Description of the business line or department
KH Operations comprises of the following areas –
Banking Operations - Banking and Treasury Operations (including cards and e-banking, Client Reporting, Scanning and Archiving
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
Day-to-day servicing of all our eBanking clients
To provide an efficient service to clients by processing of transactions and answering of queries via email or phone.
To main the interface between client and their account/balances maintained with ourselves, relating to eBanking
To assist clients with queries and provision of relevant information regarding their account(s) with the business
Adherence and delivery of customer call structure
To ensure an effective and efficient service is provided to clients ensuring standards and deadlines are met, by:.
Set-up and activation of clients on the eBanking system
Filter and where appropriate escalate technical issues from the client / business to IT
Provide 1st level technical support for queries from internal and external clients with escalated items going through agreed channels
Manage the current outstanding calls and provide updates to the business within agreed SLA’s
Complete system testing for new developments and defect fixes
To undertake all ancillary tasks regarding eBanking
Retrieving of client information, utilising appropriate identity checks, accurate recording of information to ensure appropriate action occurs
Monitor and follow outstanding tasks within agreed service levels
Continually review processes, procedures and systems, in conjunction with the team, the rest of the business and clients as appropriate, to ensure that opportunities for improvement are recognised and acted upon and changing customer needs are met.
Investigate complaints, queries and problems from internal and external clients and suppliers, digging deeper to understand the underlying issues and acting to ensure they are appropriately addressed.
Identify issues and problems with data, service quality, internal processes and procedures, recommending improvements and seeking approval for action.
Provide support to colleagues, sharing information and offer 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.
Develop and sustain a broad technical knowledge across a wide range of products and services.
Develop a deep knowledge of operational processes on Olympic and across 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 give continuous consideration to treating customers fairly.
Understand and apply internal Risk and Compliance policy, process and procedures.
Check and review own work for completeness and accuracy, identifying and correcting any discrepancies or errors.
Assist with review of processes, procedures and systems, in conjunction with the team to ensure that opportunities for improvement are recognised and acted upon and changing customer needs are met.