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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Client Operations leadership, focusing on team development, performance management, and compliance with Consumer Duty and CDD/KYC regulations. Proven ability to enhance client experiences through process optimization and effective stakeholder management.
Highest-signal resume keywords
Client Operations LeadershipConsumer Duty ComplianceCustomer Due Diligence (CDD)KYC and AML RequirementsProcess Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Banking OperationsPerformance ManagementComplaint HandlingOperational Change ManagementStakeholder ManagementAnalytical SkillsProblem-SolvingProcess OptimizationRisk-Based Decision MakingTeam Development
Soft Skills
LeadershipCommunication SkillsOrganizational SkillsPrioritization SkillsInfluencing Capabilities
Certifications & Qualifications
Professional Banking QualificationsCompliance QualificationsOperational Qualifications
Industry Keywords
Retail BankingCorporate BankingClient ServicesOperational ManagementConsumer DutyCustomer OutcomesEscalation ManagementVulnerable CustomersOperational Improvement InitiativesStakeholder Engagement
About the role
Key responsibilities & impact- Lead, coach and develop the Client Operations team
- Set objectives, manage performance, support professional development and ensure appropriate team resourcing
- Act as escalation point for complex client queries, complaints and service matters
- Resolve issues effectively, fairly and within agreed service standards
- Identify opportunities to improve the overall client experience
- Act as the Bank's Consumer Duty expert
- Promote good customer outcomes across operational processes
- Provide guidance to stakeholders and support monitoring, reporting and enhancement of Consumer Duty compliance
- Own the most complex CDD and KYC cases
- Coordinate initiatives to strengthen complaint management and support vulnerable customers
- Drive process optimisation across Front Office and Back Office functions
- Identify efficiency opportunities, enhance controls and support automation and operational improvement initiatives
- Represent Operations in Group projects and strategic change programmes
Requirements
What you’ll need- Significant experience within banking operations, client services or operational management
- Previous people management experience, including coaching, performance management and team development
- Strong understanding of retail and corporate banking operational processes
- Experience managing complex client queries and escalations
- Strong understanding of Customer Due Diligence (CDD), KYC and AML requirements
- Experience overseeing complaint handling processes and customer outcome frameworks
- Sound knowledge of Consumer Duty requirements and their practical application
- Experience delivering process improvement, operational change or transformation initiatives
- Experience working with multiple stakeholders across operational, risk, compliance and commercial functions
- Strong leadership and people management skills
- Excellent stakeholder management and influencing capabilities
- Strong analytical and problem-solving skills
- Process improvement and change management capability
- Excellent verbal and written communication skills
- Ability to make balanced risk-based decisions
- Strong organisational and prioritisation skills
- Ability to work effectively under pressure and manage competing priorities
- Degree level qualification or equivalent professional experience preferred
- Professional banking, compliance or operational qualifications advantageous
- Fluent English, written and verbal
- Spanish language skills preferred
Benefits
Comp & perks- Full-time, permanent employment
- Hybrid working model
- Inclusive workplace culture
- Equal Opportunity Employer
- DE&I focus groups and value champion network