Business Analyst – Client Services Lead

4 weeks ago

Edinburgh, United Kingdom Hampden & Co Full time
About the Role

We are seeking a seasoned Business Analyst to lead our Client Services Team. As a Senior Client Services Professional, you will oversee a team responsible for the timely and accurate processing of client data and transactions. Your primary objective will be to ensure that excellent client service is consistently delivered, exceeding the expectations of our clients.

The key responsibilities of the role include:

  • Ensuring exceptional client service is maintained across the team, encompassing unprocessed items handling, cheque management, Current Account Switch Service, cards administration, digital banking administration, and helpdesk service.
  • Ensuring all work is processed by the team to the highest standard and in accordance with our procedures.
  • Maintaining exceptional client service by enforcing quality and client service standards, analyzing and resolving quality and client service issues, identifying trends, and recommending process, productivity, and systems improvements.
  • Acting as a subject matter expert and participating in project and change activities relevant to the team and the department.
  • Delivering coaching and training to colleagues to foster personal growth and career opportunities.
  • Providing support and temporary absence cover for line managers and other colleagues.

About You

To succeed in this role, you will have:

  • Experience and knowledge of banking processes.
  • Experience and knowledge of relevant UK regulations and directives as they apply to banking operations or similar operational functions.
  • Experience of delivering excellent client service.
  • Excellent communication skills.
  • Excellent attention to detail.
  • Excellent organizational and time management skills.
  • Supervisory experience is desirable.
  • Ability to organize team priorities and workloads effectively.
  • Ability to work accurately under pressure and meet deadlines.
  • Chartered Banker or equivalent qualification is desirable.

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