Senior Analyst – Client Services Team

About the role

As a Senior Analyst you will supervise a team responsible for the timely and accurate processing of client data and transactions. To ensure that excellent client service is provided, and the expectations of Hampden & Co clients are met.

The main responsibilities of the role include:

• Ensure exceptional client service is maintained across the team, including but not exclusively:
• Unprocessed items handling and cheque management
• Current Account Switch Service
• Cards administration, including disputes and fraud
• Digital Banking administration
• Helpdesk service
• Ensure all work is processed by the team to the highest standard and in accordance with the bank’s procedures.
• Ensure Service Level Agreements are met.
• Maintain exceptional client service by enforcing quality and client service standards, analysing, and resolving quality and client service issues, identifying trends, and recommending process, productivity, and systems improvements.
• Regular review of all relevant policies and procedures to ensure they remain appropriate and continue to comply with all relevant legal, risk and regulatory requirements.
• Act as a subject matter expert and participate in project and change activities relevant to the team and the department.
• Deliver coaching and training to colleagues to create personal growth and career opportunities.
• Provide support and temporary absence cover for line managers and other colleagues.

About you

As a Senior Analyst you will have:

• Experience and knowledge of banking processes.
• Experience and knowledge of relevant UK regulations and directives as they apply to banking operations or similar operational functions.
• Experience of delivering excellent client service.
• Excellent communication skills.
• Excellent attention to detail.
• Excellent organisational and time management skills.
• Supervisory experience is desirable. 
• Ability to organise team priorities and workloads effectively.
• Ability to work accurately under pressure and meet deadlines.
• Chartered Banker or equivalent qualification is desirable.  

About us

At Hampden & Co, 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 & Co, 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.