Divisional Lead

Overview

This is a great opportunity to bring your best self to work each day, encourage, develop and coach your team to provide a WOW service in a culture built for success. You will be comfortable with thinking big but starting small, knowing the best ways to fuel our people power and drive exceptional performance.

• Model exceptional customer service, continuously improve how we support customers, and own end-to-end service and complaints journeys across Consumer Banking and Personal Investing.
• Bring teams together across squads, projects, and functions to continuously improve operational and business performance, delivering better outcomes.
• Spot what’s coming next, identify business needs and challenges early, and take ownership to deliver solutions.
• Optimise both the customer and employee experience, creating those moments of truth when they really matter.
• Deliver against operational KPIs, financials, and people metrics, while supporting sustainable team wellbeing and performance.
• Share clear updates and insights (what we’re learning, what we’re changing, and what’s next) with leadership.
• Be comfortable with ambiguity, bringing structure, prioritisation, and sound judgement.
• Champion an inclusive culture that reflects our customer base and supports high performance.
• Has a point of view, can influence credibly based on experience, business knowledge, depth of insight, market and best practice.
• Model and drive adoption of AI-assisted tools to improve productivity, quality, and consistency—coaching colleagues on effective, responsible use.

• End-to-end people leadership: hiring, interviewing, onboarding, performance management (incl. PIPs), succession planning, and building a sustainable talent pipeline aligned to the 6/9/12+ month business need.
• Workforce & capability planning: spot team gaps early and translate them into data‑backed, measurable SMART goals (capacity, skills, quality, productivity).
• Coach‑first leadership: balance coaching vs. telling, develop others through regular feedback, recognition, and practical support to sustain performance and colleague wellbeing.
• Culture & engagement: lead by example to build a high‑trust, inclusive environment where people can bring themselves to work, with strong motivation, energy, and accountability.
• Customer & colleague experience focus: deep understanding of banking contact centres/digital service, using “out of the box” thinking to resolve inquiries fairly and consistently.
• Multi‑channel operational expertise: become a multi‑channel expert across platforms/functions and drive “right first time” delivery (including in virtual/remote team environments).
• Clear communication of vision: strong written/oral communication and presentation skills to align teams to priorities, goals, and expectations.
• Continuous improvement / Operational Excellence: critical thinking and root‑cause problem solving to champion and own change, reducing process waste and unnecessary cost while improving outcomes.
• Customer insight & knowledge‑sharing: research customer behaviour, convert insights into improvements, and share learnings across peers and the wider team.
• Brand & leadership presence: act as a consistent role‑model and advocate for the brand, standards, and ways of working.
• Learning mindset: continuous self‑development and active development of others to scale capability over time.
• Senior stakeholder partnership: work closely with Customer Service Onboarding and Banking Operations leadership to ensure exceptional service as the organisation scales.
• Agility & Adaptability: exhibits agility in adapting to evolving business needs and leads change management efforts across tools, systems, and product developments to ensure smooth adoption and minimal disruption.

• Working knowledge of Consumer Banking and Personal Investing products (e.g., digital banking journeys, common customer inquiries, investment knowledge, product knowledge and resolution paths).
• Ability to develop and support teams servicing banking and investment‑related customer needs.

• Banking/financial…