Mark David Banek
Ashfield
Summary
25+ years’ experience in the financial services industry with a background in Relationship Management, Client Service and Customer Success. I utilise my experience to building strong and valued relationships with clients, internal stakeholders and external parties. I work independently, able to lead and be part of a team. I seek to be understanding and inclusive, embrace new ideas and enjoy critical and constructive thought process. I look to identify opportunities as well as embrace change and overcome challenges. I have an excellent understanding of compliance and AML / KYC – the need to adhere to these requirements and awareness of upcoming regulatory change. I pride myself on being forward thinking working with peers to develop a collaborative culture to drive great relationships and experience clients.
Overview
26
26
years of professional experience
Work History
Senior Manager - Customer Success
Automic Group
04.2022 - Current
- Key Account Manager for Platinum, high level clients
- Drive engagement, satisfaction and expansion of client base, protect existing revenue streams
- Explore opportunities for growth with new clients, seek additional revenue income and profitability
- Help grow the business understanding, build knowledge and requirements around best practice
- Deliver excellence of client relationship and service delivery
- Client retention – building excellent relationships with clients - 3-year contract extension signed for a departing client
- Increased NPS scores across client base
- Profitability – review client contracts, services and time spent – negotiating contracts with fee and revenue uplift
- Active use of CRM tools for increased client interaction
- Lead generation and Strategic thinking – drive up-sell, cross-see and new business conversations
- Understand business structures, capacity and development requirements to allow for growth and clear vision
- Visit clients – Face-to-Face meetings driving greater engagement
- Introduce and demonstrate new product to clients driving investor satisfaction and profit sharing
Managed Funds - Relationship Manager
Iress
04.2021 - 03.2022
- Deliver excellent Relationship Management to key Custodians and Direct clients –Drive uplift in Relationship engagement and understanding of the products and services on offer
- To support the Senior Relationship Manager as they under-go growth and expansion within the business and provide expertise and guidance around the required services of the existing model
- Point of escalation for all relationship matters
- Provide guidance around structure, roles, responsibilities across Relationship Management, Client Service and Operational teams
- Enhanced Relationship model with improved engagement and interactions across the business
- Explore cross-sell opportunities with a number of new services and regulatory requirements
- Upsell services of the Iress business
- Drive team meeting to explore B2B opportunities
- Retention of existing client base being critical to the role
Relationship Manager
Link Market Services
08.2020 - 04.2021
- Company Overview: Link Fund Solutions
- Provide end-to-end relationship management across client base, which consists of a mix of mid-tier and global clients
- I endeavour to build deep relationships, to enhance service and to explore opportunities
- I offer a strategic mindset with strong communication skills and a drive for success
- I look to deliver premium relationship management to clients, exceeding expectations and looking for opportunities to cross-sell
- Manage client and stakeholder discussions
- Provide feedback on client engagement activities and timeframes
- Build strong relationships with clients and manage expectations
- Liaise with internal teams to ensure clients contracted services are delivered in accordance to SLA and agreements
- Manage and negotiate Contracts, SLA’s, Fee Schedules and KPI’s
- Work with CSM’s and Operations Teams to develop knowledge and understanding
- Identify services and revenue opportunities – Understand what is currently offered and what potential exists from current and future service initiatives
- Link Fund Solutions
Service Delivery Manager – Client Relationship Manager / Client Transition Manager
RBC Investor & Treasury Services
01.2019 - 02.2020
- Company Overview: Global Client Operations
- Client’s primary point of contact for escalated enquiries
- Demonstrate market expertise and understanding of the clients’ business model whilst delivering excellent client service
- Seek to drive change activities both locally and regionally via collaboration with colleagues to resolve issues, improve the overall operating model, and increase efficiency
- High-level positive impact on client satisfaction and feedback received with increase in revenue via service offering
- Transition assets, negotiate service levels and ensure consistency and continuity of service from incumbent local custodian to new global custodian
- Lead day-to-day interaction with clients to deliver an exceptional client service experience
- Oversight of global operation teams to ensure delivery of agreed services and adherence to KPI’s and regulatory requirements
- Identify opportunities for increased efficiency and drive change through to implementation
- Review operating model to reduce risk and implementation of best practice
- Engage with teams in North America and Asia for collaboration to drive client solutions
- Work with Senior Management to find opportunities to enhance sales and service offerings
- Collaborate with colleagues globally to achieve objectives and resolve issues
- Transition existing relationships from current custodians and service providers to central global Custodian
- Fee and service negotiations with clients in line with offerings
- Fund administration and Asset servicing of clients
- Global Client Operations
Senior Client Relationship Manager
HSBC Securities Services
04.2015 - 11.2018
- Company Overview: Direct Custody and Clearing - Global Banks, Broker Dealer and Managed Funds
- Managed on-shore and offshore Client service teams
- Ensure the quality and timeliness of responses and assist with knowledge sharing and training
- Being the key point of contact for escalated client issues
- Escalation contact for senior management and regional management – external and internal
- Maintaining a solid knowledge of the Australian market, delivering market information to clients
- Coordinating the transfer of assets from existing custodian / Broker to HSBC - developing transition plans and managing client transitions – Successfully transitioned in client assets of $45bn AUD over a 12-month period
- Review end of month invoices and reporting, ensure fee income remains relevant to service offering
- Off-shoring project lead - Implement training to teams – Allocation of responsibilities
- Reviewing client reports to identify areas of improvement for existing services, provide monthly reporting packs, review STP rates and feedback versus peers with similar assets size and trade volumes to streamline business lines and offerings
- Ensure Service Level Agreements are met, regular review of agreements with feedback sought internally / externally
- Regular conference calls and meetings with clients to build greater relationships
- Preparing client management plans and relationship profiles, participating in regular due diligence visits by clients and KYC collection
- Coordinating and assisting with the preparation of responses to Request for Proposals (RFP) & Service Level Agreement (SLA) documentation
- Working with Global Relationship Managers on process improvement initiatives to enhance client relationships and knowledge share across international markets
- Fee negotiations and profitability discussions – Unprofitable clients then exited
- Market discussions with ASX / CHESS regarding CHESS replacement / Blockchain (Exp mid 2023) and moved from T+3 to T+2 in 2017
- KYC – Established the storage of up-to-date and historic client information in a central database to ensure global teams are able to reference data in a central site
- Direct Custody and Clearing - Global Banks, Broker Dealer and Managed Funds
Client Service Manager
HSBC Securities Services
07.2006 - 04.2015
- Company Overview: Custody and Clearing
- Manage activities in servicing client relationships and client operations
- Monitoring and resolving client queries and responding to escalated issues
- Conducting meetings with clients, actively lead client meetings, discuss strategic initiatives, process improvements and efficiencies, account plans as well as participation in senior management meetings
- Maintain and manage relationships with all internal and external stakeholders to deliver a high level of service
- Project management and collaboration with internal teams to drive efficiencies through automated settlement processes – Reduction in headcount for significant cost saving
- Work with non-SWIFT clients to streamline instruction and communication processes
- Transition management moving client assets from existing service provided to HSBC Custody
- Assist with compliance controls and audit reviews where appropriate – KYC and Audit
- Participate in regular client due diligence meetings and follow-up appropriately
- Identification of revenue and service opportunities for existing and new clients
- Liquidity and exposure management – To liaise with Client and co-ordinate limits with cash management teams
- Custody and Clearing
Client Service Assistant Manager
WESTPAC INSTITUTIONAL BANKING
06.2006 - 10.2006
- Company Overview: WESTPAC CUSTODIAN NOMINEES
- WESTPAC CUSTODIAN NOMINEES
Senior Supervisor
WESTPAC INSTITUTIONAL BANKING
10.2003 - 05.2006
- Company Overview: WESTPAC CUSTODIAN NOMINEES
- WESTPAC CUSTODIAN NOMINEES
Client Service Officer
WESTPAC INSTITUTIONAL BANKING
07.1999 - 05.2001
- Company Overview: WESTPAC CUSTODIAN NOMINEES
- WESTPAC CUSTODIAN NOMINEES
Education
Certificate III - Commercial Cookery and Nutrition
Tafe NSW
West Ryde, NSW12-1996
Year 12 - HSC -
Barker College
Sydney, NSW11-1995
Skills
- Client relationship management
- Contract negotiation
- Lead generation
- Client retention strategies
- Stakeholder engagement
- Effective communication
- Partnership development
- Strategic thinking
Hobbies and Interests
- AFL
- Formula 1
- Motorsport
- Soccer
- Rugby
References
Available on request
Courses And Development
- CHESS Replacement Training Seminars – Blockchain
- Dealing with Emotional Intelligence – Understanding “Emotional Intelligence” to achieve results
- RG146 Securities Institute Tier 1 - Tier 1 knowledge, providing information to clients and its limitations
- Managing People – Leading and managing people to be as effective beyond their roles
- Online Custody – From initial conception to design, UAT and implementation.
- SWIFT Project – Cost analysis and requirements of SWIFT.
Computer Experience
- Microsoft Office, Excel and Word, PowerPoint, Windows 10 & 11, Outlook
- Google G-Suite products
- JIRA and Slack
- CRM Tools - Hubspot, Salesforce
References
References available upon request.
Timeline
Senior Manager - Customer Success
Automic Group
04.2022 - Current
Managed Funds - Relationship Manager
Iress
04.2021 - 03.2022
Relationship Manager
Link Market Services
08.2020 - 04.2021
Service Delivery Manager – Client Relationship Manager / Client Transition Manager
RBC Investor & Treasury Services
01.2019 - 02.2020
Senior Client Relationship Manager
HSBC Securities Services
04.2015 - 11.2018
Client Service Manager
HSBC Securities Services
07.2006 - 04.2015
Client Service Assistant Manager
WESTPAC INSTITUTIONAL BANKING
06.2006 - 10.2006
Senior Supervisor
WESTPAC INSTITUTIONAL BANKING
10.2003 - 05.2006
Client Service Officer
WESTPAC INSTITUTIONAL BANKING
07.1999 - 05.2001
Certificate III - Commercial Cookery and Nutrition
Tafe NSW
Year 12 - HSC -
Barker College
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