Head of Operational Support in London

THE COMPANY: Our client is a leading provider of Trade Finance, Corporate & Institutional Banking. They are looking for a Head of Operational Support to lead and manage the department in covering the roles of Data Administration, System Security and Internal Control Functions.

THE RESPONSIBILITIES:

• Oversee the effective delivery of all Internal Controls, Data Administration, and System Security activities, ensuring compliance with Group standards.
• Ensure FOBO (Front Office & Back Office) reconciliation is done on a daily basis before cut off time. Any breaks on the day should be reported and escalated as per policy and procedure.
• Lead and manage the daily and monthly Nostro reconciliation processes, ensuring timely resolution, escalation, and robust commentary for outstanding items as per group standards.
• Lead and run the Monthly Nostro Overdue meetings.
• 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, 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.
• Monitor 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 action plans.
• Daily and Quarterly MI’s to be produced and sent out on time; MI data to be accurate and complete, checked and reviewed before submission to external stakeholders.
• 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.

EXPERIENCE REQUIRED:

• 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.
• 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.

For further information please contact Marcus Courtney.