• Profile
  • Home
  • Vacancies
  • Business Development - Growth & Client Experience Business Manager
Job Description
  • The Growth & Client Experience Business Manager (G&CX BM) will primarily focus on providing pro-active support to the Director, Growth & Client Experience, driving Arbuthnot Latham’s growth strategy and enhancing the Client Experience, by supporting the development and execution of initiatives that attract and retain clients, increase footings in line with Future State 2, and improve client satisfaction.
  • Day to day tasks will involve supporting the delivery of the Client Experience Strategy, including monitoring and reporting of KPIs to assess the effectiveness of CX initiatives, running of CX forum, preparing reports, and presenting findings to senior management.    The role will also support the management of different growth channels, including Business Introducers, Partnerships and Platforms.
  • The role will involve the close collaboration with key business partners and stakeholders including client facing banking teams, marketing, transformation, risk functions, back-office service departments, operations and IT.
  • 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: 

  • Support the Director, Growth & Client Experience with the design, creation and ongoing management of the Growth & performance MI and CX Dashboard and monitor data accordingly.
  • Support the wider Growth team on an ah hoc basis, including day to day enquiries and payments for our partnership team
  • Creation of monthly / quarterly packs for CX forum and other committees
  • Manage all Growth tools (e.g. Findawealth Manager, Artesian etc..) and systems, including annual renewals.
  • Manage and own the Business Introducer process (as per BI Framework), ensuring alignment and consistent approach to all.
  • Support Growth colleagues in the creation of pitch packs and other marketing / presentation material
  • Drive CRM Adoption across the front office, sharing regular data with key stakeholders to recognise effective usage and target focus areas of improvement.
  • Interpret and leverage insights (both Internal & external) to identify potential issues and with input as required from Director, Growth & Client Experience to implement opportunities to enhance the client experience and create a frictionless experience for all clients and capacity colleagues.
  • Work alongside our COO & Digital Transformation teams, representing the voice of the client to support client centric change.
  • Provide support to Business management on an adhoc basis on production of MI
  • Support the creation of Client Experience customers communications, ensuring our clients feel informed ‘You said, We did’.
  • Embed a client centric culture across the business, using customer focused performance KPIs, training and recognition.
Compliance
 
  • Complete compliance regulatory exams (as required), adhering to both legal and regulatory requirements.
  • Ensure money laundering/Know Your Customer procedures are implemented correctly and accurately
Risk:
 
  • Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.

Key Interfaces:

  • Take ownership and support the BD Team.
  • Maintain excellent relationships with Private & Commercial Banking, ALIM, Operations, Treasury
  • Compliance and Risk functions
  • Marketing, Product and Proposition
  • IT and Transformation
  • Partners, prospects and clients.
 
 
Person Specification

Knowledge/Experience/Skills:

  • Previous Business Manager role, with Client experience knowledge beneficial but not essential
  • Commercial banking finance experience, and knowledge of the private banking industry would be beneficial.
  • Ability to provide a very high level of client / partner service and at all times keeping the client / partner at the heart of everything we do.
  • Detailed knowledge of regulatory requirements covering money laundering and criminal activity.
  • Multi-tasking capability.
  • Ability to develop a network both internally and externally to mutually benefit the team and the Bank.
  • Ability to work under pressure, deal with a heavy workload and deliver against stretching deadlines.
  • Working knowledge of Salesforce CRM system is preferable.

Qualifications:

Banking qualifications would be beneficial but not essential.
 

Competencies:

  • Business & Commercial Focus
  • Communication & Confidence
  • Creativity & Innovation
  • Problem Solving & Judgement
  • Influencing Others
  • Stakeholder Management
  • Team Working
  • Planning and Reviewing
  • Communication & confidence 
 
 
 
 
 
Apply
Copyright © 2024
Powered by Eploy