An integral Senior role in providing first class service to clients by ensuring the Client Data & Document Control Team (CD&DCT) becomes the bank wide centre of excellence for all client, onboarding, data journeys, switching and document management.
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.
To be responsible for the day-to-day leadership of the Client Data & Doc Control (CD&DCT) functions for Arbuthnot Latham.
The primary objective in this context is to lead all operational aspects of Document Control and provide support to Client Data Team Leader in order to deliver a high-quality service to Arbuthnot Latham clients.
- Team Leadership and organisation
- People supervision and development
- Co-ordinating System Testing for new and upgrade system implementations.
- Accuracy Ambassador
- Error logging, investigation and monitoring to completion
- Co-ordination of procedures completion and maintenance
- Supporting projects as required
- Provide support for supplier management reviews.
- Analysis and implementation of suggestions for continuous improvement
Key Responsibilities:
Client Service
- Leading a culture and delivery of a seamless client service
- Analyse KPIs/MI trends and proactively drive remedial or improvement actions.
- Responsible for driving positive FLOD results and high-quality accuracy standards across the team.
- Assist & develop project solutions and lead as required.
People
- People leadership and management, motivation, performance management & development, including managing through others, in line with Bank policies and standards.
Operational Excellence/Risk
- Ensure procedures are fit for purpose (to internal & regulatory standards) documented, understood & used.
- Identification of risk areas for key processes and provide input to the team control framework (Risk Register) ensuring that controls are suitable and effective. Assist with the regular return.
- Deliver efficient processes that meet the balance of needs between maximum client experience and maximum efficiency within an agreed risk appetite.
- Ensure own and team adherence to regulatory, scheme, business policies and standards.
- Engagement with key third party suppliers of CD&DCT services and provides support for completion of due diligence for regular reviews. Ensures meeting actions and annual reviews are completed.
- Maintain an awareness of relevant external & competitor trends & use to drive improvements.
- Own & maintain relevant intranet & website content & business documentation.
- Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.
- Provide regular reporting updates – weekly / monthly – of activities, action plans and project statuses.
- Regularly meet FO representatives to monitor service performance and share best practise.
Key Interfaces:
- Head of Department
- All other Banking Operations Team Leaders and Senior Assistants
- Private and Commercial Banking Teams
- Business Support, CS&I Controls Team, Client Transitions, Operational Risk, Compliance
- External supplier engagement