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Requirements
PURPOSE OF ROLE:
We are recruiting for a Team Manager to join our business and be responsible for the effective leadership of one of our Operations teams. Providing inspirational leadership through coaching, reward & recognition, regular communication & feedback, and performance management.
The role holder is accountable for the day-to-day running of a team, including maintaining SLAs/KPIs, owning the customer journey and ensuring compliance with appropriate regulations.
KEY RESPONSIBLITIES:
• Directly responsible for the performance of a team of people in delivering an efficient, consistent and high-quality service to our customers.
• Build an empowered, motivated and passionate team, rewarding customer focused behaviours, managing performance and driving a culture of ownership and continuous improvement.
• Own the customer experience - celebrating success and creating advocacy through effective resolution of customer dissatisfaction, First Point Resolution and fixing root cause.
• As a member of the Management team, lead and drive short-and long-term strategic plans through change and improvement initiatives to deliver sustained operational improvement and excellence.
• Build relationships and collaborate with key business areas to ensure that customer and employee experiences are maximised.
• Identify obstacles to the delivery of legendary client experience and to implement changes which improve our service.
• Maximise team efficiency through effective resource (including attendance) and skills management.
• Lead/support project work as required.
• Review and challenge processes regularly to ensure they remain fit for purpose and deliver optimal efficiency.
• Ensure that roles he/she is responsible for are performed by individuals with the appropriate knowledge, skills and expertise that competence is maintained and assessed.
• Use the training and competence scheme to maintain the appropriate knowledge, skills and expertise to carry out the role competently.
• Oversight of the first line of compliance defence by ensuring team adherence to business processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance, with reference to CASS regulation.
• Responsible for overseeing and safeguarding client assets through the effective management of all CASS related processes within own area.
• Make informed risk decisions and effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Appetite Framework.
SKILLS & EXPERIENCE REQUIRED:
• Understand the regulatory framework and the requirements for monitoring and supervision.
• Understand risk and ensures robust controls and processes are adopted and make recommendations for improvement.
• CISI Introduction to Securities and Investment Certificate or equivalent essential with Level 3+ Qualified desired. If qualification not held, willingness to study required.
• Understand FCA rules in particular CASS rules and the principles of Treating Customers Fairly and how they are applied in own area
• Ideally with previous Financial Services Sector experience, specifically in banking
• Experience in performing live task validation and authorisation for high value payments in and out with accuracy.
• Proven people manager with demonstrable ability to manage, Inspire, develop and coach high performing teams and individuals within a regulated fast paced operational environment.
• Intermediate ability to use and interpret MS / IT tools and systems to inform decision making and present relevant management information.
PERSONAL ATTRIBUTES:
STRAIGHT TALKING | MOVING WITH SPEED | OWNING THE OUTCOME
• Clear communicator
• Strong team player
• Demonstrated passion and drive for delivering the best outcome
• Moving with speed – delivering faster and better
• Decisive and take ownership of outcomes
• Not afraid to challenge and be open to challenges
