Join us as a Customer Service and Operations Delivery Manager

Take this chance to work in Private Banking Wealth Management (PBWM) and make a positive impact to our customers and colleagues
You’ll be actively participating in initiatives to improve customer service, processes and procedures while honing your analytical skills
In this role, you’ll manage key stakeholder relationships, grow your network and position yourself to meaningful career advancement in a fast-paced environment
We're offering this role at associate level

What you’ll do

As a Customer Service and Operations Delivery Manager, you’ll bring expert insight into how regulatory, system, process, product or customer-proposition changes impact your operation. You’ll analyse how shifts in the operating model affect procedures, turning that insight into clear recommendations, hands-on business system support and well-managed communication across the organisation. Working closely with colleagues across the bank,



you’ll make sure delivery stays tightly aligned with operational requirements and always focused on what our customers and the business need most.

You’ll Be Responsible For

Producing clear, accurate policy-related reports and MI to make sure assurance and compliance objectives are met
Keeping accurate records of day-to-day operations, logging incidents and identifying trends
Driving team performance across workflows delivered within Private Bank operations
Measuring team delivery against KPIs and service level agreements
Supporting the team’s personal development and building long-term capability
Reviewing manual or ineffective processes which could be automated or enhanced
Acting as an internal consultant to shape effective standards, processes and controls
Managing key controls and contributing to the maintenance of robust business continuity plans

The skills you'll need

Bring your experience in banking or loan-process operations within Private Banking, along with a solid understanding

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