CDD Team Leader in Milton Keynes

About Allica Bank

Allica is the UK’s fastest growing company - and the fastest-growing financial technology (Fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in Fintech. Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers.

Department Description

Operations in banking like in every other firm is established to carry out all the day-to-day transactions of the business. The Operations function within Allica has wide-ranging responsibilities supporting the customers of all product lines (Commercial Mortgages, Asset Finance, Deposits and Payment Account with aligned card activity), alongside our own internal stakeholders. We are particularly focused on the following, ensuring that the bank adheres to all relevant Regulatory requirements and our own internal policies and procedures at all times:

• Slick digital account opening, and in life servicing.
• Customer contact via telephony, email and in-app communications.
• Payment and reconciliation activity.
• Treasury operations.
• Customer due diligence through Know Your Customer, Know Your Business.
• Lending pipeline management.
• Quality assurance and control.
• Issue resolution.
• Effective record keeping and data management.
• Support of all change initiatives.

Role Description

The core purpose of the Team Leader role is to ensure the best possible customer experience for Allica’s Due Diligence (KYB/KYC) process from Onboarding to Ongoing due diligence. Working closely with all areas of the business including Business Relationship Managers, Underwriting and Asset Finance, as well as being actively involved in workflow management of the team. The KYB team at times will also complete cases from end to end to help with peaks in workflow.

The Team Manager role includes:

• Recruitment and induction of any new team members.
• Team management; quality and productivity for BAU activity, Performance Management including training and development.
• Relationship management with 3rd parties and Allica contacts.
• Lending Squad engagement: providing requirements for continuous improvement and supporting successful delivery as required.
• Ensuring that any team trackers (Run the Bank, KYB workflow, campaign impact) etc. are all kept up to date and correctly completed.
• Workflow management – prioritising workflow, ensuring team adherence to SLAs, escalating if concerns or issues.
• Delegated authority – this could be for agreed 4-eye checks, payment approvals, drawdown sign-offs, etc.
• First point of contact for team queries, triaging before any escalation to Manager.
• Creation, maintenance and management of procedures for your area of the operation.
• Completion of QC on an ongoing basis – sharing best practice, highlighting areas requiring additional support / training.
• Strong skills with reporting, through Excel or other similar methods e.g. SharePoint, SQL.

Principal Accountabilities

• You are able to manage your workload and working day to ensure adherence to the team’s service level agreements and quality expectations.
• Maintain good working relationships with areas of the business to ensure smooth and timely exchange of correspondence and communication.
• Able to build and maintain relationships with core internal stakeholders also, Underwriting and Business Relationship Managers being key.
• Maintain true and accurate records for each case including clear sanction audit trail.
• Ensure compliance with Bank’s policies, procedures and guidelines together with all appropriate regulatory and statutory requirements, implementing actions to protect the Bank’s business at all times.
• Adhere to the Bank’s brand and culture values, ensuring that all accountabilities are undertaken in accordance with the Banks policies and procedures, and good client outcomes form the basis of decisions made.
• Communicate relevant information to team members, senior management and other interested parties ensuring essential features of the situation are understood, enabling informed decisions to be taken where appropriate.
• Communicate with Introducers and Business Relationships Managers to gather any necessary documentation required to assess loan applications.
• Maintain clear and accurate internal records for MI and monitoring.
• Maintain and update customer records, including data entry into FMS, the Core Banking system.

Personal Attributes & Experience

• A strong customer service ethic: Experience of delivering a high standard of customer experience in a fast-paced environment.
• Experienced people manager; evidence of drive for a high performing team.
• Excellent analytical and problem-solving skills developed from a Commercial Mortgage based background.
• A robust knowledge and working understanding of the commercial environment and lending pipeline management.
• A good level of financial and commercial awareness.
• A good understanding of Conduct and Treating Customers Fairly requirements relevant to Credit Operations.
• Excellent oral and written communication skills, along with strong relationship management skills as the role works closely with a number of internal and external stakeholders.

Working at Allica Bank

At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers. Our employees are at the heart of everything we do, so our benefits are designed with you in mind:

• Full onboarding support and continued development opportunities.
• Options for flexible working.
• Regular social activities.
• Pension contributions.
• Discretionary bonus scheme.
• Private health cover.
• Life assurance.
• Family friendly policies including enhanced Maternity & Paternity leave.

Don’t tick every box? Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you!

Flexible working

We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate.

Diversity

We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.