Job Ref: 212814517

Date: 2020-11-26 10:56:56

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Role purpose

The purpose of this role is to be responsible for the management of Customer Services, Collections & Recoveries and support the companys approach to first-line Operational Risk.

Key responsibilities

Develop and maintain a working knowledge of policies, procedures and systems across Customer Services, Collections & Recoveries and First Line Operational Risk.
Oversee the enhancement of the control framework by ensuring that assurance of control testing is conducted across all relevant Operation functions
Oversee the assessment of risks associated with First Line of Defence business line activities and provide guidance and insight to support the compilation and maintenance of a complete control framework for risk management activities
Adhere to approved policies and procedures, suggesting improvements as appropriate
Provide cover for absent direct reports to ensure that service levels remain unaffected during holiday periods
Ensure all QC gets completed monthly, representing Customer Services and Collections & Recoveries at monthly performance meetings
Provide oversight and be responsible for the control and implementation of the Complaint Handling Policy ensuring all regulatory, legal, and service requirements are met and the relevant reporting and feedback frameworks are in place and fully operational
Be the point of escalation for any issues arising within Customer Services (including Complaint Handling), Collections & Recoveries and Operational Risk
Monitor and manage daily work activity across Customer Services and Collections & Recoveries, ensuring SLAs are met
Represent Customer Services, Collections & Recoveries and Operational Risk in internal meetings, forums, and committees
Ensure all appropriate governance, controls and management reporting is in place across the First Line of Defence
Assure appropriate remediation of control failures and compliance breaches
Oversee and provide guidance on Risk & Control Self Assessments across the First Line of Defence
Provide direction to support the First Line of Defence with developing, implementing, and reviewing Key Risk Indicators and Risk Appetite reporting metrics in accordance with the companys Risk Appetite
Be responsible for building, developing and maintaining effective relationships with colleagues across the business's areas and with counterparts in other functions such as Operational Risk and Assurance, Risk and Compliance
Produce high quality reports/presentation packs for sharing with key stakeholders. Maintain a full audit trail with clear records to support review conclusions, stored in accordance with the records management conventions
Ensure all Risk Events are raised appropriately by the business, documented and root cause is established. Oversight of remedial actions to ensure risks are mitigated. Full audit trail is established, and trend analysis is undertaken
Adhere to the risk framework, identifying and escalating any issues as they arise

Skills required

Experience within retail banking- First Line of Defence managerial experience in Customer Service / Complaints / Collections / Financial Crime
Mortgage experience (preferable)
Ability to multi-task and work in a fast-paced environment
Strong communication (written and oral) and organisational skills
Ability to think creatively when resolving problems and identify alternatives where established procedures may not exist, ensuring an improved customer experience
Prepared to take ownership and be a Subject Matter Expert in Operations / Operational Risk
Problem-solving and decision-making skills, with the ability to analyse complex information to identify the key issue/action and drive resolution
Knowledge and understanding of risk control arrangements
Ability to meet deadlines along with excellent time management skills
Flexible in approach, rational when faced with changing priorities in a dynamic environment

Additional Details

On offer is a highly attractive reward package, which includes;

25 days holiday entitlement increasing with service
Pension Plan
Private medical insurance

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