Manager Banking & Payments Operations

Permanent contract|Jersey|Banking operations processing

Manager Banking & Payments Operations

Kleinwort Hambros
Jersey, Channel Islands Permanent contract Banking operations processing


Description of the Business Line or Department

KH Operations comprises of the following areas:
•    Banking Operations – Banking, eBanking, Cards, Open Banking 
•    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
•    Relationship Management and oversight of 3rd Party Suppliers where Operations is the lead stakeholder
•    Core system custodian – re-certifications, User Acceptance Testing and Subject Matter Expertise
•    Operational Projects, End to End Process continual improvements
•    Operations SMEs for tactical and strategic projects

Summary of the key purposes of the role
•    Specific responsibility for the banking and payment teams, ensuring the timely processing of all requests. The teams are based in Jersey and Bangalore, servicing the KH group across all locations (ie, Jersey, Guernsey, Gibraltar & UK).
•    Input and authorisation of all outward client payments to include SWIFT, CHAPS, BACS, FASTER and Standing orders etc.
•    Input and authorisation of all inward client receipts 
•    Issue bank drafts/cheques and processing of clearing items and production of client cheque books 
•    Visa Settlement
•    Account Transfers (including FX)
•    Input and authorisation of client Money Market transactions
•    Investigation of breaks and query resolution on cash reconciliations.

•    In addition, the team monitor the input/authorisation of the outsource provider ensuring all work is processed timely and accurately and that the client experience is seamless.
•    Ensure client requests are handled efficiently and accurately and in accordance with established standards.
•    Support the development of banking products, and work in conjunction with Front Office and ITEC to increase product take up and functionality enhancements working part of a cross functional team.
•    Lead the team and manage the development of team members in all locations. Provide coaching, training and development opportunities, set and agree objectives and targets aligned with the business strategy.   
•    Provide clarity and direction for accountable teams, setting and communicating business improvement objectives and managing performance to ensure that targets are met / exceeded.
•    Cross training with the ‘Manager Digital Client Support’ (ebanking & cards) to provide cover and support and to broaden the knowledge across the two teams within Banking Operations.
•    Setting up clients on the on-line Banking platform and Open Banking
- Issuing Cards to clients
- Oversight of the processing of associated transactions
- Assisting clients with setup and any issues.

Oversight of the input/authorisation of the outsource provider ensuring all work is processed timely and accurately and that the client experience is seamless
•    Other duties as requested by the Senior Manager Banking Operations
•    Attend and represent Banking Operations in meetings/ outsourced providers Service Level calls.
•    Be able to take minutes during meetings.

Summary of responsibilities
•    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.
•    Continuously review the controls to ensure they’re the most appropriate as the business continues to evolve.
•    Managing staff and providing support as required, ensuring everyone has clear objectives. Lead appraisals for the teams.
•    Monitor nostro and suspense accounts and investigate any differences ensuring issues are resolved within set timeframes.
•    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 helping 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.
•    Provide technical advice and support to team and clients on banking products.
•    Manage the outsource providers team responsible for daily delivery of Banking and Payment related activities and escalating vendor issues to Senior Management
•    Promote a climate which encourages improvement and innovation through applications of best practice and new ideas.
•    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
•    Represent Operations across the wider internal businesses, managing interfaces and ensuring that relevant financial procedures and controls are widely understood and observed.
•    Develop proficient points of contact, specialist advice and effective customer issue resolution.
•    Ensure customer service levels are monitored, reviewed and maintained for accountable teams and activities. 
•    Be a proactive member of the Operations management team ensuring that the department can function in accordance with the business plan and budget and that projects receive the appropriate priority.    
•    Participate as SME and own projects working closely with other Operations Managers to implement and embed change.
•    Participate in nostro review meetings and help complete the regular due diligence activities. 
•    Develop and sustain a broad technical knowledge across a wide range of products and services.
•    Develop a deep knowledge of operational processes and across treasury markets and industries
•    Update personal knowledge of regulatory and wealth management market, ensuring that the reputation of KH is upheld to the highest level possible in terms of compliance and reputation internally and externally and to consider treating customers fairly.

Profile required



  • Significant experience in the banking industry, at a managerial level. 
  • Proven people management experience to ensure a positive working environment, including objective settings and appraisals etc.
  • In-depth technical expertise in Banking and Payment processing and products.
  • The ability to demonstrate a good understanding of the compliance and regulatory regime within which KH operates.
  • Able to work with others and manage and support the team in achieving objectives.
  • Proven ability to consider options available and find best solution to meet customer needs.
  • Excellent communication skills
  • Ability to handle customer enquiries courteously, efficiently, and professionally.
  • Proven ability to prepare and produce well-structured written materials.
  • Proven ability to recognise and daily plan the workload of the team to meet Service Level Agreement standards.
  • Computer literacy across a variety of common applications
  • Proven ability to consider options available and find best solution to meet customer needs
  • Systems knowledge of SWIFT, Banking, Clearing and Payments
  • Responsible for Risk and Compliance ‘Controls’ within the department.


  • Previous experience in Engagement with third-party service providers
  • Previous experience with ‘Visa Cards’ and on-line banking.
  • Direct client contact, to support and provide cover/cross training for the ‘Manager Digital Client Support’.
  • Previous Project management experience.

Why join us

People join for the impact they can have on us. They stay for the impact we have on them. A flatter structure offers visibility and exposure beyond that of our competitors, so you know our names, and we know yours. It's personable, human, and inspires success through passion. By encouraging open mindedness and a willingness to share ideas, we have adapted to market changes and thrived through innovation. Bringing words like “hard work” and “dedication” together with “community” and “respect” has enabled us to work collaboratively and build our future together. We call this Team Spirit and it's what makes us different. It's what makes you different.

Business insight

If you feel you have the required experience and qualifications, then please apply to the SG Resourcing Team, and we will manage your application. At Société Générale, we believe our people are our strength and are core to the success of our business. As such, we search for, recruit and appoint the best available person on the basis of aptitude and ability, regardless of sex, marital or civil partnership status, race, colour, nationality, ethnic or national origins, pregnancy, disability, age, sexual orientation, religion, belief or gender identity.

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

Reference: 22000LXG
Entity: Kleinwort Hambros
Starting date: 2022/10/17
Publication date: 2022/07/19