I was invited to take on this role, which has enabled me to gain wider experience in the Business Manager role by supporting the Head of the Customer Service Model and team.

Following the Bank’s relocation of my previous position I was invited to take on this interim role, which has enabled me to gain wider experience through working directly with Senior Managers and further develop my knowledge of banking services. In the role, I provide extensive day to day support to the Head of Services and a team of executives to organise their administration requirements as well as managing diaries, travel arrangements and setting up and coordinating business meetings.

In this team leadership role, I was responsible for teams of up to 15 direct reports and a wider team of 40 staff, responsible for managing their performance and motivating and encouraging their personal development. To achieve this I held regular 1:1 review meetings, provided feedback to my team, set aims and objectives and identified training needs. I was responsible for ensuring KYC and KYB processes and regulatory compliance were followed and embedding a risk compliant culture across the team. Other responsibilities included participating in regular strategy planning and process meetings, introducing and managing continuous improvement initiatives to improve efficiency and regularly reviewing processes to identify improvements, establishing and documenting operating procedures and controls. On the customer side I was responsible for ensuring any issues were resolved quickly and efficiently and providing Second Level Authorisation for account opening and payment authentication processes.

Responsible for delivering excellent service to large Corporate and Commercial customers, ensuring all customers’ banking and cash management requirements were met and supporting the banks’ Relationship Managers and Business Partners. I also attended customer meetings with Portfolio and Client Managers to discuss and review customer accounts and resolve any issues and ensured all KYC and fraud checks were followed correctly.

In a Customer Service role, I provided service and support to corporate customers, assisting with their everyday banking needs including providing statements, stopping cheques and responding to general enquiries via email and over the phone, resolving issues and accurately updating customers’ accounts as needed.