Technical Specialist

Manage technical aspects of operational processing and provide day to day guidance, support and oversight to the Bank's Third Party Administrator (in particular ISAs / Bonds but also broader aspects of operations within the Bank).

Provide regular and timely checking and quality assurance and feedback to the outsourced provider in accordance with the Banks Training and Competency standards.

**Client Details**

A specialist bank based in the City of London that serves the needs of business owners, entrepreneurs and family businesses. We recognise that professional and personal lives often overlap and our mission is to help empower our customers to achieve theirambitions by serving all their banking needs.

We put enduring relationships at the heart of what we do. We provide quality products, services and expertise to help our customers manage their interdependent professional and personal financial requirements, whilst embracing the exciting new opportunitiesavailable in the industry.

We are proud to be a preferred partner of the Institute for Family Businesses (IFB) whose mission is to help family businesses remain successful for generations to come.

Established following the acquisition of Bank of Cyprus UK, which provided services to business customers in the UK since 1955. We have expanded our reach with offices now in London, Birmingham, Bristol and Manchester.

We are committed to delivering a comprehensive set of services to meet the evolving needs of our customers and remain a bank focused on customers, people and relationships.

**Description**

**Technical Specialist - Customer Coordination**
- To provide a quality focused service to customers, as well as internal customers, which includes:

- Bonds and ISA's
- All aspects of account opening, closing and maintenance
- Bereavement cases
- Tax Certificates/TDSI
- Payments
- Be the first contact point for escalation of difficult and complex queries in relation to Account opening, maintenance, closing, Bonds & ISA's and bereavement cases.
- Work with the outsourced provider and wider Customer Operations Team to improve quality outcomes
- Proactively contribute to the identification of colleague training needs root cause and recommend solutions as a result
- Monitor the levels of outstanding/incomplete cases on a daily basis; ensuring effective planning and action is taken to work with colleagues to resolve within service level agreement
- Ensure adherence to procedures and controls as outlined in Payments and Clearing Procedural Manuals at all times, including regulatory and compliance matters.
- Continuously review, champion and implement process improvement techniques (LEAN)
- Prepare analytical reports of activity against agreed targets and Service Level Agreements
- Proactively contribute to the overall development of the Customer Operations Team as a key member of the Technical & Quality Team
- Operate at all times in line with the Procedure Manuals and Guides, take responsibility to update the procedure guides/manuals as changes occur, and communicate to relevant employees. Where a procedure or control is not followed, escalate risks to managementimmediately.
- Act as a team player, supporting colleagues across the Customer Operations Team, offering assistance and performing other reasonable tasks as and when may be required from time to time
- Actively contribute to developing own performance development plans

**Profile**

**Essential**
- Comprehensive knowledge of ISA and Bond processes and mechanisms.
- Product and market knowledge of deposit products. In particular, regulatory requirements for ISAs, disclosure and market timing rules.
- Experience with TPA / software contracts and vendors, particularly transformational change in the financial services setting, is highly sought after.
- Have 1st line operational monitoring, governance and control experience
- Have strong Risk and Compliance awareness and practical experience of delivery within these fields
- Recent banking or financial services sector experience
- Report writing and using Microsoft Office tools (e.g. Excel, PowerPoint, Word)

**Desirable**
- Understanding of 3rd Party Risk and Control frameworks within Financial Services industry
- Experience of significant transformation
- Excellent organizational skills, ideally with Project Management experience
- Technical Specialist - Customer Coordination experience
- Nearby the City of London office

**Behavioural Attributes**
- Strong stakeholder management
- Exceptionally high level of attention to detail
- Strong verbal and written communication skills
- Strong stakeholder management
- Ability to learn quickly and adapt in a complex environment
- Ability to work in team as well as independently
- Ability to resolve issues under time constraints

**Job Offer**
- Full benefits package
- Based in the City of London
- Competitive starting salary
- Unlimited training provided
- Progressive Technical Specialist - Customer Coordination role