Operations Assistant - Client Administration Team

• To provide high-quality operational, administrative and client service support across the client journey.
• Provide excellent administrative support to Private and Commercial Bankers through accurate processing, effective risk management and a right-first-time approach. To contribute to the continuous improvement of operational processes.
• Putting our clients at the heart of everything we do, act in a way that is consistent with achieving good outcomes for consumers; and
• Comply with the FCA and PRA's Conduct Rules and scheme rules

Client Service and Administration

• Deliver outstanding service to clients, bankers and internal stakeholders.
• Accurate input and checking of data ensuring accurate client records and documentation is maintained.
• Process all work in a timely fashion and within agreed deadlines.
• Dealing with account administration duties and liaising with other areas of the Bank and the client as required.
• Process client queries accurately and within agreed service standards.
• Manage incoming correspondence, emails, post and telephone enquiries.
• Handle issues as they arise, providing excellent client service at all times.
• Assist with complaints, errors and service issues, ensuring timely resolution and root cause analysis.
• Undertaking project work and testing support when required.

Operational Excellence

• Follow operational procedures, policies and regulatory requirements.
• Identify opportunities to improve processes and service delivery.
• Support testing, change initiatives and operational projects.
• Maintain operational manuals and procedure documents.
• Contribute to continuous improvement activities across the department.

Teamwork & Stakeholder Management

• Build effective working relationships across the Bank.
• Collaborate with Front Office, Operations, Treasury, Credit, Risk, Compliance and third-party suppliers.
• Provide support and cover for colleagues across operational teams.
• Participate actively in team meetings, training and knowledge sharing.
• Support cross-training and development activities within Operations.

Risk & Compliance

• Manage risks inherent to the role through compliance with policies, procedures and controls.
• Maintain confidentiality, professionalism and discretion at all times.
• Ensure adherence to regulatory requirements including customer outcomes, anti-money laundering, data protection and lending standards where applicable.
• Escalate issues, incidents or control weaknesses promptly.
• Support the Bank's conduct and consumer duty obligations

Key Interfaces:

• Maintain excellent relationships with Private and Commercial Banking, Operations, Treasury, Risk and Compliance and other stakeholders across the business.
• Interaction with external 3rd party providers.