Team Manager

Overview

The Multi-Skilled Team is a dynamic way of working; it demands a flexible and agile approach to our ways of working. Change will be frequent and your ability to adapt and evolve to change alongside your team will be vital to success in your role.

You will be leading a team of Specialist Multi Skilled Consultants who will be supporting our members across Retail. You will lead your team through deployments across different operational areas, helping to deal with peaks and troughs in demand. You and your team will be undertaking a range of tasks supporting our members in times of need, which would include but not be limited to Economic Crime, Collections & Recoveries, Complaints, Specialist Customer Support, Remediation and Telephony.

We require our leaders to be able to motivate and inspire a team of consultants and lead them through change in a fast-paced environment. You will support the team in coaching and demonstrate effective oversight in line with the business area’s training and competency development framework.

You will be required to lead a team of Specialist Multi Skilled Consultants, who support our members in times of need. Through effective leadership and coaching, you will empower your team to be their best and operate to their full potential. Through effective 1-1s and regular coaching, you will create a high-performance culture to enable fair and positive member outcomes. You will lead teams in different operational areas, this could involve managing a telephony and/or administration team dependent on the area of deployment.

You will be required to deliver creative communication methods, to engage your hybrid teams and find ways to create a strong team dynamic enabling trust, collaboration, and support colleague wellbeing. Things change quickly, so it’s vital our teams are kept up to date with their learning through our established competency frameworks in the area in which you are deployed; you will be required to deliver consistent and appropriate communication that ensures teams are kept fully informed and maintain competence in their roles.

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application. The hiring manager for this role is Ruby Hasan and the main recruitment contact is Amy Baxter.

Banking - but fairer, more rewarding, and for the good of society

As a minimum requirement, you’ll:

• Have leadership experience working in a fast-paced environment, leading teams who are customer facing
• Be experienced in leading remote or hybrid teams
• Have knowledge and experience working in the financial services industry, leading operational teams in the areas outlined above
• Be able to demonstrate strong leadership skills and experience
• Be positive, motivated and have an inspirational approach to getting the best out of your team. You won’t be afraid to tackle difficult situations and use your leadership skills to resolve issues and grow talent on your team
• Have the ability to coach and led your team through effective performance management techniques
• Have a highly professional business attitude with the ability to meet deadlines and develop creative and innovative solutions which improve our outcomes and member experience
• Demonstrate clear and confident communication skills to enable you to articulate the department’s key strategic priorities, performance goals and objectives along with key organisational messages
• Possess strong collaboration skills, since much of your success will hinge on your ability to forge and cement strong relationships. You’ll need to be a great communicator and influencer who is comfortable working with other leader’s operational support areas, as well as responding to and engaging senior stakeholders

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into…