Address- The Business Support Manager will be responsible for owning, managing and agreeing changes to a portfolio of front office process and procedures, some with regulatory impact, requiring stakeholder engagement and ensuring procedures remain up to date.
- To ensure the risk and control framework is considered, so that procedures have adequate controls in place to mitigate any identified risks and are understood and embedded within Private & Commercial Banking.
- To represent the frontline banking business on various regulatory and non-regulatory projects and to manage the actions and implementation of these projects in line with agreed deadlines.
- Where applicable, to place the interests of customers at the centre of all activities, act in a way that is consistent with achieving good outcomes for consumers; and to comply with the FCA and PRA's Conduct Rules.
Key Responsibilities
Business management and improvement:
- Own and manage a portfolio of front office procedures, engaging with stakeholders to ensure they remain up to date and accurate and are reviewed in line with the review cycle.
- Identify areas for improvement, or barriers to service delivery and plan and deliver the appropriate actions to make the improvements required. Ensure that all work undertaken is delivered to the agreed priorities and timescales and within budgets, optimising processes through efficient use of IT solutions as applicable.
- Support the implementation of change projects within the front office, to represent both the client and relationship management teams ensuring all change is delivered and embedded in line with objectives and time, quality and budget parameters.
Service quality:
- Collaborate with relevant areas of the Bank to deliver seamless client service to the front office client relationship teams and their clients, resolving service issues that impact front-line teams and client service.
- Act as a subject matter expert for the front-line business on banking and regulatory topics, providing content for the weekly Banking Bulletin where appropriate.
- Proactively identify areas for improvement, or barriers to service delivery and plan and deliver the appropriate actions to make the improvements required.
- Ensure that all work undertaken is delivered to the agreed priorities and timescales and within budgets, optimising processes through efficient use of IT solutions as applicable.
- Represent Private and Commercial Banking at forums and working parties to ensure that the optimum service is provided to clients.
- Build a positive network of stakeholders from across the organisation, in line with the Bank’s core value of collaboration.
- Monitor front office errors, complaints and incidents, liaising with relevant departments and providing support to the banking business to ensure they are dealt with appropriately to minimise impact on client service.
- Support the activities of the marketing team to ensure business approval of communications and client materials is obtained.
Risk & Control:
- Promote a culture and understanding of risk in Private & Commercial Banking. Working with the Senior Business Support Manager to input into the Banking risk and control framework by ensuring that all process and procedure changes comply with internal and regulatory standards, are documented, understood and embedded within the front line businesses.
- Develop appropriate controls for new procedures that are suitable, effective and built into the RCSA, working with the Senior Business Support Manager to establish or update first line of defence testing as required.
- Support the delivery of the annual Audit/Compliance/Risk Monitoring Programmes, working with the Banking business to ensure that actions are reviewed and resolved within the timescales agreed, including those assigned to you.
- Complete and track the progress of actions assigned to you that arise from internal committees to ensure that key deliverables are achieved within agreed timeframes.
- Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.
- Work with other teams across the business to deliver accurate Regulatory Reporting in line with regulatory deadlines.
Team administration:
- Produce accurate and timely MI as required for Committees.
- Support the Business Support Team, providing technical guidance and training to the rest of the team for projects.
- Support the Business Support Analysts in responding to queries received into the team mailbox
Key Interfaces:
- Commercial & Private Banking teams
- Risk & Compliance teams – Operational Risk, Compliance, Fraud and Financial Crime
- Operational teams
