Manager - Client Support Team - Exeter

***This role is currently only open to employees of Arbuthnot Latham***

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 be responsible for the day-to-day leadership and management of the Client Support teams in Exeter with a primary focus of optimizing the client experience and service offerings.

Within the above operate client centric, multi-skilled departments that provide a high-quality support function to HNW Private clients, Commercial businesses, and internal stakeholders through effective and efficient controls and processes, with client empathy and care as well as attention to details.

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:

Telephony & Support Management:

• Deliver a streamlined client etiquette approach across teams and department
• Ensure a robust telephony identification methodology is in place.
• Enhance product knowledge and expertise within teams including but not limited to :- Online Banking services, Disputes and Frauds, Transactional execution and validation and general queries or complaints and Deposits.
• Ensure processes are in place for client queries, transactional requests, payment validation and execution.
• Ensure processes are in place for processing work relating to items identified on various daily reports arising from clients daily banking activities.
• Point of contact for escalated queries, errors and complaints applying remedial measures where required.
• Develop a proactive telephony matrix and call-flow structure – acting as proxy for bankers and executive teams
• Ensure coverage structure in place for Saturday and Out of Hours Fraud service.
• Manage and oversee administrative tasks relating to ad hoc client account operational activities.

Client Service Management:

• Ensure delivery of a uniformed cost effective and efficient client service that meets the needs of the client and the business in both Arbuthnot Latham and Arbuthnot Directs.
• Champion and drive service and quality enhancements through effective collaboration and usage of IT and Operational infrastructures
• Ensure service delivery is aligned to business strategy, industry regulations and risk controls
• Develop and implement effective role functions and structure to support service and business needs and growth
• Internal and External supplier management

Operational Management & Leadership:

• Operate and manage team in accordance with business strategy
• Develop and maintain an effective organisational structure for the teams that meet current and future needs
• People management, motivation, performance management & development, including managing through others in line with the Banks polices and standards
• Implement and maintain an effective operating model that assists the team ensuring they develop and grow with the business.
  

Risk & Controls

• Champion the business risk culture
• Ensure Risk Register is maintained and updated with Risk and Controls within your business areas.
• Ensure robust processes and procedures are in place, fit for purpose and reviewed regularly
• Ensure controls are suitable and effective
• Testing and sample checking in place and any remedial actions closed
• Current and future risks and controls are identified and reviewed adequately and in a timely way.
• Internal and External Audit activities concluded for team
• Accountable for managing the risks detailed in the department’s RCSA on day-to-day basis.
  

Planning & Business Improvements:

• Develop and maintain a plan that supports and is aligned with the business strategy – including focus and priorities, projects, resources, service etc.
• Ensure delivery of agreed projects and engaging other departments where applicable
• Ensure teams operates within agreed timescales and cost parameters
• Ongoing system testing and improvements to enhance service and business operations
• Awareness of market and competitor trends to drive improvements

Technical Support

• To assist with the management of Confirmation of Payee supplier and oversee service given.

General Administration:

• Oversea and monitor MI/KPIs, assessing any key trends and proactively driving remedial actions or improvements.
• Track and monitor outstanding actions from committee meetings or reports.
• Collate, prepare and distribute suitable briefing materials for key deliverables.

Key Interfaces:

• COO, Director Credit &Banking Operations and Banking Operations Management team.
• Head of departments /Managers/Directors of Private & Commercial Banking.
• The Board.
• Business Support Managers
• Functional Heads and Department Managers
• IT & Transformation Vertical Leads
• External suppliers

Person Specification

Knowledge/Experience:

• Management experience and background in a similar business sector/size.
• Extensive Client Service experience and understanding of high net worth Private clients and Commercial business.
• Management of a large Telephony Service teams and departments across regional offices desirable.
• Demonstrable track record in developing and delivering exceptional client service.
• Extensive knowledge of banking operational processes, systems, procedures, risk and compliance controls.
• Knowledge and understanding of regulatory requirements and environment.
• Experience of system implementations and enhancements.
• Strong ability to work in a matrix management style virtually.
• Strong telephony services knowledge and system development desirable.
• Confirmation of Payee and other payment experience desirable.

Qualification:

• Relevant subject matter or equivalent business qualification.

Competencies:

• Client Focus
• Performance focus
• Planning and reviewing
• Leading others
• Service Excellence/Client Focus
• Communication skill and confidence
• Problem Solving and Judgment
• Business and Commercial Focus