Description of the Business Line or Department
KH Operations comprises of the following areas –
Banking Operations – Banking, Treasury Back Operations, e-Banking, Cards, Open Banking, Scanning and Reception
Fees and Billing
Securities Operations – Settlements, Corporate Actions, Transfers, Custody and Custodian oversight, Stock Data Management.
Middle Office – Private Banking and Investment controls and reporting (including CASS and other regulatory reporting)
CDD/AML Client On-boarding and periodic reviews
Summary of the key purposes of the role
Management of the Banking Operations team ensuring this supports the requirements of the business and its stakeholders, across all 4 entities. The Banking Operations Team comprises teams in Jersey and Guernsey.
To provide support to the KH BPO model and manage the complex aspects of banking processing including general banking, payments, treasury back office, e-banking, cards, open banking, scanning and reception.
Have day to day oversight of the Outsourcing party’s banking operations activities.
Lead the team and manage the development of team members. Provide coaching, training and development opportunities, set and agree objectives and targets aligned with the business strategy.
Develop, document and control common, best practice procedures to accommodate the requirements of the various KH entities in compliance with Group policies, relevant local market regulatory requirements.
Ensure workable contingency plans exist and are regularly tested for all key processes, to ensure that the risk of errors is minimised.
Manage the implementation of change initiatives, communicating the business rationale and the impact of change on individuals, and ensuring that programme objectives are achieved
To differentiate our service offering from our competitors by proactively driving industry leading service solutions to our Clients.
To enhance service performance by creating and managing excellent supplier management relationships. Own end to end service delivery model for Banking Operations. Manage the outsource providers team responsible for daily delivery of Banking Operations related activities and escalating vendor issues to Senior Management. Relationship Management and oversight of 3rd Party Suppliers/Correspondent Banks where Operations is the lead stakeholder
To work in partnership with the Relationship Management Teams driving proactive service solutions for customer - developing proficient points on contact, specialist advice and effective customer issue resolution.
Handle complex and sensitive client requests, problems and complaints from internal and external customers and suppliers using experience to identify a range of options and take appropriate actions or make recommendations.
Continually review processes, procedures and systems, in conjunction with the team, the rest of the business and customers as appropriate, to ensure that opportunities for improvement are recognised and acted upon and changing customer needs are met.
Develop a set of departmental MI containing risk and quality metrics to support and demonstrate incremental improvements, identify areas of concern, build business cases.
Where applicable, supervise the work of a team allocating and prioritising tasks, monitoring work progress and ensuring standards and deadlines are met. Check and review own work and the work of others for completeness and accuracy, identifying and correcting any discrepancies or errors. Provide support to colleagues, sharing information and offering assistance when needed within the team.
Ensure adherence to KH Internal controls standards, systems and procedures that appropriate standards are maintained in all aspects of operational risk and compliance which are endorsed by subsequent audits.
Be hands on with team managers, demonstrating role model mentoring and coaching skills and be an expert in the domain knowledge and provide training to team members in day to day activities. Set and agree objectives and targets aligned with the business strategy
Referral point for day to day BAU issues that might stand outside current service agreements
Responsible for the departments RCSA collation, submission and monitoring