Teams at The Bank of London Group Limited

Provides end-to-end client service for a UK bank, handling queries, cases, escalations, SLA management, investigations, and resolutions. Develops service playbooks, monitors performance and complaint trends, and implements improvements. Maintains operational controls and processes, collaborates with KYC, Compliance, Technology, and Product teams, and supports regulatory requirements and client experience improvements.

Lead the design, initiation, and delivery of the Bank’s CHAPS direct-participant implementation programme. Responsibilities include cross-functional gap analysis, defining delivery requirements, coordinating technical, operational, oversight, and senior management stakeholders, managing implementation risks, and liaising with the Bank of England’s CHAPS onboarding team.

Drives cross-functional business and product change initiatives across the bank, including product launches and transformation projects. Translates regulatory, technology, and strategic requirements into product and process changes; conducts impact assessments, gap analyses, and readiness reviews. Develops business requirements, user stories, and readiness criteria, coordinates delivery teams, resolves blockers, and manages stakeholder communication regarding scope, timelines, benefits, risks, and change impacts.