To lead and manage a large operational team, focusing on client obsession and operational excellence while driving a dynamic and engaged team culture to ensure exceptional customer service delivery to Personal Banking clients and internal stakeholders. To drive team performance and engagement to deliver exceptional results whilst embracing a culture of continuous improvement, automation, and digitisation. Sponsor, lead and champion ICS strategic change initiatives representing the immediate and wider operational function.

Qualifications:

Experience:

• Design and implement appropriate service standards, service charter and service level agreements with internal and external clients across all channels, always driving point of contact resolution by understanding customer needs and ensuring the delivery of an exceptional level of service to clients.
• Incorporate such into daily work practices and decision-making to improve the effectiveness and the efficiency of the function.
• Keep abreast of industry best practice and latest developments, changes of relevant laws and regulations and their implications for the Bank.
• Understand and adhere to all Personal Banking service standards, service charter and service level agreements with internal and external clients.
• Support the design and implementation of the operational team strategy ensuring that objectives set are aligned to not only the Operations function but also the distribution channels.
• Engage proactively with other departments, keeping up to date with professional reading, completing internal training requirements, attending lunch and learn sessions and pro-actively understanding end to end processes, ensuring personal knowledge is kept up to date and that collaboration skills are effectively used.
• Function as the point of referral for more complex BCU related queries, handing off the interactions relating to deceased clients and fraud.