Operations Manager/Relationship Manager

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The successful candidate will have previous experience of working with clients, opening, maintenance & closure of accounts, KYC and managing the related risks to both the client and the business.

Role Responsibilities

The role holder will ensure Client updates are executed in accordance with policy and that all operational flows through to completion are managed in line with procedures ensuring that Risk Control procedures are adhered to and enhanced wherever possible. In addition to ensuring correcting actions are taken in respect of reported events, discrepancies or inaccuracies. They will be responsible ensuring the Risk Framework is managed and controlled in line agreed standards.

The role holder will be accountable for all volume and resource management to achieve BAU excellence and adherence to SLA's ensuring compliance with regulatory governance measures, oversight of the Supervisory Framework and the management and mitigation of Risk. The role holder will ensure effective management of process improvement through appropriate controls and implement change through the delivery of mandatory and strategic projects. The role holder will build sustainable relationships with the business/client facing teams and infrastructure partners through collaboration and teamwork and will ensure appropriate processes and procedures are followed, considered and implemented as a consequence of change being delivered in order to meet business requirements, industry regulations, systems and controls.

Core Accountabilities

Client Service Delivery

The role holder will be responsible for client service delivery for clients including KYC, Account Opening, Maintenance and Closure processes, with an increased focus on accurate and timely execution to enhance client experience. The role holder will support Operational issue management and they will provide a range of strategic recommendations to Business Engagement, Service Management and Change Teams for client process improvements. The role holder will be responsible for ensuring service performance is delivered and this will include close liaison and regular service reviews with the change teams and conducting detailed root cause analysis to understand issues to enable improvement plans to defined and implemented.

Quality Management

The role holder will ensure high quality performance is in place and issues and risks are effectively managed. They maintain appropriate and accurate client and operational data to support effective management and control of processes. They maintain compliance with relevant regulatory requirements and they will pro-actively introduce procedural changes where required to maintain control standards, ensuring that transactions are processed in a timely and risk mitigating manner. They proactively advocate the importance of Quality Management.

Supervisory responsibilities

Up to 4 direct reports with overall responsibility for approximately thirty staff.

Stakeholder Experience

The role holder will have good interpersonal skills in order to effectively manage stakeholder relationships and strategic negotiations. They will have strong relationship management skills and the ability to influence and secure understanding and the agreement of key deliverables.

People Management and Leadership

The successful candidate will possess strong leadership and people management skills, as they will be required to ensure the consistent management of succession planning. The individual will communicate progress against plans, achievements, and challenges and ensure the team have the correct training and tools to undertake their duties to the highest standard. Set stretching objectives for self and team and deliver against those objectives. Lead, motivate, and develop their team to create a high performance culture and enhance the knowledge base, skills, talent and capability. Demonstrate effective use of performance development, share best practice, identify successors, and develop a culture of coaching and development.

Academic and professional qualifications

The role holder will ideally be educated to degree level.

Personal attributes

The role holder will be highly motivated and willing to put in the required effort to achieve an excellent outcome or produce a high-quality deliverable. The role holder will be independent and disciplined in managing self and possess the ability to expand their management span across wider populations when required. The role holder should display a desire and openness to learn and develop self, will be organised and structured in their approach to work; and will proactively take the initiative to highlight and resolve issues. The role holder will have a tolerance for frequent change; excellent analytical planning, be skilled at prioritisation, problem solving and organisational skills.

To find out more about Huxley, please visit www.huxley.com