Senior Operations Assistant

This role will be based in our Bristol office as we are currently establishing a new function dedicated to Client Offboarding.

An Integral Senior role in providing first class service to clients by ensuring the Offboarding Team becomes the bank wide centre of excellence for all client account closures (offboarding) and switching out.

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.

As a senior member of the team this role is responsible for ensuring that all offboarding and account closure tasks are fulfilled in line with procedures, service level agreements and with a high first time yield. This role will oversee activities carried out by Operations Assistants within the team and provide support to the Team Leader, by way of, but not limited to:

• People supervision and development
• Workflow and SLA service standards supervision
• System Testing for new and upgrade system implementions
• FLOD Checking
• Error reviewing, logging and monitoring to completion
• Procedure writing and maintenance
• Assisting with projects as required
• Support for supplier management

Key Responsibilities

Client Service

• Ensure all queues are being managed effectively and rotas are in place where required
• All tasks are to be completed within SLAs or exceeded
• Work is priorotised in line with Client and Front Office requests
• Account closure or Switching out queries are investigated and resolved
• Intrays and inboxes are cleared down daily as far as possible
• All reconciliations are completed on the day
• Work is constantly checked for accuracy

Operational Excellence/ Risk

• Generate ideas for and deliver continuous improvement to processes to enhance client service
• Keying errors are identified, trends analysed and actions taken to resolve/improve
• Complete first line of defence testing for processes within the team
• Investigate errors & complaints to establish root causes and implement corrective action to avoid repetition
• Ensure all operational guidelines are followed and maintained
• Responsible for preparing regulatory returns or attestations, as required
• Responsible for managing risks inherent to the role by diligently observing internal policies and procedures
• Providing input to our FLOD controls testing requirements and assisting with the Risk Register review as required
• Acts as internal escalation point for suppliers and engages as necessary.Provides support for regular reviews through performance feedback, agenda preparation and minute taking
• Ensures daily statistics are being captured and provides support for preparation of monthly reporting

People

• Assist with workloads when busy, but primarlity oversee the work completed by Operations Assistants within the teams
• Encourage team work within CD&DCT and the wider Operations Department
• Contribute to rota schedule and assigning of workloads to ensure sufficient resources are available
• Support other Seniors and Team Leaders by taking the lead when they are not available

Key Interfaces:

• Within COO – other Senior Assistants, Client Support Team, CS&I (Controls Team for FLOD)
• Within AL – All Banking Teams, IM Client Transitions, Operational Risk, Supplier Management, Businesss Support Externally – CASS (WearePay), relevant suppliers

Person Specification

Knowledge / Experience/Skills:

• Previous experience in Back Office Role, preferably in a supervisory role in a comparable type & size of business
• Knowledge of account closure and client offboarding, switching out, people development desirable
• Good understanding of the high net worth market in the UK and overseas and appropriate knowledge of the Regulatory environment
• A good understanding of relevant risk, compliance and business control aspects
• Effective written and verbal skills
• Excellent telephone manner.
• Able to multitask and prioritise both own and teams workloads/Queues
• Strong time management skills and works well under pressure
• Able to maintain a high level of confidentiality, diplomacy and discretion
• Ability to work in a team
• Confident with various banking systems

Competencies:

• Client Focus
• Developing Others
• Planning and Reviewing
• Judgement and Problem Solving
• Team Working
• Communication skills and confidence