• Profile
Job Description
**Internal applications only**
 
As a senior member of the team, this role is responsible for championing service excellence by supervising both teams to ensure all tasks are fulfilled in line with procedures and service level agreements. This role encompasses work relating to all aspects of the client onboarding journey, including maintenance of personal data through static data requests and closure, overseeing the current account switching service (CASS). Also, post distribution, scanning and archiving of all client documentation. The role will provide support to the Manager in all client data or document control related projects and to deputise for them in their absence, within delegated authority
 

Client Service

• Oversee and verify client on-boarding, a/c opening and closure, ordering cheque books and setting up Online Banking, keeping all involved parties informed of the transition and working to SLA’s.

• Ensure accuracy and verify client static data requests in line with SLAs

• Be responsible for ensuring all CASS switch requests are delivered on time

• Oversee the scanning and distribution of all post, cheques, clearing and ad-hoc requests in line with SLAs

• Oversee the review of new account packs on the Document Management System, checking for consistency and any issues are fed back to the Private / Commercial Banking teams

• Supervise/Manage the various inboxes and In-trays and actions are allocated accordingly

• Provide day to day support to all business areas

• Ensure that statements are produced daily and prepared for mailing

• Ensure all outgoing post is franked accurately and prepared for collection by the relevant postal service

• Oversee the filing or archiving of all client documentation in line with regulatory requirements

• Investigate all queries relating to all client transitions or document control and keep relevant parties informed

• Constantly seek ways to improve the processes and levels of service given across both areas

• Ensuring clear understanding and communication of priorities for the team (in support of the Manager) and reprioritise where/when appropriate

Operational excellence

• Develop and maintain an effective suite of procedures and processes to support the team

• Investigate errors and complaints to establish root causes and take action to avoid repetition

• Ensure all operational guidelines are maintained and followed

• Ensure any staff absences are covered from within the team

• Contribute to projects using relevant expertise to enhance the delivery and output to benefit the client and business

• Report any system faults and ensures a speedy recovery of service

• Ensure Arbuthnot Latham comply with FSCS regulations

• Become a point of contact for BACs in relation to the Current Account Switching Service

• Ensure monthly statistics are maintained to provide evidence that the team is able to operate efficiently

• Represent the team in respect of relevant ongoing system enhancements including testing, training and implementation

People

 

• Facilitate support andtraining within the Client Data & Document Control team as well as and thewider Operations Department

• Oversee work completed by allmembers of the team

• Encourage team work

• Proactively seek businessoverviews, cross training, coaching or mentoring that will either enhancedeliverables to the client and/or your own progression within Arbuthnot Latham

 

Key Interfaces

 

• Private/Commercial Bankers;Private/Commercial Banking Executives, Business Support Managers, ClientSupport Team, Compliance, Risk and relevant third parties

 
Person Specification
Essential knowledge/Experience

• Relevant experience in a similar operational environment, with Client Data and banking system exposure

• Evidence of supervisory skills

• Knowledge and experience of servicing private client business and understanding the requirements and expectations of the HNW market

• Experience and knowledge of the regulations required for working within the Financial Industry in particular Anti-Money Laundering, Data Protection Act and retention policies.

Skills

• Supervisory

• Proven ability to transfer data accurately

• High level of attention to detail

• Excellent communication skills both written and verbal with clients, providers and senior management coupled with a high level of confidentiality, diplomacy and discretion

• Good system skills with experience of banking, Microsoft Office and Document Management Systems

• Team working - it is essential that all staff members have a demonstrable strong team player focus

Competencies

• Client Focus

• Planning and Reviewing

• Judgement and Problem Solving

• Team Working

• Communication skills and confidence