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Operations Manager

  • Location

    City of London, London

  • Sector:

    Operations & Middle Office

  • Job type:


  • Salary:

    £50000 - £55000 per annum

  • Contact:

    Scott Duerden

  • Contact email:

  • Job ref:


  • Published:

    over 1 year ago

  • Startdate:


International Bank based in the City of London, are looking to recruit an Operations Manager to join on an initial 6 month fixed term contract which potentially could be made permanent. This role will report into the Head of Operations and line manages the Operations team including a Payments Manager. Functions covered by the Operations team include Payments (Swift, Chaps, Faster Payments, Clearing items, nostro recs), DDU ( Account opening/closing, deceased, static data, fixed deposits, Dormant/inactive accounts) and Loan Admin (Draw down new loans, Libor loans rollover, collateral recording, Loan extensions).

Main responsibilities will include;

  • Devise and implement a customer service strategy that delivers a high quality experience
  • Lead and embed a positive customer service culture with particular emphasis on:
  • Ensuring that our client has effective processes for the efficient delivery of products and services
  • Developing effective KPIs/MI to drive the business and operational effectiveness
  • Introducing an ethos of continuous improvement
  • Recruiting, training, coaching and motivating staff to meet the required standards of performance, conduct and behaviour to deliver an effective and efficient customer service function
  • Maximise the effective use of IBIS (Core banking platform) and other systems (e.g Datastore DSX)
  • Embed TCF and all other regulatory principles in delivering customer service
  • Developing effective customer comms and tone of voice across the team
  • Ensure that all relevant business risks are identified under the risk framework and that they are monitored and managed as appropriate
  • Ensure that all functional policies and procedures are updated, maintained and where appropriate aligned with Group policies
  • Ensure that Operational resilience is embedded in all processes and procedures. Develop, implement and periodically test departmental business continuity plans
  • Own vendor relationships for suppliers and ensure that all outsourcing arrangements are managed in accordance with regulatory guidelines and Group Policies
  • Build effective relationships with senior managers and end service users
  • Uphold the values and behaviours of our client at all times
  • Comply with the Bank's Conduct rules, as prescribed by the PRA and FCA
  • Maintain 'Fit & Proper' status required to fulfil role as a Senior Manager/Certification employee (if relevant)
  • Comply with the Bank's policies and procedures as laid out in the Staff Handbook, the intranet and other sources
  • Manage all personal data and sensitive personal data in line with the General Data Protection Regulation and any associated Bank policies and procedures

To be considered for this position, ideal candidates must have the following experience and skills;

  • Track record of driving and delivering change in a small Bank
  • Good people skills
  • Experience of driving culture change and competency framework
  • Prior knowledge of UK Payments markets (PSD2, Clearing agency, SWIFT)
  • Practice of Banking
  • Business Controls and Procedures
  • Op resilience/BIA
  • Ability to quickly build effective relationships with senior managers and end service users as well as IT

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