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Job Description

Job Description

Operational Relationship Manager

The Enterprise Relationship Management team are responsible for supporting the SVB Israel Representative Office in managing clients across the Technology Banking, Life Science, Corporate and Global Funds Banking sectors. The Operational Relationship Manager is responsible for liaising with the SVB Israel Representative Office and internally managing, reviewing and approving the Israel Representative Office clients and product terms. This team works with the SVB Israel Representative Office to grow and nurture the SVB relationship with Israeli clients.

The Operational Relationship Manager (ORM) is a key stakeholder of the Israel team and assists the Israel client-facing relationship team to provide exceptional service on day-to-day banking needs to Israeli clients. The ORM will work closely with the Israel Representative Office to provide approval, on internal decisions within the portfolio of clients.

Assigned Portfolio of Clients

In addition to liaising internally with the Israel Representative Office and approving Israeli clients and products, the ORM will also manage key relationships within an assigned client portfolio, to add new revenue through business development opportunities, driving existing client retention and increasing portfolio growth, whilst at all times adhering to regulatory guardrails.

For the portfolio they are assigned they serve as the primary point of contact supporting client inquiries related to client accounts. The ORM will be responsible for deepening relationships to increase client satisfaction, monitoring product penetration and to determine if Israeli clients independently qualify for banking solutions. For the assigned portfolio the ORM typically has contact on daily banking needs and maintains a pulse on client satisfaction.

Responsibilities

The ORM will follow the 6 responsibilities for the Israel Representative Office portfolio: new client onboarding approvals, service support of in-bound inquiries, risk advice (Know Your Client (KYC) and Fraud), client success, and client contract approval and maintenance, including approval of applicable servicing exceptions and signing lending documentation. Routinely makes impactful decisions and demonstrates independent discretion with respect to their six core responsibilities.

Essential Functions:

Client Engagement/ Relationship Management

Understand KPIs and work with Israel Representative Office to achieve them.

Review the Israeli client portfolio and approving products, terms and offerings.

Review and approve any servicing exceptions in relation to product rate adjustments, overdrafts and limit increases

For lending clients, review and approve any loan advance requests, ensuring appropriate credit review where required

Focus on SVB's Success Drivers and Corporate Goals through relationships and collaboration with appropriate business units to drive implementation and booking of new products and services.

Be responsible for due diligence, KYC, product approvals and other regulatory issues across Israel Representative Office portfolio by providing KYC and Client Onboarding approvals for new prospects to become clients on SVB.

Develop insights and points of view on broader portfolio trends and products; lead change in SVB process, products and services.

Review and provide approval to officially onboard the client to SVB, ensuring any associated risk is understood and accepted.

Support the Israel RM team with client and product approvals. This includes undertaking independent assessment for applicable non-debt products to ensure the product and pricing is suitable for the client.

Acknowledge and orchestrate fast resolution of in-bound service inquiries; effectively transfer named service tasks to appropriate support teams for management and resolution.

Risk Advice:

Proactively anticipate and advise on two types of risk activities: KYC and Fraud Mitigations. For KYC: proactively anticipate and coordinate KYC Periodic Request requirements for borrowing and non-borrowing clients; monitor weekly KYC Restrictions and drive resolution, including collection of KYC information and collaboration with internal teams on periodic client reviews.

KYC tasks necessary to onboard new clients within assigned portfolio and all Israeli office clients

Review and provide client on-boarding approval required to ensure that it meets SVB risk guidelines

Serves as 1LOD escalation point for internal teams

For Fraud Mitigations: evaluate risk and recommend fraud mitigation strategies using Risk Assessment methodology. Actively resolve any existing fraud escalations and offer solutions to manage overall client risk, bank risk and end to end experience. Collaborates with Israel Relationship Management, and Fraud Partners to solutions are delivered timely and ensure success for both the client and the bank.

Own Ongoing Assessment of client risk

Monitor and review the portfolio to ensure continued regulatory compliance

Apply appropriate judgment to assess portfolio risk in regard to Know Your Customer (KYC) and Anti-Money Laundering regulations, account ownership, account controls, fraud, fee waivers and overdraft.

Identifying and performing ongoing assessment of client risk profile for early detection of changes in risks, working collaboratively with SVB Israel to validate assumptions, challenge and escalate where appropriate

Reviewing and providing approval to continue the SVB relationship with the client after any periodic KYC reviews, ensuring any associated risks are understood and accepted.

Working to gain a knowledge of various SVB products and services to enable appropriate review of applicable products to ensure suitability for clients

Reviewing and signing all legal agreements within risk guidelines.

Portfolio of Clients they are assigned:

Manage key relationships within an assigned client portfolio to add new revenue through identifying business development opportunities, drive existing client retention and increase portfolio growth, adhering to regulatory guardrails

For the portfolio they are assigned, work independently to contact clients directly for a better understanding of their needs and to resolve related questions and inquiries. Collaborates with Israel RM Team to cultivate a strategic approach to building client relationships

Client Success

Proactively conducts client touchpoints to build relationships, review account structure and usage, identify client changes (both business and people) that have occurred and will be coming, and ensure banking needs are being met leading to greater client satisfaction. Collaborates closely with the Israel Representative Office and Product Advisor teams as needed.

Prospect to Client Strategy

Leads and optimizes client experience and performs proactive touchpoints (weekly call, email check-in, set up meetings, etc.). Collaborates with the Israel Representative Office and/or Product Advisor team to ensure a timely and quality onboarding experience and makes decision on client and product appropriateness. Proactively sets expectations on account structures and overall engagement model with SVB. Includes orienting new employees of existing clients to on-line SVBs products and services. Coordinates and hands off execution of account opening process to centralized support teams.

Works closely with the Israel Representative Office to gather, validate and finalize all relevant legal documentation to ensure products are appropriate for the client and approved.

Proactive engages with clients to measure overall experience and builds relationships with key client personnel.

The ORM also reviews and approves products and product terms for the Israeli client base and signs lending documentation.

Qualifications:

5 years of related professional experience (banking/financial services industry or customer service)

Banking experience within relationship management, operations, technology and other support functions preferred but not required

Bachelor's Degree or equivalent work experience

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Silicon Valley Bank is an equal opportunity employer and is dedicated to expanding its commitments and investments to create a more diverse, equitable and inclusive company culture and innovation ecosystem. We are strongly committed to the values and policy of equal employment opportunity across our employment practices.

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