Management Level
I

Role summary

The Banking Services (BS) team provides EQ Group with operational management of banking relationships, payment and banking platforms and channels, including the governance and maintenance of bank accounts.

A Process Executive supports the effective day-to-day delivery of Banking Services operations by completing a range of defined, primarily procedural activities in line with established processes, controls, and Service Level Agreements (SLAs). The role contributes to the smooth running of core banking operations such as payment processing, account maintenance, transaction monitoring, and query resolution, ensuring accuracy, compliance, and adherence to EQ policies and regulatory requirements.

Working with a moderate level of supervision, the Process Executive applies documented procedures and prescribed guidelines to analyse and resolve routine issues, escalating non-standard items in line with governance and escalation frameworks. The role supports the maintenance of accurate operational documentation, controls, and records, and contributes to operational stability and risk mitigation through consistent execution of agreed processes.

The Process Executive works collaboratively with colleagues, managers and internal stakeholders to ensure operational activities are delivered effectively, progress is communicated appropriately, and service standards are met.

Performance is assessed through achievement of objectives, demonstration of EQ Values and Behaviours, accuracy and quality of work, adherence to governance and regulatory requirements, contribution to team SLA and KPI outcomes, audit results, and client and shareholder feedback.

The role is contractually office-based, with limited flexibility within contracted hours subject to business needs. Overtime is not typically required except in exceptional circumstances. Job-share, condensed, or reduced hours may be considered in exceptional cases.
Key Responsibilities:
Knowledge & Learning

• Demonstrates working knowledge and practical experience within own discipline, applying this effectively to a range of mainly straightforward operational and administrative tasks.
• Continues to build knowledge of the organisation, its customers, systems, policies, and processes through experience, training, and self-learning.

Delivery & Task Execution

• Delivers work reliably and accurately in line with documented procedures, service level expectations, and quality standards.
• Performs a range of defined, primarily procedural assignments, following established processes with consistency.

Problem Solving & Decision Making

• Uses prescribed guidelines, policies, and procedures to analyse issues and resolve problems within defined parameters.
• Exercises sound judgement for routine matters and escalates non-standard or higher-risk issues appropriately in line with governance requirements.

Autonomy & Supervision

• Operates with a moderate level of guidance and supervision, managing own workload effectively while knowing when to seek support or direction.
• Works autonomously within established processes and controls.

Governance & Risk Awareness

• Demonstrates a governance-driven approach, ensuring procedures are followed, approvals obtained where required, risks mitigated, and policies adhered to.
• Maintains awareness of regulatory, compliance, and escalation requirements relevant to the role.

Professional Behaviour & Collaboration

• Embodies EQ Values and Behaviours; professional, dependable, proactive, and committed to personal development.
• Communicates clearly and effectively, verbally and in writing, with internal and external stakeholders as required.
• Works collaboratively within the team and shows flexibility to support broader team objectives where appropriate.

Time, Tools & Quality Management

• Demonstrates effective time management and organisational skills, managing multiple tasks and competing priorities.
• Maintains consistently high levels of accuracy, attention to detail, and quality.
• Develops and maintains effective PC skills, including Excel, Word, and Outlook, to support operational delivery and reporting.

Continuous Improvement

• Shows commitment to Operational Excellence by contributing to continuous improvement of processes and personal performance within own area of responsibility.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.