To be responsible for the day to day leadership and management of the Cards and client facing Open Banking function for Arbuthnot Latham. The primary objective in this context is to optimise all operational aspects of Card and client facing Open Banking Operations of the Bank in order to deliver a high quality service to Arbuthnot Latham clients.

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:

Operational leadership:

• Leadership of the Cards and day to day Open Banking operations, including:
  • Dealing with TPP queries and act as a central liaison point of client and TPP contact
  • All cards related matters including Card app and upgrades.
• Part of the overall operations management leadership team.
• Operate and manage in accordance with business strategy.
• In conjunction with the Cards & Payments Manager, develop and maintain an effective organisational structure for own team that meets current and anticipates future business needs.
• People management, motivation, performance management and development, including managing through others, in line with Bank policies and standards.
• Ensure all internal, scheme and regulatory reports are submitted on time.
• Assist with the development and roll out of new initiatives as required.

Operational management:

• Develop and maintain an effective suite of operational services required to support the Cards and (Open) Banking area of the Bank ensuring these develop and grow with business needs.
• Service delivery of a first class capability, achieving cost efficiency, productivity and risk avoidance/compliance on an ongoing basis.
• Review invoices against expected volumes ensuring that there is a direct correlation between services consumed and fees charged by our suppliers.
• Ensure compliance with card scheme and regulatory requirements.
• Develop team members to provide sufficient cover of roles / duties to allow for staff absence and ensure daily work / duties are completed within SLA’s and to expected level of quality.
• Ensure all reports such as card scheme quarterly certification are submitted accurately & on time and assist with the submission of FCA regulatory report REP020 where required.

Operational infrastructure:

• Optimise use of and deliver value from operational & IT infrastructure.
• Deliver efficient processes that meet the balance of needs between maximum client experience and maximum efficiency within an agreed risk appetite.
• Ensure effective collaboration with internal and external suppliers and partners to meet business needs and ensure appropriate delivery of service levels.
• Arrange, conduct and record Quarterly Business Reviews of key suppliers in line with requirements set by Supplier Management.

 Planning and business improvement:

• Develop and maintain a plan for the function that supports the business and is aligned with business strategy.
• Drive internal projects and local continuous improvement.
• Ensure area operates to agreed time quality and cost parameters.
• Maintain an awareness of relevant external and competitor trends and use to drive improvements.

Service quality:

• Ensure delivery of a seamless client service.
• Actively and continuously drive service and quality standards front to back.
• Champion the brand and related standards.
• Act as the conduit and manager of communications.
• Own and maintain relevant intranet and website content and business documentation.

Team admin:

• Oversee and monitor the collation of KPIs/MI, analyse trends and proactively drive remedial or improvement actions.
• Track, monitor and follow the progress of action items that emanate from internal committees as detailed in the Bank’s Governance Manual in order to ensure that key deliverables are achieved within set time frames.
• Collate, prepare and distribute appropriate briefing materials for key deliverables, ensuring that appropriate follow‐up actions are taken.

Risk:

• Champion the risk culture in the team, ensure procedures are fit for purpose (to internal and regulatory standards) documented understood and used.
• Identify risk areas for key processes and create a robust control framework ensuring that controls are suitable and effective. Testing and sample checking to be completed within agreed parameters, monitor and report on adherence taking remedial action to address failures.
• Ensure own and team adherence to business policies and standards.
• Liaise with Controls team and conduct regular reviews of FLOD testing to ensure that standards are being met and that no issues are arising.
• Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.

Key Interfaces

• Director of Credit and Payment Operations.
• Head and Directors of Private Banking.
• Executive Committee members and Functional Heads and relevant reports, senior and middle management of Arbuthnot Latham & Co Ltd.
• Head of Cards & Payments
• External suppliers with lead responsibility for our card’s suppliers.