Head of Customer Services – Banking – London – Permanent - Job Ref: 25014
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Job Title: Head of Customer Services & Back Office Processing
Sector: Banking
Role Type: Permanent
Location: London (Mayfair) / 5 days in the office
Job Ref: 25014
Our banking sector client is looking for an experienced Head of Customer Services to come and join their expanding team. As Head of Customer Services, you will also support back office processing.
Key Responsibilities:
* Oversee daily management of the Customer Services Department.
* Allocate responsibilities: Back Office Processing - 75%; Customer Services - 25%.
* Supervise cashiers/clerks, assisting with workload to ensure customer requests are handled promptly and accurately.
* Conduct daily checks, authorise, and oversee customer payment activities, treasury settlements, and reimbursement actions in accordance with procedures.
* Review and update processes and procedures within the Customer Services Department, as well as the RCSA. Ensure staff correctly implement said procedures.
* Assist with CDD/EDD updates on Retail Accounts when necessary.
* Ensure the efficient delivery of VISA Cards, Debit Cards, and Cheque Books.
* Foster a proactive department focusing on delivering exceptional service to customers, ensuring high levels of internal and external customer satisfaction.
Back Office Operations - Key Responsibilities:
* Oversee daily back-office functions, including treasury settlements and customer payments.
* Manage and release incoming, outgoing, and reimbursement payments.
* Regularly review and update Customer Service processes and procedures, ensuring staff compliance.
* Conduct ongoing reviews of Operational Risk Controls (RCSA), complete allocated tests monthly, and report on the SAS EGRC system with suggested control enhancements.
* Ensure accurate settlement and follow-up of VISA Cards, Debit Cards, and Cheque Books.
* Oversee departmental management, including banking transactions, verification, and monthly cash checks.
* Adhere to AML and Sanctions policy, regularly reviewing department compliance.
* Implement measures to protect the bank from potential operational losses and provide staff training (especially on exceptional Customer Service and handling complaints).
Retail Services - Key Responsibilities:
* Serve as a primary contact for customers visiting the branch, managing the retail segment.
* Support Relationship Managers in addressing the needs of Private Banking and High Net Worth clients.
* Handle customer requests accurately and reconcile end-of-day balances according to procedures.
* Deliver excellent service for VISA Cards, Debit Cards, and Cheque Books, ensuring timely follow-ups.
* Assist with Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) updates on Retail accounts as necessary.
* Manage the Customer Services budget.
Requirements:
* Quick learner with multitasking ability.
* Confident character with excellent frontline customer service skills.
* Well-organised with strong attention to detail and problem-solving skills.
* Excellent written and verbal communication skills (internal/external).
* Reliable, with good judgment and initiative.
* Flexible and committed attitude, with a willingness to take on additional tasks.
* Proactive, able to work well under pressure and adhere to strict deadlines.
* Strong interpersonal skills, and the ability to work well with all staff in London & KSA.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries
Banking
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