Business Support Manager (m/w/d) in Customer Service

Lloyds Bank DeutschlandBerlin

Stellenbeschreibung:

Maintains accurate department risks in the Risk Open Pages (ROP) framework and Business Impact Analyses (BIAs) in OpenTrust. Ensures proper registration, monitoring and review of controls, events and action plans, as well as maintains and reviews BIAs on applications, processes and EUDAs.
Identifies and assesses risks: Conducts risk and control assessments, develops action plans to address identified risks. Ensures continuous monitoring and updating of risk profiles. Assists in the preparation, formal settlement, and ongoing monitoring of necessary Risk Acceptances and in the department’s supplier management.
Supports the Head of Customer Service in all departmental governance, such as Data Ownership Activities, Legal Assessments, ECB Readiness initiative etc.
Supports the department during internal and external audits. Ensures the accurate and timely processing of incoming requests, responding to inquiries, and providing the required evidence. Assures monitoring of management actions and their closure.
Fosters a strong risk culture by acting as a risk ambassador. Ensures effective communication and collaboration between first line teams and second line specialists to address risk management needs. Acts as the first point of contact for both first line teams and second line specialists.
Stays updated on best practices, regulatory updates, and organisational policies and contributes to Policy Gap analysis. Continuously seeks opportunities to improve risk management processes in close cooperation with the Operational Process Managers. Controls and establishes new processes if required by Group or Local regulation. Provides insights and recommendations to help the team learning from successes, failures and feedback by providing suggestions for improvement.
Quality assurance: Maintains a profound knowledge of the day-to-day business by regularly conducting BAU processes. Participates in testing activities to launch new initiatives, products, features, releases and incidents. Supports the department in its quality assurance initiatives by taking sample checks to ensure that the services that Lloyds Bank provides is fit for purpose, consistent and meets both external and internal requirements.

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