The Role

The Team Leader will manage a fast-paced, multi-functional team responsible for client administration and communication, aiming to deliver excellent customer service. The focus will be on leading the team to ensure safe and efficient processing, proactively managing client relationships, and maintaining and developing key relationships to support the group’s strategy.

Key Responsibilities

Leadership & Team Environment:

• Foster an inspiring team environment with open communication and promote a “one team” ethos across Client Services.
• Serve as a role model within Client Services, exemplifying best practices and professional behaviour.
• Set clear team and individual goals, ensuring alignment with organisational objectives.
• Delegate tasks effectively and set realistic deadlines for the internal team.
• Oversee the day-to-day operations of the team, ensuring smooth workflow and high productivity.

Guidance & Mentorship:

• Provide guidance, support, and mentorship to team members, ensuring efficient and effective onboarding processes.
• Identify training needs within the team and develop appropriate training programs to enhance team members’ knowledge and skills in areas such as customer care and AML compliance.

Compliance & Risk Management:

• Utilise expertise in AML regulations to operate and enhance robust procedures that align with industry standards and best practices.
• Ensure compliance with all applicable laws, regulations, and internal policies.
• Conduct comprehensive risk assessments on prospective clients to identify potential money laundering, fraud, and other illicit activities.
• Analyse customer information, transaction patterns, and other relevant data to make informed decisions.
• Oversee the due diligence process for new and existing clients, including KYC (Know Your Customer) procedures, enhanced due diligence, and ongoing monitoring. Ensure accuracy and completeness of client information and documentation.

Collaboration & Continuous Improvement:

• Liaise with cross-functional teams, including Compliance, Legal, and Group Risk, to address compliance-related issues and streamline processes.
• Foster a collaborative environment to promote knowledge sharing and continuous improvement.
• Contribute to a proactive working culture and be part of an innovative approach to problem-solving.

Performance Monitoring & Development:

• Monitor team performance and report on key metrics, ensuring transparency and accountability.
• Listen to team members’ feedback and resolve any issues or conflicts promptly.
• Develop the team in all areas of excellent customer service, ensuring high standards are maintained.
• Embrace change positively and oversee management and quality control, ensuring successful delivery of key strategic and tactical change programs.
• Ongoing contribution to the local risk owner structure, ensuring robust risk management practices.

FULL ROLE PROFILE