Head of Customer Services and Banking Operations

Head of Customer Services and Banking Operations

Location: London

Employment Type: Permanent, full-time position

We are seeking a highly experienced Head of Customer Services and Banking Operations to lead and manage our Customer Services Department. The ideal candidate will ensure smooth operations in back-office processing and customer service management. This role requires strong leadership skills, a deep understanding of banking operations, and a commitment to delivering high-quality customer service.

Key Responsibilities:

Customer Services Management:

• Oversee the daily operations of the Customer Services Department, ensuring an efficient and proactive approach to customer support.
• Supervise cashiers and clerks, providing guidance and assistance in handling customer transactions.
• Ensure timely and accurate processing of customer requests while maintaining high service standards.
• Monitor and authorize customer payment activities, treasury settlements, and reimbursement transactions in compliance with established procedures.
• Regularly review and update departmental policies, procedures, and the RCSA (Risk and Control Self-Assessment) to enhance efficiency and compliance.
• Oversee KYC updates for Retail Accounts, ensuring regulatory compliance.
• Manage the service delivery of VISA Cards, Debit Cards, and Cheque Books, ensuring timely issuance and resolution of related issues.
• Foster a customer-centric culture, enhancing service quality and customer satisfaction for both internal and external stakeholders.

Back Office Operations:

• Direct and supervise all daily back-office functions, including treasury settlements and customer payments.
• Review and approve incoming, outgoing, and reimbursement transactions, ensuring compliance with banking regulations.
• Maintain up-to-date risk controls, performing monthly RCSA tests and reporting on the SAS EGRC system with proposed control improvements.
• Ensure accurate processing and tracking of VISA Cards, Debit Cards, and Cheque Books within the banking framework.
• Implement and oversee compliance with AML (Anti-Money Laundering) and Sanctions policies, conducting periodic reviews of operational adherence.
• Conduct regular departmental reviews, ensuring seamless execution of banking transactions, verification processes, and monthly cash checks within the branch.
• Develop and implement strategies to mitigate operational risks, safeguarding the bank from potential losses.
• Lead and facilitate ongoing staff training, focusing on service excellence, complaint resolution, and conflict management.

Retail Services Management:

• Serve as a primary contact for retail banking customers visiting the branch, ensuring their needs are met with efficiency and professionalism.
• Support Relationship Managers in delivering top-tier services to Private Banking and High Net Worth clients.
• Ensure customer requests are processed accurately, and end-of-day reconciliations align with banking procedures.
• Oversee the timely and effective service delivery of VISA Cards, Debit Cards, and Cheque Books.
• Assist in managing KYC updates for Retail accounts, ensuring compliance with banking regulations.
• Manage and monitor the Customer Services budget, optimizing resources to enhance operational efficiency.

Qualifications & Experience:

• Proven experience in banking operations, customer services management, and back-office processing.
• Strong understanding of banking regulations, compliance requirements, AML, and operational risk controls.
• Experience in handling treasury settlements, payment processing, and banking transactions.
• Exceptional leadership and team management skills, with the ability to mentor and develop staff.
• Excellent problem-solving abilities, particularly in handling complex customer service issues.
• Strong organizational and analytical skills with attention to detail.
• Ability to adapt to regulatory and procedural changes within the banking sector.
• Proficiency in banking software and risk management systems.

If you feel that you have the relevant skill and experience to proactively work well within this team in this position, apply with your CV and a member of Venn Group’s Financial Services team will reach out.