Head of Service Strategy and Optimisation NEW

Arbuthnot Latham
Head of Service Strategy and Optimisation

Arbuthnot Latham has been associated with banking since 1833. We combine private and commercial banking, wealth planning and investment management. We believe in traditional relationship and service led banking powered by modern technology.

Job purpose

The main purpose of this role is to deliver a positive and seamless service experience for clients and colleagues by enhancing our capabilities through new technologies and optimising existing systems and processes whilst maintaining the key principle of being a relationship led bank. Engaging with cross functional teams to understand the needs of the client and business and using knowledge of industry advancements you will be responsible for the client service aspect of the Banks transformation roadmap.

Key Responsibilities

• Create and deliver a Client Service Strategy that will drive a focus across the Bank on the end to end client service across key journeys for private, commercial and wealth management clients, ensuring a seamless and operationally effective experience for clients for cross functional processes
• Own the client journey mapping and responsible for enhancing and maintaining documentation, ensuring it maximises the client service experience and remains relevant, achievable and is in line with the business strategy and goals
• Identify opportunities for technology and process improvements relating to client service journeys ensuring solutions meet the needs to the client, business and regulatory frameworks
• Agree the prioritisation on system features and process changes to be delivered that will enhance client service
• Foster a culture of continuous improvement and innovation relating to client service and deliver relevant changes in conjunction with relevant technical and business teams
• Engage with senior leaders to understand business strategy, goals and client needs
• Establish and lead working parties and project teams for requirements gathering and delivery and ensure the solutions are aligned with the Bank’s digital transformation principles and Business and Information Technology architecture
• Assess the impacts of system and process changes and drive effective communication and training of changes to impacted business areas
• Conduct cost/benefit and impact assessments, and build the business case for change. Present proposals for approval to relevant committees and meetings and secure stakeholder buy in
• Design and own the reporting requirements and establish relevant MI to provide data driven insights in client service and demonstrate improvements in service levels, including business benefits. Interpret results and create plans to address areas of concern.
• Providing subject matter expertise in projects involving client service and engaging in working groups and governance committees as agreed within the project governance
• Attend industry conferences and understanding product roadmaps from key suppliers, using information gathered to input into the client service strategy
• Deliver innovative ways to communicate the client service strategy and benefits to the wider bank ensuring relevant content is maintained and up-to-date
• Ensure effective collaboration with internal & external suppliers and partners to meet business needs and timescales for agreed deliverables
• Track, monitor and follow the progress of action items that emanate from internal meetings and committees in order to ensure that key deliverables are achieved within set time frames
• Effectively manage a small team in line with Bank policies and standards
• Responsible for managing risks inherent to the role by diligently observing internal policies and procedures

Key Interfaces:

• Chief Operating Officer
• Heads of Business Areas / Directors
• Client Insights Manager, Marketing
• Senior representatives of Private & Commercial Banking and Wealth Management
• Heads of Platform
• Business Architect
• Project Managers and SMEs

Person Specification Knowledge/Experience/Skills:

• Prior experience as a leader within the Private Banking / Wealth Sector relating to client service
• Experience in documenting end-to-end client journeys
• Experience of using process optimisation techniques to identify opportunities that improve the client service experience and accommodate a target operating model design
• Experience of managing and co ordinating projects, process analysis and implementing operational process changes
• Experience of collaborating with senior leaders
• Knowledge of key regulations relating to Financial Services

Qualifications:

• Client Focus
• Planning and reviewing
• Leading Others
• Influencing Others
• Creativity and Innovation
• Communication & confidence

About Us Life, Work and Benefits

Arbuthnot Latham is committed to equal opportunities for all staff and candidates. We embrace inclusion & diversity and understand why they are critical for the success of our business and people.

• Competitive salary, pension & holiday allowance
• BUPA Health cover
• 4x Life Assurance
• Discretionary bonus
• Market leading maternity/paternity and menopause policies

Data Privacy and Reasonable adjustments

We take keeping your data security seriously. For more detail on how we may keep your data please refer to our Privacy Notice

Reasonable adjustments

Please let us know of any adjustments or arrangements that you may need to help you apply to this role or that will help you during the recruitment process. If you wish to discuss any particular requirements or concerns you have because of a disability or medical condition please contact us at . Information you provide about any disability or medical condition will remain confidential unless it is necessary to disclose it to other members of staff or outside agencies to ensure the health and safety of yourself and others, or to implement the adjustments you require. In these circumstances we will first discuss with you how and to whom the information may be disclosed.