Operations Officer

Job Description

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  Qualifications, skills, and all relevant experience needed for this role can be found in the full description below.
  
• Position: Operations Officer

Reports to: Customer, Loans & Deposit Operations Lead

SMCR Status: Non-Certified

About Us:

We are not your run-of-the-mill bank. It's our people which makes us exceptional. Every individual here is valued - not just for what they do, but for who they are. We’ve built a culture rooted in purpose, passion, and a healthy dose of humanity.

Joining Alpha Bank London isn’t just about a career - it’s about connection. You’ll collaborate with colleagues from all walks of life, building bonds that last and networks that matter. It’s this blend of international reach and local expertise that makes us strong. Whether you’re starting out or stepping up. You’ll find responsibility, variety, and experiences that go far beyond what a boutique bank or a corporate giant could offer alone. Together, we amplify ideas, share knowledge, and create impact.

We believe in doing well and doing good. That means more than closing deals; it’s about making a difference for our clients, our communities, and each other. Because when one of us succeeds, we all succeed.

Ready to make your mark? Let’s do it. Together.

Role Summary:

The Operations Officer is responsible for delivering a high standard of service to both internal and external clients by managing account and loan processes, ensuring accuracy in data handling, and adhering to departmental procedures. The role involves resolving straightforward queries, escalating complex issues, maintaining compliance, actively supporting colleagues, and contributing to ongoing process improvements.

Key Responsibilities:

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• Handling straightforward problems or queries relating to Accounts (Opening, Maintenance and Closing); Payments or Loan processing (handling cases promptly and accurately); Escalating complex enquiries or problems to the designated departmental subject matter expert(s).

Checking and reviewing own work for completeness and accuracy, identifying and correcting any discrepancies or errors.

Handling/control own workflow; recognizing and acting on priority items.

Undertaking a range of data entry, extraction, verification and collection tasks in accordance with the departmental procedures manuals and policies ensuring that information is entered and processed in an accurate and timely manner.

Raising any non-compliance issues immediately with the Operations Lead.

Acting as a team player, supporting colleagues, sharing information and offering assistance when needed.

Continuously reviewing, championing and implementing process improvements.

Undertaking testing of system enhancements, as occurs

Taking responsibility for ensuring competency levels in all aspects of the role (including any subject matter expertise areas) are maintained and kept up to date and obtaining all necessary sign offs as and when required.

Proactively contributing to the Performance Planning and Review Process.

Cooperating with and helping colleagues across the business, performing other reasonable tasks as may be required from time to time.

Assisting the Operations Lead with:

Creating effective management information with suitable KPI’s

Workflow, which may include undertaking checking duties on colleague’s work

Embedding regulatory principles

Updating of departmental procedures

Process and administer mortgage accounts throughout the post-completion lifecycle, ensuring accuracy and compliance with internal policies and regulatory requirements

Maintain and update customer and loan account data across core banking and workflow systems

Action daily mortgage servicing tasks, including rate changes, payment adjustments, fees, and interest recalculations

Process customer instructions relating to mortgage servicing, including changes to direct debits, term amendments, and account queries

Handle redemptions and partial repayments, ensuring settlements are calculated correctly and completed within agreed timescales

Support the delivery of key ESIS (European Standardised Information Sheet) documentation

Produce and verify customer correspondence and statements, ensuring accuracy, clarity, and regulatory compliance

Understand and support customers requiring forbearance, applying appropriate solutions in line with regulatory guidance and internal policies

Compliance:

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• Comply with the Bank’s Conduct rules, as prescribed by the PRA and FCA including the most recent sixth conduct rule; “you must act to deliver good outcomes for retail customers.”

Maintain ‘Fit & Proper’ status required to fulfil role as a Senior Manager/Certification employee (if relevant.)

Comply with all relevant regulations as prescribed by the PRA and FCA including your role under the Bank’s undertaking to Operational Resilience.

Comply with the Bank’s policies and procedures as laid out in the Staff Handbook, the intranet, and other sources.

Manage all personal data and sensitive personal data in line with the General Data Protection Regulation and any associated Bank policies and procedures.

Uphold the purpose, values, and behaviours of Alpha Bank London at all times.

Experience and Knowledge:

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• Prior experience in Customer Service / Operations within a banking or financial services environment.

Proactive mindset and problem-solving capabilities.

Team player with the ability to work closely with others towards a shared goal.

Adaptability and ability to demonstrate a flexible approach in all areas of responsibility and willing to embrace new concepts and ideas.

Key Attributes:

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• Excellent Customer Service skillset – always courteous and helpful to clients (both internal and external); ability to anticipate client needs to achieve positive outcomes for all parties.

Prior knowledge and understanding of banking legislation, policies, processes and procedures.

Why Join Us?

You will experience our core values in action:

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• Innovation – Contribute ideas to improve processes and efficiency.

Collaboration – Work closely with a supportive team to achieve shared goals.

Excellence – Deliver accurate, high-quality work that makes a difference.

Delivery – See the results of your efforts in real-time operations. xwwtmva

Empowerment – Take ownership of your tasks and build skills for your next career step.