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
To support the Head of Service, Strategy, and Optimisation in delivering a positive and seamless service experience for clients and colleagues. This role will focus on enhancing capabilities through new technologies and optimising existing systems and processes, while maintaining the key principle of being a relationship-led bank.
The role involves engaging with cross-functional teams to understand client and business needs and using industry advancements to support the client service aspect of the Bank’s transformation roadmap.
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.
Job Description
Key Responsibilities:
- Assist in creating and delivering a Client Service Strategy that drives a focus across the Bank on end-to-end client service for private, commercial, and wealth management clients.
- Support the ownership and enhancement of client journey mapping, ensuring documentation maximises the client service experience and aligns with business strategy and goals.
- Identify opportunities for technology and process improvements related to client service journeys, ensuring solutions meet client, business, and regulatory needs.
- Collaborate on the prioritisation of system features and process changes to enhance client service.
- Foster a culture of continuous improvement and innovation in client service, delivering relevant changes in conjunction with technical and business teams.
- Engage with senior leaders to understand business strategy, goals, and client needs.
- Establish and lead working parties and project teams for requirements gathering and delivery, ensuring alignment with the Bank’s digital transformation principles and Business and Information Technology architecture.
- Assess the impacts of system and process changes, driving effective communication and training of changes to impacted business areas.
- Conduct cost/benefit and impact assessments, building business cases for change, and presenting proposals for approval to relevant committees and meetings.
- Design and manage reporting requirements, establishing relevant MI to provide data-driven insights into client service and demonstrate improvements in service levels.
- Provide subject matter expertise in projects involving client service, engaging in working groups and governance committees as agreed within project governance.
- Attend industry conferences and understand product roadmaps from key suppliers, using gathered information to input into the client service strategy.
- Communicate the client service strategy and benefits to the wider bank, ensuring relevant content is maintained and up-to-date.
- Collaborate effectively with internal and external suppliers and partners to meet business needs and timescales for agreed deliverables.
- Track, monitor, and follow the progress of action items from internal meetings and committees to ensure key deliverables are achieved within set time frames.
- Manage risks inherent to the role by diligently observing internal policies and procedures.
Key Interfaces:
- Chief Operating Officer
- Heads of Business Areas / Directors
- Client Insights Manager
- Client Experience Manager
- Senior representatives and SMEs
- Heads of Platform
- Business Architect
- Information Technology Architect
- Project Managers
- Programme managers