Operations Officer

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:

• 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 KPIs
  • 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.