Head of Operational Support

Lead and manage the Operational Support Department in covering the roles of Data Administration, System Security and Internal Control Functions.

What You Will Be Doing

• Overall responsibility for the departmental day to day tasks.
• Manage and co-ordinate the team to ensure that the following areas are covered:

Operational Leadership & BAU Delivery

• Overall accountability for the day-to-day management of the Operational Support function, encompassing Internal Controls, Data Administration and System Security, ensuring activities are delivered accurately, timely and in line with ABCIB and Group standards.
• Lead and coordinate teams responsible for Nostro, SCV, Suspense Accounts, Overdrawn Accounts, Stock, FOBO and Balance Sheet Reconciliations, ensuring timely resolution, ageing control, escalation and compliant commentary.
• Ensure daily, weekly and monthly MI, Unit Process Times (UPTs) and capacity metrics are accurate, reviewed, explained and used to drive productivity, resourcing and service stability.

Risk, Control & Governance

• Own and maintain a strong first-line risk and control environment, including effective execution of RCSA, ORE management, QA / dip testing, audit actions and regulatory commitments.
• Ensure operational risks are identified, assessed, mitigated and escalated appropriately, with trends analysed and lessons learned embedded within BAU processes.
• Maintain all procedures, process maps and control documentation, ensuring alignment with Group Standards, Project Harmony, One Bank and Core Banking transformations.

People Leadership & Capability Building

• Direct responsibility for line management, performance management, coaching, succession planning and development of the Operational Support team, supported by documented 1:1s, reviews and action plans.
• Own and maintain a robust Skills Matrix, ensuring cross-training, resilience, adequate cover and reduction of single points of failure across all critical processes.
• Ensure new joiners are onboarded effectively, including systems, controls, procedures, LSS awareness and mandatory training completion.

Process Improvement, Automation & Cost Efficiency

• Champion Lean Six Sigma adoption, continuous improvement and waste reduction, driving efficiency, quality improvements and measurable cost savings via Fikra ideas portal.
• Ensure that all elements of the Lean Journey are delivered to the standard and timelines as dictated by the Business Process Manager.
• Identify, propose and support automation, RPA, AI and low-code solutions to eliminate manual, repetitive and high-risk activities, working closely with IT and Transformation teams.

Stakeholder & Change Management

• Act as a key operational interface with Finance, Treasury, Trade Finance, Risk, Compliance, Internal Audit, IT and external service providers, ensuring effective coordination and issue resolution as and when required.
• Support new products, system changes and regulatory initiatives by providing operational expertise, control design and implementation support.

Accountabilities and Deliverables of the Role

• Oversee the effective delivery of all Internal Controls, Data Administration, and System Security activities, ensuring compliance with ABCIB and Group standards.
• Ensure FOBO (Front Office & Back Office) reconciliation is done on a daily basis before 10am cut off time.
• Lead and manage the daily and monthly Nostro reconciliation processes, ensuring timely resolution, escalation, and robust commentary for outstanding items as per group standards.
• Manage and run the Single Customer View (SCV) certifying accuracy of data with robust controls in place, and ensuring compliance with Financial Services Compensation Scheme (FSCS) obligations.
• Monitor and review the Suspense and Overdraft account and ensuring correct placement of funds along with justifications.
• Monthly analysis of all stock and repos, any discrepancies are to be investigated and resolved.
• Balance Sheet Substantiation is a critical control process where the Operations Support team ensures that all balances reported on the bank’s balance sheet are accurate, complete, and fully supported by underlying records / evidence quarterly.
• Maintain a strong first-line risk and control environment, including timely completion of RCSA and effective management of OREs and audit actions.
• Manage the System and Folder recertifications for the department ensuring compilation of the task by target dates.
• Conduct and oversee regular Quality Assurance (dip testing) and ensure findings are addressed promptly.
• Ensure prompt and accurate responses to system amendment requests, maintaining full audit trails for all access and control changes.
• Monitoring of Housekeeping and the Swift GPI on a weekly basis, reviewing the reports sent by Group Head Office.
• Maintain up-to-date awareness of bank systems and processes, ensuring access permissions and data controls are robust and appropriate.
• Lead structured daily team meetings to foster collaboration and effectively manage BAU tasks.
• Schedule monthly 1:1s with every team member in the diary with documented notes and accompanying tracked actions plans.
• Daily and Quarterly MI’s to be produced and sent out on time, MI data to be accurate and complete.
• Produce, review, and act on management information, Key Risk Indicators (KRIs), and capacity metrics to drive operational performance and resource planning.
• Drive alignment and standardisation of processes to support the delivery of a Group standard Target Operating Model.
• Ensure all departmental procedures, process maps, and control documentation are current, accurate, and aligned with Group policies and transformation initiatives.
• Identify, assess, and report gaps, weaknesses, or breaches in regulatory requirements or internal standards, implementing corrective actions as required.
• Collaborate with internal and external stakeholders to foster a culture of compliance, risk awareness, and operational excellence.
• Manage vendor relationships for core systems, ensuring service quality and compliance with audit requirements.
• Champion Lean Six Sigma and continuous improvement initiatives, supporting both departmental and individual LSS training and project delivery.
• Identify, manage, and report on process improvement and automation initiatives to reduce costs and enhance quality.
• Manage recruitment, training, performance appraisals, and development of direct reports, ensuring a robust skills matrix.
• Support the development and deployment of operational best practices, collaborating with European branches to centralise and optimise functions where possible.

Candidate Specification

Knowledge

• Strong working knowledge of Operations or Treasury Operations activities, including reconciliations, payments, confirmations, static data, systems access and control frameworks.
• Solid understanding of operational risk management, internal controls, segregation of duties and regulatory environments in a banking context.
• Familiarity with core banking and operational systems such as URBIS, SWIFT, SCV and associated reporting desirable.
• Awareness of Lean Six Sigma principles, process optimisation and continuous improvement methodologies.

Experience

• Extensive experience (typically 10+ years) within Operational Support / Audit Background/Treasury Operations, preferably within an investment or international banking environment.
• Proven people management experience, including performance management, coaching and capability development.
• Demonstrated experience managing controls, reconciliations, audit interactions, RCSA and regulatory deliverables.
• Experience supporting process change, automation or systems transformation initiatives desirable.
• Experience with collateral management.
• Good general knowledge of the banking and IT system environment.
• Sound working knowledge of the ‘segregation of duties’ concept as part of the overall control environment within the workplace.

Personal Attributes

• In a small unit, must be prepared to take a hands-on approach to the work to always ensure adequate coverage.
• Strong attention to detail, structured thinking and ability to operate effectively under pressure.
• Confident decision maker with the ability to work with limited information while maintaining control integrity.
• Pragmatic, delivery focused and solution oriented, with a clear ownership mindset.
• Credible communicators able to challenge, influence and collaborate across senior stakeholders.

This role is based in the office 5 days per week.

Equal Employment Opportunity

Bank ABC is committed to the principles of equal employment opportunity for all employees and applicants and, in accordance with applicable laws, does not discriminate on the basis of sex, gender identity, gender expression, race, color, religion, national origin, ancestry, age, marital status, disability, medical condition, sexual orientation, or on any other basis prohibited by law. We welcome applications from people with disabilities and are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible.