About Allica Bank Allica is the UK’s fastest growing company - and the fastest-growing financial technology (Fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in Fintech. Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers. Department Description Operations in banking, like in every other firm, is established to carry out all the day-to-day transactions of the business. The Operations function within Allica has wide-ranging responsibilities supporting customers across all product lines (Commercial Mortgages, Asset Finance, Deposits and Payment Accounts with aligned card activity), alongside our internal stakeholders. This role plays a critical role with a particular focus on customers operating within fiduciary sectors primarily trusts and complex ownership structures. Slick digital account opening and in-life servicing Customer contact via telephony, email and in-app communications Payment and reconciliation activity Treasury operations Customer due diligence through Know Your Customer / Know Your Business, with a specific focus on trusts and fiduciary structures Lending pipeline management Quality assurance and control Issue resolution Effective record keeping and data management Support of all change initiatives Role Description The core purpose of the Team Leader role is to ensure the best possible customer experience for Allica’s Due Diligence (KYB/KYC) process, from onboarding through to ongoing due diligence. This role has a strong focus on cases within fiduciary sectors, particularly trusts, requiring a deeper level of technical understanding and oversight of more complex structures. You will work closely with all areas of the business, including Business Relationship Managers, Underwriting and Asset Finance, while also being actively involved in workflow management of the team. The KYB team may also complete cases end-to-end to support peaks in demand. Principal Accountabilities Manage your workload effectively to meet SLA and quality expectations Providing technical oversight and guidance on complex fiduciary/trust cases Build and maintain strong relationships with key stakeholders Develop and maintain expertise in fiduciary sectors, particularly trusts and complex ownership structures Maintain accurate and auditable records for each case Ensure compliance with all regulatory requirements, internal policies and procedures Uphold the Bank’s brand and culture values, ensuring good customer outcomes Team management; overseeing quality and productivity for BAU activity, including performance management, training and development Engage with Introducers and Business Relationship Managers to obtain required documentation Maintain high-quality internal records for MI and monitoring Recruitment and induction of new team members Personal Attributes & Experience Strong customer service ethic, with experience delivering high standards in a fast-paced environment Proven people management experience, with a track record of building high-performing teams Strong technical knowledge of KYC/KYB within fiduciary sectors, particularly trusts and complex legal structures Excellent analytical and problem-solving skills, ideally from a Commercial Mortgage or similar lending background Good understanding of the commercial environment and lending pipeline management Strong financial and commercial awareness Solid understanding of Conduct and Treating Customers Fairly requirements within Credit Operations Excellent communication and stakeholder management skills across both internal and external partners Working at Allica Bank At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers. Our employees are at the heart of everything we do, so our benefits are designed with you in mind: Full onboarding support and continued development opportunities Options for flexible working Regular social activities Pension contributions Discretionary bonus scheme Private health cover Life assurance Family friendly policies including enhanced Maternity & Paternity leave Don’t tick every box? Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you! Flexible working We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate. Diversity We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.