Personal Banking Relationship Manager

Company Description

Banco Pichincha (Miami Agency) is the Miami branch of Ecuador’s leading bank, offering premier financial services to a diverse clientele. Situated in the vibrant Coral Gables business district, its location at 396 Alhambra Circle, Penthouse 2, Coral Gables, Florida, provides a strategic hub for serving clients. The agency is committed to providing personalized banking solutions and fostering long-lasting relationships. Banco Pichincha boasts a strong reputation for excellence in financial services and customer care.

SUMMARY OF FUNCTIONS:

The Personal Banking Relationship Manager reports to the VP of International Banking and is responsible for managing, developing, and retaining a portfolio of personal banking relationships while delivering a high level of client service and ensuring compliance with all Agency policies, procedures, and regulatory requirements. This role serves as the primary point of contact for high-touch client relationships, as a trusted advisor, coordinating banking solutions, and proactively identifying opportunities to strengthen and expand client relationships. The Personal Banking Relationship Manager also oversees day-to-day relationship management activities, supports the achievement of business objectives, and provides guidance to assigned staff to ensure operational effectiveness, service quality, timely follow-up, and adherence to regulatory expectations. The role requires strong collaboration across business units, excellent communication skills, and the ability to balance relationship management, operational oversight, compliance responsibilities, and business development efforts.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Manage, retain, and develop a portfolio of HNW personal banking clients while ensuring a superior client experience.
• Provide guidance, oversight, and supervision to the Personal Banking Team to ensure quality service delivery, operational consistency, timely follow-up, and effective workflow management.
• Assist in training, mentoring, and onboarding staff within the Personal Banking area.
• Respond to client inquiries, coordinate banking solutions, maintain ongoing communication, and follow up on outstanding documentation and account-related requirements.
• Identify opportunities to deepen existing relationships through deposits, lending products, treasury-related services, and other Agency solutions, and support business development efforts through prospect meetings, referrals, networking, and relationship expansion activities.
• Travel, when necessary, to meet with existing and prospective clients.
• Coordinate and oversee account opening, account maintenance, renewals, lines of credit, loans, time deposits, and related banking services, ensuring completeness and accuracy of required documentation.
• Review and validate CIP/CDD, KYC, beneficial ownership, and related documentation to ensure timely completion of periodic reviews and compliance with Agency and regulatory requirements.
• Coordinate with internal departments and Head Office personnel to ensure efficient execution of client transactions, banking activities, and service requests.
• Provide timely responses to compliance-related inquiries, ECS monitoring flags, profile exceptions, unusual activity reviews, and other matters requiring resolution or escalation.
• Escalate matters requiring management attention and collaborate with Compliance, Operations, and other internal stakeholders as needed.
• Ensure adherence to all BSA/AML requirements, Agency policies and procedures, internal controls, and applicable Federal and State regulations.
• Ensure confidentiality of client and Agency information and maintain accurate records, documentation, and client interaction notes within applicable systems.
• Support the execution of departmental goals, service standards, strategic initiatives, and organizational priorities established by management, and participate in training, professional development, and continuous process improvement activities as required.
• Perform other related duties and special projects as assigned by management.

LEADERSHIP & SUPERVISORY RESPONSIBILITIES:

• Provide day-to-day guidance, support, and oversight to assigned staff within the Personal Banking area.
• Assist management in monitoring service quality, workflow efficiency, and departmental performance expectations.
• Promote collaboration, accountability, professionalism, and a client-centric culture within the team.
• Support staff development through coaching, knowledge sharing, and reinforcement of policies and procedures.
• Assist with operational issue resolution and escalation management as necessary.

MINIMUM REQUIREMENTS:

• Bachelor’s Degree in Business, Finance, or related field preferred.
• 5+ years of experience in personal banking, relationship management, private banking, or related financial services roles.
• Prior supervisory or team leadership experience in a banking or financial services environment preferred.
• Strong understanding of banking operations, account management, and client relationship practices.
• Knowledge of KYC, CIP/CDD, BSA/AML, and related regulatory requirements.
• Strong business development and relationship-building skills.
• Excellent communication, organizational, and interpersonal skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Bilingual English and Spanish (written and spoken) preferred.
• Strong attention to detail and commitment to service excellence