Join us as a Customer Service & Operations Delivery Manager

• In this high-profile role, we’ll look to you to make sure your unit is efficiently planned and operating at its optimum capacity
• You’ll be specialising in the assurance of ‘Strategic In Life Client Due Diligence’, managing related operational escalations, disputes, and risks, and leading process re-engineering and automation initiatives
• This is an opportunity to be at the forefront of protecting our customers and the bank by managing relationships with stakeholders, internally and externally, allowing you to expand and develop your network
• We're offering this role at associate vice president level

What you'll do

You’ll lead your unit to protect our customers and enhance their experience by identifying trends and addressing areas of improvement. You’ll maximise efficiency by collaborating with support functions and continuing to make sure your unit is engaged and consistently developing professionally. We’ll also look to you to approve and maintain process documents to help define performance indicators, measure and report MI and enable the right decision making.

As well as providing your expertise on regulatory, system, process, product, or customer proposition impacts on your operation, you’ll be collaborating with colleagues across the bank, making sure that delivery is in-line with operational requirements and aligned to our customer and business needs.

Your responsibilities will also include:

• Assisting with the production of relevant policy related reports and MI to make sure that assurance and compliance objectives are met
• Acting as an internal consultant to enable and inform effective standards, processes, and controls
• Optimally using resources to reduce costs and increase productivity
• Developing and executing a plan for effective training and accreditation, and understanding and driving the performance of you unit
• Using data insights to drive change activity, and leading and participating in local and global projects
• Building a culture of continuous improvement, leading by example to deliver innovative and cost-effective solutions to enhance our performance and the customer experience

The skills you'll need

You’ll need to have knowledge and experience of working in an AML environment, with knowledge of financial services. Strong stakeholder and people management skills are a must, along with the ability to drive, coach, and motivate others to succeed.

Additionally, you’ll have:

• Good knowledge of operations, process management, and products
• An understanding of the industry and our customers
• Knowledge of CDD, AML, and financial products, processes, and banking systems
• A background in risk, compliance, and legal issues in different jurisdictions
• An understanding of people processes and policies

Hours

45

Job Posting Closing Date:

06/01/2025