About the role

As an Assistant Manager, you will support with the day-to-day management of the Bank’s quality assurance including assisting with the oversight of Risk Management and Complaints processes, regulatory returns, regulatory client communications and operational activities.

The main responsibilities of the role include:

Assist with first line Quality Assurance for the Commercial Complaints processes, including:

• Overseeing all Banking complaints across Hampden products, ensuring consistency of approach to handling these
• Making sure we are compliant with all regulatory requirements whilst at the same time delivering a world class client experience
• Performing regular oversight reviews of client outcomes and root cause analysis, identifying any trends and collaborating with key stakeholders to drive improvements.

Assist with the management of the Risk Management Framework within Commercial, including:

• Supporting the frontline banking team to ensure that Risk Events and their impacts are identified, recorded, managed, and analysed.
• Working with key stakeholders, understand what actions are required to improve process, strength control, making the Bank safer for clients and stakeholders.

Assist with the regulatory returns and regulatory client communications, including:

• Responsible for the accuracy and timely preparation of lending related regulatory returns in collaboration with Commercial and Finance amongst other stakeholders
• Support the preparation and presentation of client notifications including Interest Rate Changes, Annual Loan Statements and Annual Statement of Fees & Charges
• Identify and implement continuous improvement opportunities to streamline and integrate business processes, enhance controls and improve data quality.

The Company may require the role-holder to carry out additional duties from time to time which are mutually considered to be reasonable, having regard to the position. These may include

• Reviewing processes in relation to the Banking Team, updating of procedures and initiating any new procedures where necessary
• Assist with the implementation and delivery of the Training and Competence framework for the Commercial Team, ensuring all team members meet regulatory and professional standards
• Working closely with Risk & Compliance Teams to ensure there is alignment with second line requirements, improve data insights and strengthen strategies

Working closely in collaborations with Heads of Banking, Operational Teams and other functions across the Bank to enhance client service delivery and streamline processes.

About you

As an Assistant Manager, you will have:

• CeMAP qualified (desired)
• Experience of lending related regulatory returns e.g. PSD001/PSD007 (desired)
• Knowledge of relevant regulatory and compliance requirements within the banking industry
• Strong interpersonal and communication skills, with the ability to influence and collaborate with stakeholders at all levels
• Strong problem-solving and decision-making skills, with the ability to analyse complex information to identify and manage resolution of issues

About us

At Hampden Bank we provide private banking as it should be: approachable, accessible expertise delivered through loyal, long-lasting client relationships. Personalised service is at the core of our business, with a culture that is built on relationships. We take the time to get to know our clients to help them achieve their aspirations.

Why join us

As a growing and ambitious company, we seek people to join our team who share our values; Proud Ownership, Absolute Integrity, Total Inclusivity, Winning Teamwork and Purposeful Growth. 

We are committed to an inclusive culture where everyone is comfortable to be their authentic self. We recognise, value and respect diverse cultures, knowledge, and identities. We work together to ensure collaboration, development, and success for everyone, supporting them to thrive and reach their potential.

We offer exciting career opportunities through professional and personal development, and have an extensive range of benefits you can enjoy.

To apply

Please submit your CV by the closing date. Please remember, on occasion we do receive more applications than expected we may bring the closing date forward, so please do apply promptly.

If you require reasonable adjustments to be made during the recruitment process, please let us know by contacting the People Team and we will endeavour assist you.

If you are excited about this opportunity and think you can bring value to the role and Hampden Bank, but your experience does not align perfectly with every aspect of what we are looking for, we would be happy to hear from you.

If you have any questions or are interested in learning more about the role, please contact the People Team and we will get back to you as soon as possible.

Hybrid working / flexible working

We support hybrid working and our policy is that colleagues spend at least 60% of their working week in the office to connect and collaborate with their colleagues.

We are open to considering requests from candidates who are looking for flexible arrangements. Please talk to us at interview about the flexibility you are looking for, and we will explore what is possible for the role. We cannot promise to meet every request, but we will not judge you for asking.