Head of Client Operations

Zenith Bank (UK) Limited.; Greater London; On-site; GBP 48,000 - 80,000; Full time

Job summary

Zenith Bank (UK) Limited (ZBUK) is a subsidiary of Zenith Bank PLC, focusing on intermediary banking between Nigeria and Europe. The role oversees the Client Operations team responsible for processing transactions across multiple denominations and ensuring SLAs and customer satisfaction.

You will lead a team, train staff, coordinate UATs, and collaborate with internal departments. The permanent position offers a salary up to £80,000 per year based on experience and a strong path for career

Qualifications

• Understanding of the Banking industry in Client Operations at a granular level.
• Digital literacy is essential for efficient workflow.
• Knowledge and continual awareness of regulatory requirements.
• Operations efficiencies – attention to detail/time management.
• Analytical thinking and problem-solving with a proactive approach.
• Strong communication and interpersonal skills.
• Client focus and collaborative mindset.
• Teamwork and cross-collaboration.

Responsibilities

• Process Payments for Corporates, Wealth Management Customers, Group entities, and other internal departments via Internet Banking/SWIFT/UK Clearing or other media.
• Adhere to internal and external SLAs for payment processing.
• Lead client operations project initiatives as they arise.
• Manage direct-report staff, train, evaluate, motivate and support them.
• Support system enhancements, arrange and allocate staff for UATs alongside BAU.
• Report all complaints, issues and near misses as they occur.
• Set training plans for the team and ensure actions are completed.
• Update the COO/Head of Operations on information for weekly Executive Committee meetings.
• Hold team and one-to-one meetings monthly.
• End of Day Queue Checking and Investigations.
• Timely handling of emails and processing of Retail Deposits.
• Speak to Retail Deposit clients professionally.
• Process Debit Card applications and provide support.
• Carry out various duties within Client Operations.

Skills

Banking operations

Digital literacy

Regulatory awareness

Attention to detail

Problem solving

Communication

Interpersonal skills

Teamwork

Job description

Zenith Bank (UK) Limited (ZBUK) is a subsidiary of Zenith Bank PLC, the most profitable bank in Nigeria with an established trajectory of superlative performance, as well a strong pedigree of innovation, resilience, and market dominance. On an annual basis, Zenith Bank PLC amasses a string of notable awards; one of the most recent being listed as the sole Nigerian brand on the World’s top 100 companies in 2023 by the World Finance Magazine.

Zenith Bank (UK) Limited (ZBUK) was set up with a clear strategy to leverage trade and investment flows between Nigeria and Europe, by providing intermediary banking services and facilities for trade-related working capital and capital expenditure.

Zenith Bank recognizes the importance of leveraging a highly skilled workforce to achieve its strategic and operational goals. The bank is committed to providing an environment that is conducive for effective performance by availing all staff the necessary learning opportunity. We value the well-being of our staff and we encourage them to strike a balance between their work and personal lives, thereby creating a healthy atmosphere for personal development and career success.

With the introduction of new services here in the UK and our unparalleled knowledge of business with Africa, our 5 year strategy ensures “Controlled Growth” as we aim to become the Bank of choice for businesses wishing to transact in the African continent.

Role Overview:

Manage members of the Client Operations team in the processing of transactions for various denominations of customers. Interaction with other areas of the Bank will be required to ensure SLAs and customer satisfaction targets are realised.

Role Responsibilities:

• Process Payments for Corporates, Wealth Management Customers, Group entities, and other internal departments. Received via Internet Banking/SWIFT/ UK Clearing or any other delivery media.
• Adhere to internal and external SLA’s for payment processing
• Lead client operations project initiatives that may come up from time to time
• To manage direct–report staff, to effectively train, evaluate, motivate and support them.
• Support system enhancements, arrange and allocate staff for UAT’s besides BAU.
• Report all complaints, issues and near misses as they occur.
• Set training plan for the team and ensure that actions are completed.
• Update the COO/Head of Operations on information required for the weekly Executive Committee meeting.
• Hold team meetings, one to one meetings monthly.
• End of Day Queue Checking
• Investigations
• Timely handling of emails
• Processing Retail Deposits
• Speaking to Retail Deposit clients in a professional and courteous manner
• Processing Debit Card applications and support
• Various duties within the Client Operations Department
• Testing of Flexcube system upgrades and newly released patch sets for Uk and Paris.

Skills/Knowledge Required:

• Understanding of the Banking industry in Client Operations at a granular level
• Digital literacy
• Knowledge and continual awareness of regulatory requirements
• Operations efficiencies – attention to detail/time management
• Analytical thinking and problem-solving skills maintaining a proactive approach
• Communication and interpersonal skills
• Client focus
• Teamwork and cross-collaboration

This is a permanent position, paying up to £80,000.00 based on experience.