Vacancies

Senior Customer Service Advisor

We're looking for a Senior Customer Service Advisor to join our growing team.

You will assist in the day to day management of the Operations and Deposits team and be responsible for providing an exceptional service to all customers, establishing and meeting their needs. You will provide administrative support and maintain accurate records.

To excel in this role you will have proven experience in a similar role along with 5 GCSEs (or equivalent) at Grade C or above, including Maths and English. You will be organised with strong communication skills and the ability to work under pressure.

Please see below for a full job description or to apply.

General Purpose

• To assist in the day to day management of the customer facing resources of the Operations and Deposits Customer Services team to meet the Company’s objectives.  Provide exceptional customer service to all customers establishing and meeting their needs. To provide administrative support and maintain accurate records.
• Reports to the Head of Operations.

Key Tasks and Responsibilities

• To assist in the management of day-today activities of the deposit and fiduciary account within Operations and Customer Services team.
• Monitor and report on the administration duties for deposits and highlight issues and ensure accuracy levels are maintained throughout the team.
• Assist in the effectiveness and efficiency of the administration of deposits through continuous improvement to processes and procedures.
• Manage the complaint handling process ensuring all complaints are resolved in a timely manner and in line with internal policies and procedures.
• To provide administrative support primarily for all areas of the Operations & Customer Services team or as instructed by line management.
• Answer the telephone and deal with customers queries in a professional way.
• Production of deposit taking documents to agreed standards.
• Meet with customers face to face and explain requirements, product and services.
• Help customers complete application forms or documentation and explain and collate Anti Money Laundering and CDD document requirements.
• Accurately document, complete and create payments for relevant customers and third parties as required.
• Log information on calls received and create payments for relevant customers and third parties as required.
• To ensure all administrative duties are accurately maintained in all related systems, files and Data.
• General administration to support the day to day operation of the business. Ownership of more complex queries.
• Meet with customers face to face and explain requirements about product and services.
• Responsibility for increasing technical knowledge of the teams and maintaining high levels of technical competence across the team.
• To assist in the implementation of new products and ensure training is provided to the Operations and Customer Services Team.
• To maintain your own work area in a tidy and business like condition. 

Principle Accountabilities

People Management

• Contribute to team development and growth of team strength
• Contribute to the training and motivation of the team to ensure first class customer service
• Flexible personal approach when responding to customers, colleagues and the business overall

Support for Continuous Improvement

• Contribute to the process of continuous improvement by identifying and escalating/actioning ideas as appropriate
• With the assistance of line management develop ideas that improve business performance and establish best Practice

Achievement of Service Standards

• Ensure the quality delivery of services to customers colleagues and other areas of the business
• Analyse complaints received and implement solutions to improve future service
• Ensure rapid resolution of any problems that impact on service standards

Continuous Professional Development

• In association with line management, agree any personal training and development needs to ensure personal knowledge and skills are developed appropriately

Relationship Building

• To build and maintain flexible working partnerships both internal and externally

Knowledge and Experience

• 5 GCSEs (or equivalent) at grade C or above, including Maths and English
• A proven experience in a similar administrative role with appropriate skills and knowledge.
• Understanding and knowledge of the internal and external regulatory requirements relating to the role.

Skills

• A sound all round education with excellent customer service skills
• Good organisational and communication skills
• Good verbal and numerical skills
• Ability to work under pressure
• Good working knowledge of Microsoft Office packages
• Planning and organisational skills
• Interpersonal skills to allow ability to maintain relationships
• Work produced to high quality standards with a Professional detailed conscientious approach to work

Working Relationships

• Liaison with all areas of the business including compliance, credit, finance, debt recovery and company secretary
• To liaise with third party suppliers and vendors (banking and lending system)

Decision Making Authority

• Mandated signatory in accordance with the delegated authorities

Competency Framework

• Customer Focus - Level 3
• Teamwork - Level 2
• Communication - Level 2
• Adaptability and Learning - Level 2

IT Support Engineer

We are recruiting and on the lookout for an IT Support Engineer.

Providing effective IT assistance across all aspects of the business you will be an integral part of the IT team. You will be the first point of contact for all IT and business as usual requests via the IT ServiceDesk and the Bank’s lending system, ensuring resolution and closure of all tasks. You will also assist in supporting and maintaining the Microsoft operating systems, general maintenance and repair of all IT-related hardware and software.

To excel in this role you will have proven IT experience and hold a relevant IT qualification. You will be highly motivated and able to work under pressure to meet tight deadlines.

Please see below for a full job description or to apply.

General Purpose

Provide effective IT assistance across all aspects of the business and provide back up and support to the IT team.  As an integral part of the IT team, you will be the first point of contact for all IT and business as usual requests via the IT ServiceDesk and the Bank’s core system’s through to resolution and closure.

You will also assist in supporting and maintaining the Microsoft operating systems, general maintenance and repair of all IT-related hardware and software.

Key responsibilities

• To manage the IT ServiceDesk tickets on a daily basis 
• Participating in the monitoring of issues in conjunction with other areas of IT to develop, maintain and improve service levels
• To provide onsite support for software and hardware related incidents
• To deliver a high quality customer facing service through maintaining availability of services to IT users
• Effectively communicate with employee or third party during the entire support process.
• Accurately input information into the Service Desk system
• Liaise with third party companies (IT vendors and supporting systems) to ensure delivery of service is consistently maintained
• Follow IT processes to ensure SLAs are met
• Support ad-hoc project requirements
• Support major change projects
• Keep abreast of techonology developments
• Assist in the development and production of knowledge base articles and standard operating procedures when required
• You may be required at times to assist with other areas of IT to cover Annual leave

Knowledge, Experience and Skills

• 5 GCSEs (or equivalent) at Grade C or above including Maths and English
• A relevant IT qualification
• A strong understanding of Windows operating systems
• Virtual environment (VMWare / SAN / etc.)
• Active Directory
• Microsoft Exchange
• SQL Servers & Database Maintenance
• SUN Accounts and Q&A
• Network Services, Hardware, Power and Cabling
• Core banking applications an advantage
• Core lending applications an advantage
• Experience with Virtual Cabinet document management an advantage
• Competency in support of MS Office suite
• Knowledge of Anti-virus applications
• Knowledge of Backup applications
• Strong problem solving capability
• Highly motivated individual
• Can demonstrate a passion for customer service
• Can demonstrate a passion for personal development
• Ability to work under pressure and to tight deadlines
• Must be have excellent documentation skills
• Ability to work as a team as well as an unsupervised individual

Working Relationships

• Liaising with other departments in the business on regular basis
• Other members within the IT team
• Responding to external customers and suppliers
• Liaising with 3rd party clients and suppliers used by the business

Competency Framework

• Teamwork – Level 2
• Communication – Level 2
• Adaptability and Learning – Level 2
• Judgement – Level 2

Business Risk Manager

We have a unique opportunity for a Risk Manager to join Conister Bank, part of the AIM listed financial services company, Manx Financial Group PLC.

Reporting to the Group’s Head of Risk and Compliance you will develop and maintain an effective Risk Management Framework that supports banking license requirements. You will be expected to embed the Risk Management Framework across all lines of defence, completing a programme of Risk and Control Assessments across the business. This position has the option to work remotely or within our IOM or UK offices.

To excel in this role, you will have:

• proven experience in a risk or governance role within a large financial serves business, preferably with direct exposure at Board level;
• sound knowledge of FCA and associated prudential rules as they relate to consumer credit markets and banks;
• in-depth working knowledge of risk management frameworks and techniques; and
• ability to interact with regulatory bodies as the subject matter expert regarding the risk management framework.

In turn, you can expect the salary and benefits to be commensurate with the role.

Please see below for a full job description or to apply.

General Purpose

• Development and maintenance of an effective Risk Management Framework that supports FCA/PRA and FSA Banking licence conditions (in line with Key Responsibilities detailed below).
• Embedding the Risk Management Framework across all lines of defence, leading a programme of Risk and Control Assessments across the business.
• Support the Directors, the Head of Risk and Compliance and other Senior Managers in discharging their duties under the Controlled Function and Senior Managers Certification Regimes.

Key Responsibilities

• Manage a programme of Risk and Control Assessments across the Bank, focused on identifying missing, weak or redundant controls.
• Support any remedial activity required to enhance controls, advising on  design, documentation and implementation of more robust controls.
• Using RCAs to develop a Key Control monitoring programme, including the design of testing programmes and reporting.
• Actively develop key risk metrics and risk reporting in conjunction with the Chief Operating Officer and the Finance Director to provide insights to credit, operational and conduct risks.
• Investigate and recommend suitable solutions for the digitalisation of the risk management framework, ensuring that they support both recognised risk management methodologies and business need.
• Develop and regularly prepare formal reports for internal Committees, ARCC and Board on planned, in-progress and completed activity.  Present reports to internal Committees, ARCC and Board as required.
• Provide the Risk Management Committee, Audit Risk and Compliance Committee, and subsidiary Boards with an objective evaluation of the adequacy and effectiveness of internal control and the risk management framework.
• Work actively and collaboratively with the business to ensure a consistent and integrated approach is applied to risk management, embedding the use of risk management tools in the First Line of Defence; train and coach employees on the key concepts of risk management to foster a positive risk management culture.
• Manage a robust incidents and events framework, capturing errors, losses, and operational complaints – assessing root cause, assisting with effective remedial action actions, and analysis and reporting.
• Management oversight for key risk policies eg fraud, business continuity, incidents & breaches.
• Conduct control audits/investigations as required, identifying and assisting with the resolution of risk issues.
• Assist with general risk matters and enquiries from the business and external advisors or regulators.

Knowledge, Experience and Skills

Experience

• Proven experience in a risk or governance role within a large financial services business, preferably with direct exposure at Board level within that organisation.
• Relevant risk management qualification at Level 4 or above (this could include relevant accountancy or banking qualifications) preferred
• Sound knowledge of FCA and associated prudential rules as they relate to consumer credit markets and banks.
• Experience of risk management and risk reporting, preferably in an organisation with multiple business lines and geographies. 

Skills

• Strong verbal and written communication skills – able to translate complex ideas for varied audiences in a manner that is clear, simple and effective.
• Mathematically minded with strong analytical skills – able to source and assess data to build effective risk metrics that given real time insight into control performance; and then to interrogate that data to assess and address root cause.
• Skilled at influencing key stakeholders.
• In-depth working knowledge of risk management frameworks and techniques, with the ability to select appropriate methodologies to apply to a rapidly moving business.
• Ability to interact with regulatory bodies as the subject matter expert regarding the risk management framework.
• Ability to work independently and manage own workload under pressure.
• Strong strategic and analytical thinking, with a focus on efficient problem solving.
   

Principle Accountabilities

Report to and work under the direction of the Head of Risk and Compliance.

Working Relationships

• Independent and direct access to the Group’s responsible officers.
• Approved access to all business lines and support departments, with the authority to examine business processes, documents and speak to any member of staff in order to accomplish stated objectives.

Decision Making Authority

• Empowered to make basic administrative decisions.
• All other decisions to be ratified by the Head of Risk and Compliance.

Competency Framework

• Planning and Accountability - Level 4
• Adaptability and Learning - Level 3
• Judgement - Level 4
• Communication - Level 4
• Teamwork - Level 4

Head of Credit Risk

We have a unique opportunity for a Head of Credit Risk to join Conister Bank, part of the AIM listed financial services company, Manx Financial Group PLC.

Reporting to the Bank’s Credit Committee you will join our Senior Management Team and will lead and manage a team of experienced Underwriters. You will be expected to analyse and assess credit proposals prior to their submission to our Credit Committee and Board, and you will be responsible for challenging credit policies, processes and controls. This position has the option to work remotely or within our IOM or UK offices.

To excel in this role, you will have:

• a proven track record in a senior credit risk role within the financial services industry;
• an in depth understanding of financial statements and the principles of lending;
• an excellent understanding of the relevant IOM and UK Regulatory requirements relating to the provision of credit facilities; and
• have dynamic leadership and management skills.

In turn, you can expect the salary and benefits to be commensurate with the importance of the position.

Please see below for a full job description or to apply.

General Purpose

The Head of Credit Risk will be experienced in all credit products including Structured Finance, Asset Finance, Regulated and Non-Regulated Lending. The jobholder will be required to conduct credit assessments in accordance with delegated limits ranging from £500K and above.

The jobholder will be required to analyse and assess credit proposals received from customers/partners prior to submission to the Credit Committee and the Conister Bank Limited Board (and its subsidiary Board).

To liaise with colleagues across the business to ensure all relevant credit policies are being adhered to and to ensure teams are working to service levels for excellent customer service.

The jobholder will have the opportunity to challenge credit policies, processes and controls and will have line management responsibility for the Credit team.

Key tasks and responsibilities

• Lead, manage and coach the Credit Team.
• Monitor and ensure optimal resource allocation amongst the Underwriters.
• Critically and objectively assess and challenge credit applications prior to submission to Credit Committee and the Conister Bank Board.
• Analyse affordability measures, financial crime risks and fraudulent applications, and credit backgrounds.
• Provide industry regulatory expertise and understanding to the business in order to strengthen future credit and risk frameworks.
• Produce reports on trends, volumes and data relating to applications to the Board and Senior Management Team.
• Adhere to the Credit Policy, credit guidelines, service levels in accordance with the Banks Underwriting Authority Mandate (“UAM”).
• Make credit recommendations to the Credit Committee for proposals in line with the Banks UAM.
• Work with all Divisions (IOM, UK broker and UK wholesale) to maximise opportunity.
• Assist the Credit Committee and COO to ensure the Credit Policy is current and provide recommendations on improvement and enhancements to Credit Policy and credit guidelines.
• Assist the COO in automation of credit process and decisioning where applicable.
• To build and maintain flexible working partnerships both internal and externally.
• Promote and adhere to the Company’s culture and values.
• Identify and drive own and team members’ personal career development needs through self-analysis and feedback from others.

Principle Accountabilities

• To the Chief Operating Officer, Isle of Man
• Credit Committee
• Conister Bank Limited Board

Knowledge, Experience and Skills

• Professional qualification is desirable.
• Proven experience working in a senior credit role within the financial services industry or specific Wholesale Finance experience.
• Strong leadership and management skills.
• In depth understanding of financial statements and principles of lending.
• Excellent understanding of the relevant UK Regulatory requirements relating to the provision of credit facilities and KYC processes in these jurisdictions.
• Excellent interpersonal and communication skills are essential as this role will involve influencing at all levels.
• Ability to work under pressure.
• Planning and organisational skills.
• Active listening and questioning skills, with the confidence to objectively challenge.
• Highly numerate and proficient in MS Office.

Working Relationships

• Conister Bank Limited Board
• Credit Committee
• Executive Committee
• Executive Directors Conister Bank and subsidiaries
• Compliance & Risk, Credit and Operations
• Third parties: lawyers, accountants, auditors etc.

Decision Making Authority

• As detailed in Underwriting Authority Mandate and in accordance with the Credit Policy.

Core Competencies

• Customer Focus - Level 4
• Teamwork - Level 4
• Communication - Level 4
• Adaptability and Learning - Level 4
• Planning and Accountability - Level 4
• Personal Accountability and Ownership - Level 4
• Judgement - Level 4