal procedures. Follow up on agreed actions to ensure that relationship issues are resolved within appropriate timescales.

7. Management Reporting and Business Support

Prepare regular reports for the Director on customer and agent relationship performance, transaction activity, service issues and other relevant developments. Provide management with information and analysis concerning the performance and requirements of key relationships.

Attend management meetings where required and provide updates concerning managed accounts and external relationships.

Assist the Director in reviewing existing relationship-management procedures and implementing improvements where necessary.

Work collaboratively with Branch Managers, cashiers and other relevant employees while retaining responsibility for higher-level relationship and account-management matters.