Senior Customer Delivery Manager

A Senior Customer Delivery Manager is required by a commercial bank to lead a change agenda focused on improving ease and speed of access to a broad range of channels (including telephony and digital). The aim is to deliver a superior, personal, business banking service that promotes self-service, enables customers to manage their day-to-day needs and access appropriate banking expertise in order to ensure good customer outcomes and drive customer loyalty. This is a brand new role.

Your main responsibilities will include

  • Provide leadership guidance and support to ensure that Customer Operations are aligned with and delivering exceptional service consistent with the Bank’s strategic objectives and agreed customer service KPIs across all channels including the new digital channels following launch.
  • Plan and prioritise all change projects and lead development of the overall Customer Delivery capability build through people, processes and technology.
  • Plan and implement key deployments, managing resources effectively to deliver business initiatives, driving improved efficiency through automation with appropriate oversight and governance.
  • Manage communications and employee engagement to ensure that all team members and stakeholders are kept updated and customer feedback informs on-going strategic change planning.
  • Assist with improving the operational effectiveness of the customer service areas within agreed policies and procedures. Drive continuous improvement and ensure all areas comply with legal and regulatory standards.
  • Customer acquisition supporting business growth strategy.
  • Drive consistent onboarding process for customer journey across all channels.
  • Leadership and management of employee performance and personal development in accordance with HR policies. Provide a pro-active coaching culture, which supports learning and development and enables employees to assimilate and embed new technologies and processes.
  • Ensure effective management and oversight of the Bank’s Complaints Policy, Conduct agenda and regulatory reporting where appropriate.
  • Forecast and analyse cost budgets in line with agreed Annual Operating Plan.

You will be an experienced leader of customer operations / customer delivery teams, preferably within a commercial banking environment (although exceptional candidates from the wider banking / financial services market will also be considered) with a proven track record of delivering great customer service. You will be a promoter of change with a good understanding of process re-engineering and project management methods such as Lean, Agile or Six Sigma. Strong people management and stakeholder management skills are essential.

Location:Birmingham

Salary:£50000 - £70000 Per Annum + bonus + benefits

Reference:414858b

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