Communications & Operations Lead

Arbuthnot Latham has been associated with banking since 1833. We combine private and commercial banking, wealth planning and investment management. We believe in traditional relationship and service-led banking powered by modern technology.

Job purpose

• The communications and operations function sits with the Growth team and plays a pivotal role in ensuring Arbuthnot Latham’s story is effectively told and resonates with our clients and colleagues, helping us drive awareness, engagement and support for ALs vision.
• The communication and operations lead is responsible for developing and executing strategic communication initiatives that enhance the AL brand, alongside managing all communication technology and systems, driving engagement with stakeholders and promoting key messages both externally and internally.
• This role involves crafting compelling narratives, overseeing media relations, and coordinating internal and external communication efforts to ensure consistency and alignment with ALs goals.
• The communications and operations lead will work closely with senior leadership, cross functional teams and external partners to effectively convey ALs mission and values while managing communication and wider Growth team risks.

Where applicable, to place the interests of customers at the centre of all activities, act in a way that is consistent with achieving good outcomes for consumers; and to comply with the FCA and PRA's Conduct Rules.

Key Responsibilities:

Client Communications & Literature

• Deliver a solid client communication strategy, adapting the process to fit the circumstances of the business. Guide the business on the best approach for client communications, taking into consideration the type of message, content, audience and timing required, particularly when adhering to regulatory, contractual or industry deadlines. Manage the execution of communication plans, ensuring they are delivered effectively and on time.

• Responsible for embedding communication guidelines to ensure ALs tone of voice is consistent in all client messaging and consumer duty principles are adhered to.

• In consultation with Compliance and Legal, produce content for internal and external communication of regulatory, industry and bank related changes, simplifying where possible and ensuring transparency and clarity of content.

• Responsible for delivering all client forms/literature from account opening to terms of business, co-ordinating changes with our Design team, Compliance and Legal, ensuring sign-off procedures and consumer duty guidelines are followed.

• Collaborate with the Growth team, and the wider business supporting all projects to improve client experience, service and communications.

• Support the business development and where needed implement crisis communications to effectively manage potential risks and protect ALs reputation.

• Performance monitoring - analyse the effectiveness of communication strategies and campaigns through metrics and feedback making adjustments as necessary to improve outcomes.

Team leadership

• Lead and mentor a team of communication and marketing operation professionals fostering a collaborative environment that encourages creative thinking and innovation. Areas covered by the team include social media, PR & media, internal communications, client communications and literature.

Governance and risk

• Manage the RCSA process for the Growth team, perform bi-annual assessments of risks and controls. Ensure data protection processes are kept up to date.
• Ensure that FCA rules are reflected in all literature and that guidance is adhered to by the team, activity is in the interests of clients and proper standards of market conduct are observed.
• Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.

Key Interfaces:

• Growth team
• Banking, Business Management, AL Subsidiaries and Wealth Management teams
• Treasury
• Client Support and Operational teams
• COO team (Business Transformation and IT)
• Compliance and Legal
• Risk

Person Specification

Knowledge/Experience/Skills:

• An experienced, highly motivated senior manager with excellent interpersonal skills
• Proficient in digital communication tools and social media platforms
• Ability to develop robust relationships that support the company strategy.
• Organise and prioritise tasks and projects through effective project management.
• Strong business acumen - understands strategies and objectives and sees the bigger picture.
• Demonstrate ability to influence others and drive change and improvement
• Manage effectively and achieve outcomes through an engaging leadership style.
• Enthusiastic and able to demonstrate a positive and flexible approach.
• Excellent written and verbal communication skills.
• Strong leadership and team management abilities
• Strategic thinking and problem- solving skills.
• A proven track record of performing at a high level in a client service environment with strong stakeholder management experience.
• Proven experience in a strategic communications role.
• Confidence and experience to deal effectively and professionally with people at all levels of the organisation
• Proven track record of creating, designing, and managing business-oriented client focussed communications plans.
• Sound knowledge of a variety of I.T packages/software including MS Office; Word, Excel, PowerPoint. CRM system: Salesforce. Email automation: Pardot.

Competencies:

• Client Focus
• Team Working
• Influencing Others
• Planning and Reviewing
• Leading Others
• Problem Solving and Judgement
• Communication and Confidence

About Us

Life, Work and Benefits

Arbuthnot Latham is committed to equal-opportunities for all staff and candidates. We embrace inclusion & diversity and understand why they are critical for the success of our business and people.

• Agile working
• Competitive salary, pension & holiday allowance
• BUPA Health cover
• 4x Life Assurance
• Income Protection scheme
• Discretionary bonus
• Market leading maternity/paternity and menopause policies
• Flexible benefits