Senior Banking Operations Manager

Permanent contract|Jersey|Banking Operations

Senior Banking Operations Manager

Kleinwort Hambros
Jersey, Channel Islands Permanent contract Banking Operations



  • KH Operations comprises of the following areas –
  • Banking Operations – Banking, Payments, e-Banking, Cards, Open Banking, and associated Regulatory/strategic change
  • Securities Operations – Settlements, Corporate Actions, Transfers, Custody and Custodian oversight, Stock Data Management
  • Operational Tax and Fees– QI, FATCA/CRS reporting compliance, Client Fees and Billing
  • Middle Office – Regulatory Reporting, Client Assets, Treasury Support and Client Data and Reporting,
  • Credit Administration – credit post approval processes and documentation


Leadership of the Banking Operations function – oversight of the day to day payments and banking processing teams, investigations reconciliations and queries, and digital support (e-banking and cards) team. Ensuring department controls are completed. Implement continuous improvement plans. Develop a team TOM executing strategic changes in line with SG strategic direction. Implement regulatory changes. Stakeholder Management and senior management forums and meetings as a representative of the Operations department.

To be an ambassador from the Operations Department in facing off to the Commercial Client facing teams able to manage the complex aspects of banking processing including general banking, payments, e-banking, cards, open banking.

Have day to day oversight of the BPO outsource relationship for banking operations activities and develop plans for future opportunities and improvements.

Regulatory Change/continuous improvement projects impacting Banking Operations including development of automation, digital channels, future outsourcing models, changes impacted by legal entity restructures, requirements for system upgrades/replacements.


§ As a member of the Projects Forum 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. Includes participation at end to end process workshops, digital development forums, automation and outsourcing strategy development.

§ 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 KPIs containing risk and quality metrics to support and demonstrate incremental improvements, identify areas of concern, build business cases.

§ 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.

§ Lead the team and manage the development of team managers and team members. Provide coaching, training and development opportunities, set and agree objectives and targets aligned with the business strategy.  

§ Oversee the development, documentation and control common frameworks, and 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.

§ Referral escalation point for day to day BAU issues that might stand outside current service agreements

§ Responsible for the departments RCSA collation, submission and monitoring

Profile required



Substantial experience in the banking industry, with 10+ years in a management position.

A good understanding of the compliance and regulatory regimes within which Kleinwort Hambros operates.

Able to work collaboratively with others across the organisation and manage and support the cross department / functional teams in achieving objectives.  Demonstrate gravitas to effect change outside of immediate area of responsibility.

An in depth understanding of market practice as it affects Banking Operations in the markets in which KH is active, and full understanding of the elements of banking which impact directly or indirectly on Regulatory Reporting – Client Assets, MiFID2, PSD2 etc.

Able to consider options available and find best solution to meet customer needs; handling customer enquiries courteously, efficiently and professionally.

Able to prepare and produce well-structured written materials structuring business cases, presentations and reporting in an articulate manner.

The ability to think and act both tactically and strategically as and when appropriate.

People management experience.

Experience in outsourcing and running vendor relationships/3rd party supplier management.

Proven project management skills, including business requirements, gap analysis, requirements assessments, workstream lead abilities.

Technical expert in the areas of responsibility, including PSD2, ISO20022, New Payment System, SWIFT, SEPA.

Role model leadership/managerial skills held in high regard by peers and direct reports equally

Good knowledge of banking/finance industry end to end processes and workflows and the relevant technology solutions


Computer literacy across a variety of common applications

Multi-jurisdictional management experience

Transformational and transactional change management experience, with a disruptive mindset

An understanding of upcoming regulatory change and impact assessments of actions required

An understanding of cross border regulations relating to payments and cards

Education/Professional Qualifications required or desirable

Banking Institute Qualification and/or relevant qualification or relevant management qualification and experience

An experienced industry professional who can demonstrate the ability to oversee the day to day and plan and implement departmental strategy, providing input to the wider KH proposition.

Overall a good level of educational qualifications ideally to degree level.



Significant banking track record – in both a run and change environment.

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 reassignment.

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, sexual or 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: 20000IT3
Entity: Kleinwort Hambros
Starting date: immediate
Publication date: 2020/11/30