Associate Director - Client Co-ordinator, Client Operations

JOB TITLE: Associate Director - Client Co-ordinator

SALARY: £65,000 - £79,000 (dependent on experience)

LOCATIONS: Birmingham / Edinburgh

HOURS: Full-Time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites

About This Opportunity

This is a fantastic opportunity for an Associate Director to lead our team who are innovating ways of working with our key client base in our Client Solutions Group business.

Working within Client Operations in Corporate & Institutional Banking (CIB) COO, you'll be leading a team of Client Co-ordinators who are building relationships with a portfolio of clients in our highest tiering. Operating on a proactive basis, the colleagues will be responsible for oversighting and supporting a clients interactions from initial engagement through to fulfilment in collaboration with servicing teams across our multiple divisions in the Group.

Working closely with the Service Transformation Director, you'll be integral in the launch of a new named contact model, focused on our top tier clients, aimed at proactive support to remove friction from a clients journey and using data insights from a range of servicing and product solutions across the business to improve how we deliver. This is viewed as a key pillar of achieving our ambitious growth strategy for CIB and will grow with the aim of delivering a truly end to end differential experience for clients.

Key Accountabilities:
 

As a leader of a team, you'll be responsible in the delivery of the following activity:

• Provide proactive oversight of all interactions for in-scope clients across every servicing and product journey within the Group.

• Delivery of proactive service reviews aimed at strengthening relationships with our clients

• Collaborate with clients to gather insights that support fulfilment and enhance service outcomes.

• Drive end-to-end efficiency by identifying and removing blockers in client journey interactions

• Engaging with key points of contact across the group to ensure we deliver against an enhanced service offering for the clients

• Apply subject matter expertise to resolve a variety of client queries at first point of contact

• Building knowledge of a range of journeys to help support clients overall service delivery

What You’ll Need

• Business & Commercial Insight: Understanding the range of needs of clients across Corporate Banking

• Communication: Strong interpersonal skills and communicator, able to influence and align partners across teams and functions.

• Partner Management Demonstrable capability of building strong working relationships in order to deliver for our clients

• Team Performance – Track record of directing team’s work efforts towards customer outcomes and continually reinforcing messaging around customer first. Experience in identifying additional customer needs and delivering solutions.

• Leadership - Experience in cultural change initiatives to support a client first approach

About Working For Us

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you!