Client Data & Document Control Senior Assistant

This is an integral role in providing first class service to clients by ensuring the Client Data & Document Control Team (CD&DCT) becomes the bank wide centre of excellence for all client, onboarding, data journeys, switching and document management.

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.

As a senior member of the team this role is responsible for ensuring that all Client Data & Document Control tasks are fulfilled in line with procedures, service level agreements and with a high first time yield. This role will oversee activities carried out by Operations Assistants within the team and provide support to the Team Leader(s), by way of, but not limited to:

• People supervision and development
• Workflow and SLA service standards supervision
• System Testing for new and upgrade system implementations
• FLOD Checking
• Error reviewing, logging and monitoring to completion
• Procedure writing and maintenance
• Assisting with projects as required
• Support for supplier management
• Reporting

Client Service

• Ensure all Client Data and Doc Control queues are being managed effectively and rotas are in place where required
• Tasks are completed within SLAs or exceeded
• Work is prioritised in line with Front Office requests
• Client Data or Switching queries are investigated and resolved
• In-trays and inboxes are cleared down daily as far as possible
• All reconciliations are completed on the day
• Work is constantly checked for accuracy

Operational Excellence/ Risk

• Generate ideas for and deliver continuous improvement to processes to enhance client service
• Keying errors are identified, trends analysed and actions taken to resolve/improve
• Complete first line of defence testing for processes within the CD&DCT
• Investigate errors & complaints to establish root causes and implement corrective action to avoid repetition
• Ensure all operational guidelines are followed and maintained
• Responsible for preparing regulatory returns or attestations, as required
• Responsible for managing risks inherent to the role by diligently observing internal policies and procedures
• Providing input to our FLOD controls testing requirements and assisting with the Risk Register review as required
• Acts as internal escalation point for suppliers and engages as necessary.Provides support for regular reviews through performance feedback, agenda preparation and minute taking
• Ensures daily statistics are being captured and provides support for preparation of monthly reporting

People

• Responsible for delegated training across the two areas of the team
• Assist with workloads when busy, but primarily oversee the work completed by Operations Assistants within the teams
• Encourage teamwork within CD&DCT and the wider Operations Department
• Contribute to rota schedule and assigning of workloads to ensure sufficient resources are available
• Support other Seniors & Team Leaders by taking the lead when they are unavailable

Finance

• Supervise the daily reconciliation of paper outputs
• Monitor costs/spend relating to suppliers, ensuring completion of all spreadsheets e.g. Couriers, Stationery etc

• Within COO - other Senior Assistants, Client Support Team, CS&I (Controls Team for FLOD)
• Within AL - All Banking Teams, IM Client Transitions, Operational Risk, Supplier Management, Business Support
• Externally - CASS (WearePay), relevant suppliers