Job Description

Bank & Client Operations Team Leader

The role is key to delivering operational services to our clients in line with agreed processes and service levels within business risk appetite and AML/CFT controls.

What you’ll do:

You will provide people leadership to a team responsible for delivery of services to the Bank’s clients within agreed organisational objectives.Team responsibilities include the screening of clients and transactions, managing payment exceptions, client service requests and reconciliations.This will require ensuring that we have the right people in the right place, at the right time, with the right skills and the right motivation.

You will be expected to have, or develop, a good level of understanding of systems and processes but SME capacity is not a core role requirement.  Previous experience in AML/CFT monitoring would be an advantage.

As the Team Leader, you will manage with the support of the Bank & Client Operations Manager, the day to day service for the following as a minimum;-

• Monthly 1:1’s providing feedback and coaching against core objectives

• Training plans prioritised according to business needs, managed via Ability 6

• Management of holidays to ensure sufficient cover to deliver core services and to schedule testing and project activities as assigned

• Return to Work and Performance Improvement Plans as required

• Oversight of performance, including client experience, adherence to service levels and controls

• Ongoing process improvement and recommendations for system development

• Accountable for monitoring and reporting assigned risks/measures through the GOAT system

• Deputise for Manger as and when required

What you’ll need to succeed:

At all times the Groups values should be at the heart of everything, and consistency of evidence of adherence to the values will be a key aspect of the BOPS Team Leader:

• Innovation – applying knowledge to solve problems, create new ways of working or implementing new products and services. Innovation enables us to stay ahead of the competition and defines where we are going.

• Integrity – is characterised by being honest open and transparent and working in accordance with the highest ethical standards. Integrity defines who we are.

• Excellence – Taking pride in our work and ensuring that everything we do is to the highest standard. Excellence defines how we do things

Along with our core values, you should have: 

• A proven track record in leading teams

• The ability to coach and develop others

• Knowledge of Bank products, processes, and banking systems

• An understanding of the financial services industry

• The ability to verbally, and in writing, communicate clear and concise messages to clients and colleagues

• A desire to continuously keep informed of current laws, regulations, and common practices in relation to the banking sector with an emphasis on understanding the current financial crimes environment

• An ability to work accurately to deadlines and with high levels of attention to detail

Whilst not essential, it would be advantageous if you could demonstrate the below:

• A working knowledge in the use of AML risk mitigation tools, such as automated transaction monitoring systems, due diligence research, and web-based investigation techniques

• Experience of working with AML processes and procedures, alongside an awareness of up-to-date trends, policies, and regulations

• Appropriate Qualifications e.g. ICA