Savings Operations Associate

Provide support to the Relationship Ownership/Operations Management Team with a range of administrative tasks including adhoc tasks as required.

1. Core Responsibilities

• Production of clear and concise minutes/post meeting administration and department Record Keeping
• Request monitoring samples and case files from the outsourced operations centre on a monthly or adhoc basis for analysis including samples to assist in ensuring oversight over the Complaints Vulnerability Consumer Duty and Risk Management areas
• Assist with the management of various business reviews including thematic reviews attestations and internal audits supporting companys Compliance and Internal Audit Teams as required
• Develop build and maintain strong relationships with outsourced operation in the North East and internal stakeholders at all levels
• Perform regular and detailed analysis of contractual performance by outsourced operation
• Use outputs and findings to create daily team updates and focussed updates for Senior Group stakeholders
• Prepare detailed reports for input to internal monthly dashboards/reporting committees and produce monthly reports on key operational performance indicators such as operational Service Level Agreements (SLAs)
• Comanage regular operations management meetings including managing ongoing actions with outsourced operation from start to finish
• Comanage monthly Operations Governance sessions with critical outsourcer raising relationship or operations concerns with Operational Management and agreeing remedial actions as required
• Manage various department logs ensuring inputs are in line with compnay requirements and all data input is accurate and up to date
• Perform a variety of checks to ensure compliance within the wider teams and the Groups risk appetite
• Manage a variety of preidentified actions to assist Savings Operations Manager with the oversight of fair treatment of Vulnerable Customers
• Coach train and deliver tactful tailored feedback to outsourced Operational Management Team to develop employees and enhance performance levels
• Help plan design and implement required operational change to ensure compliance with changes in regulations. Assisting with regularly reviewing processes and procedures including internal company & CSB Relationship Ownership procedure manuals in addition to manuals used by the outsourced operation updating as required following process enhancement or industry change
• Manage annual updates of outsourcers procedure manuals
• Ensure they fully understand and comply with the organisations Risk Management Policies as they relate to their area of responsibility and demonstrate in their day to day work that they put customers at the heart of everything they do
• Ensure they fully understand and comply with the organisations Data Governance Policies as they relate to their area of responsibility and demonstrate in their day to day work that they treat data responsibly and securely
• Maintain the companys compliance standards work in line with Charter Savings Banks policies and procedures and ensure timely completion of all mandatory online training modules

Shared responsibilities

• Work in conjunction with savings Relationship Ownership colleagues to manage and maintain operational procedures and customer experience processes
• Identify process enhancements and collaborate with peers in Savings Proposition Team to implement change / continuous improvement projects
• Managing a shared inbox and responding to a range of queries/referrals from the contact centre including authorising requests in a management capacity within an agreed mandate
• Coresponsible for any operational GDPR requests and associated processes and perform regular testing adherence with company risk/GDPR/DPA requirements

1. Experience Requirements

• 8 years of experience in banking domain is essential
• Experience in working in UK Banking/Financial services process is essential
• Experience in handling administrative tasks for Relationship Ownership/Operations Management Team listed under core responsibilities

1. Knowledge Requirements

• Expert level skills in Microsoft Word Excel & PowerPoint is essential
• Assisting with the management of various business reviews including thematic reviews attestations and internal audits
• Experience in preparing detailed reports for input to internal monthly dashboards/reporting committees and produce monthly reports on key operational performance indicators such as operational Service Level Agreements (SLAs)

1. Skill and Competency Requirements

• Excellent Stakeholder Management and Communication (Both Verbal and Written)
• Reporting of Operational metrics and creating dashboard
• Conducting thematic reviews and other business reviews