Head of Operational Support

Job Title: Head of Operational Support
Location: London
Department: Operational Support
Employment Type: Permanent
Work Pattern: Full-Time in the office

Overview:

Lead and manage the Operational Support Department in covering the roles of Data Administration System Security and Internal Control Functions.

What You Will Be Doing:
Overall responsibility for the departmental day to day tasks. To manage and co-ordinate the team to ensure that the following areas are covered:

Operational Leadership & BAU Delivery

• Overall accountability for the daytoday management of the Operational Support function encompassing Internal Controls Data Administration and System Security ensuring activities are delivered accurately timely and in line with ABCIB and Group standards

• Lead and coordinate teams responsible for Nostro SCV Suspense Accounts Overdrawn Accounts Stock FOBO and Balance Sheet Reconciliations ensuring timely resolution ageing control escalation and compliant commentary

• Ensure daily weekly and monthly MI Unit Process Times (UPTs) and capacity metrics are accurate reviewed explained and used to drive productivity resourcing and service stability

Risk Control & Governance

• Own and maintain a strong firstline risk and control environment including effective execution of RCSA ORE management QA / dip testing audit actions and regulatory commitments

• Ensure operational risks are identified assessed mitigated and escalated appropriately with trends analysed and lessons learned embedded within BAU processes

• Maintain all procedures process maps and control documentation ensuring alignment with Group Standards Project Harmony One Bank and Core Banking transformations

People Leadership & Capability Building

• Direct responsibility for line management performance management coaching succession planning and development of the Operational Support team supported by documented 1:1s reviews and action plans

• Own and maintain a robust Skills Matrix ensuring crosstraining resilience adequate cover and reduction of single points of failure across all critical processes

• Ensure new joiners are onboarded effectively including systems controls procedures LSS awareness and mandatory training completion

Process Improvement Automation & Cost Efficiency

• Champion Lean Six Sigma adoption continuous improvement and waste reduction driving efficiency quality improvements and measurable cost savings via Fikra ideas portal (Track evidence and report benefits realisation aligned to departmental IB and Group strategy)

• Ensure that all elements of the Lean Journey are delivered to the standard and timelines as dictated by the Business Process Manager. Actively monitor staff Lean Six Sigma Training ensuring that department members that are trained complete their assigned projects within the agreed timelines

• Identify propose and support automation RPA AI and lowcode solutions to eliminate manual repetitive and highrisk activities working closely with IT and Transformation teams

Stakeholder & Change Management

• Act as a key operational interface with Finance Treasury Trade Finance Risk Compliance Internal Audit IT and external service providers ensuring effective coordination and issue resolution as and when required

• Support new products system changes and regulatory initiatives by providing operational expertise control design and implementation support

Accountabilities and Deliverables of the Role:

Oversee the effective delivery of all Internal Controls Data Administration and System Security activities ensuring compliance with ABCIB and Group standards

Ensure FOBO (Front Office & Back Office) reconciliation is done on a daily basis before 10am cut off time. Any breaks on the day should be reported and escalated as per policy and procedure

Lead and manage the daily and monthly Nostro reconciliation processes ensuring timely resolution escalation and robust commentary for outstanding items as per group standards

Lead and run the Monthly Nostro Overdue meetings

Manage and run the Single Customer View (SCV) certifying accuracy of data with robust controls in place and ensuring compliance with Financial Services Compensation Scheme (FSCS) obligations

Monitor and review the Suspense and Overdraft account and ensuring correct placement of funds along with justifications

Monthly analysis of all stock and repos any discrepancies are to be investigated and resolved.

Balance Sheet Substantiation is a critical control process where the Operations Support team. Ensure that all balances reported on the banks balance sheet are accurate complete and fully supported by underlying records / evidence quarterly.

Maintain a strong first-line risk and control environment including timely completion of RCSA and effective management of OREs and audit actions

Manage the System and Folder recertifications for the department ensuring compilation of the task by target dates

Conduct and oversee regular Quality Assurance (dip testing) and ensure findings are addressed promptly

Ensure prompt and accurate responses to system amendment requests maintaining full audit trails for all access and control changes.

Monitoring of Housekeeping and the Swift GPI on a weekly basis reviewing the reports sent by Group Head Office

Maintain up-to-date awareness of bank systems and processes ensuring access permissions and data controls are robust and appropriate.

Lead structured daily team meetings to foster collaboration and effectively manage BAU tasks

Schedule monthly 1:1s with every team member in the diary with documented notes and accompanying tracked actions plans

Daily and Quarterly MIs to be produced and sent out on time MI data to be accurate and complete. To be checked and reviewed before submission to external stakeholders

Produce review and act on management information Key Risk Indicators (KRIs) and capacity metrics to drive operational performance and resource planning

Drive alignment and standardisation of processes to support the delivery of a Group standard Target Operating Model.

Ensure all departmental procedures process maps and control documentation are current accurate and aligned with Group policies and transformation initiatives

Identify assess and report gaps weaknesses or breaches in regulatory requirements or internal standards implementing corrective actions as required

Collaborate with internal and external stakeholders to foster a culture of compliance risk awareness and operational excellence

Manage vendor relationships for core systems ensuring service quality and compliance with audit requirements

Champion Lean Six Sigma and continuous improvement initiatives supporting both departmental and individual LSS training and project delivery.

Identify manage and report on process improvement and automation initiatives to reduce costs and enhance quality.

Maintain up-to-date awareness of bank systems and processes ensuring access permissions and data controls are robust and appropriate.

Manage recruitment training performance appraisals and development of direct reports ensuring a robust skills matrix.

Support the development and deployment of operational best practices collaborating with European branches to centralise and optimise functions where possible.

Job Context:

The Operational Support Manager role operates within ABCIB Operations in a highly controlled time critical and risk sensitive environment supporting both local and European business units.

The function brings together Internal Controls and Data Administration forming a central control hub responsible for safeguarding the integrity of client data financial records system access and regulatory compliance across a broad product set.

The role requires the job holder to manage:

• A wide and diverse control agenda spanning daily BAU regulatory commitments audit interactions and transformation initiatives.

• Activities that are both high volume and ad hoc often requiring rapid investigation sound judgement and decisionmaking with limited initial information.

• Ongoing change and transformation including Group standardisation automation and core banking programmes while maintaining service continuity and control integrity.

The position demands a hands on operational leader who can balance delivery risk management people leadership and strategic improvement in a small but critical team environment.

Candidate Specification:

Knowledge

Strong working knowledge of Operations or Treasury Operations activities including reconciliations payments confirmations static data systems access and control frameworks

Solid understanding of operational risk management internal controls segregation of duties and regulatory environments in a banking context

Familiarity with core banking and operational systems such as URBIS SWIFT SCV and associated reporting desirable

Awareness of Lean Six Sigma principles process optimisation and continuous improvement methodologies

Experience

Extensive experience (typically 10 years) within Operational Support / Audit Background/Treasury Operations preferably within an investment or international banking environment

Proven people management experience including performance management coaching and capability development

Demonstrated experience managing controls reconciliations audit interactions RCSA and regulatory deliverables

Experience supporting process change automation or systems transformation initiatives desirable

Experience with collateral management

Good general knowledge of the banking and IT system environment

Sound working knowledge of the segregation of duties concept as part of the overall control environment within the workplace

Personal Attributes

In a small unit must be prepared to take a hands-on approach to the work to always ensure adequate coverage

Strong attention to detail structured thinking and ability to operate effectively under pressure

Confident decision maker with the ability to work with limited information while maintaining control integrity

Pragmatic delivery focused and solution oriented with a clear ownership mindset

Credible communicators able to challenge influence and collaborate across senior stakeholders

This role is based in the office 5 days per week.

Equal Employment Opportunity

Bank ABC is committed to the principles of equal employment opportunity for all employees and applicants and in accordance with applicable laws does not discriminate on the basis of sex gender identity gender expression race color religion national origin ancestry age marital status disability medical condition sexual orientation or on any other basis prohibited by law.

We welcome applications from people with disabilities and are committed to providing reasonable adjustments where necessary to make interviews and jobs more accessible. Should you have any difficulty during the recruitment process require any reasonable adjustments or an application to Access to work please contact the recruitment lead.