We have a new vacancy for a Manager who will have responsibility for the day to day leadership and management of the Client Data and Document control team within the Banking Operations function for Arbuthnot Latham.
The primary objectives in this context is to optimise the central support provided to all departments and regional offices within the bank with regard to scanning, distribution and archiving of all documentation and all operational aspects of client data maintenance, including onboarding, Current Account Switching and KYC.
This role will ensure that excellent administrative support is provided to both the Private and Commercial Banking teams with the client at the heart of the service.
The Operations team works closely with all areas of the bank and third party providers.
Operational leadership
- Develop and maintain an effective organisational structure for own area that meets current and anticipates future business needs
- People management, motivation, performance management, training & development, including managing through others, in line with Bank policies and standards
- Constantly seek to improve ways of supporting the team by sharing knowledge, experience, best practice and providing feedback
- Develop and maintain an effective suite of operational services required to support the Data and Document controls of the Bank ensuring these develop and grow with business needs
- Service delivery of a first class capability, achieving cost efficiency, productivity and risk avoidance/compliance on an ongoing basis
- Support front office administration activities including onboarding and AML reviews.
Risk & Control
- Champion the risk culture in the teams, ensuring procedures are fit for purpose (to internal & regulatory standards) documented, understood & used, controls are suitable and effective. Testing and sample checking to be undertaken monthly with remedial action being taken when required
- Ensure own and team adherence to business policies and standards
- Identify risk areas for key processes and create a robust control framework ensuring that controls are suitable and effective. Testing and sample checking to be completed within agreed parameters, monitor and report on adherence taking remedial action to address failures
- Champion FCP and Regulatory requirements and changes.
Operational infrastructure
- Optimise use of and deliver value from operational & IT infrastructure
- Deliver efficient processes that meet the balance of needs between maximum client experience and maximum efficiency within an agreed risk appetite
- Ensure effective collaboration with internal & external suppliers & partners to meet business needs & ensure appropriate delivery of service levels
- Arrange, conduct and record - Business Reviews with key suppliers in line with standards and timescales set by Supplier Management.
Planning & business improvement
- Develop and maintain a plan for the Client Data, and Document Control teams to support the business and be aligned with business strategy
- Drive internal projects and local continuous improvement
- Ensure area operates to agreed time quality and cost parameters
- Maintain an awareness of relevant external & competitor trends & use to drive improvements
- Work towards improved automation whilst maintaining the human scale of the bank to clients.
- Ensure delivery of a seamless client service
- Actively and continuously drive service and quality standards front to back
- Champion the brand and related standards
- Act as the conduit and manager of communications
- Own & maintain relevant intranet & website content & business documentation
- Be mindful of service enhancements and regulatory changes such as Vulnerable client
- Ensure all team adhere to SLAs to support the business.
- Oversee and monitor the collation of KPIs/MI, analyse trends and proactively drive remedial or improvement actions
- Track, monitor and follow the progress of action items that emanate from internal committees as detailed in the Bank’s Governance Manual in order to ensure that key deliverables are achieved within set time frames
- Collate, prepare and distribute appropriate briefing materials for key deliverables, ensuring that appropriate follow‐up actions are taken
- Encourage and develop ideas to improve client service, including systems across the bank which may streamline processes and reduce costs whilst maintaining service levels.
- Ensure thorough testing has taken place for all new implementation and changes
- Reflective procedures and processes are written and adhered to.
- Functional Heads and relevant reports, senior and middle management of Arbuthnot Latham & Co Ltd.
- Head of Banking Operations and Client Support, other COO Heads and Teams
- Private/ Commercial Bankers; Private/Commercial Banking Executives; Wealth Planners; Investment Teams
- Change Management Project Team
- External suppliers with lead responsibility for our document control, postal and archiving system suppliers.
- FCP and Risk Managers
- IT heads of verticals.