Overview:
At The Stafford Building Society, we put our members at the heart of everything we do.
As our Branch Manager, you will lead a team that maintains the highest level of accuracy whilst providing a customer journey to be proud of across all of our channels, in person, remote and digital.
On a daily basis you will be leading a team who carry out all tasks related to savers. This is a broad role which encompasses not only branch related activity but also all back-office savings administration, along with some regulatory activity linked to savings.
Key Responsibilities – Branch
· Having just 1 branch at SRBS, you will be key to the success of enhancing the Society's image, presence, and reputation.
· You will demonstrate proactivity in the Society and prioritisation of the branch team's administrative work queues, ensuring customers receive service quickly and efficiently but with exceptional attention to detail.
· You will oversee all administration relating to branch activity, such as counter transactions, new account application processing, administering account changes such as registering deaths, power of attorney, completing ISA transfers and changes of address. You will also oversee cash handling and safe management processes.
· Support with branch marketing by liaising with our marketing team to ensure that all information and documentation provided in the Banking Hall is up to date and in accordance with relevant standards and policy.
Key Responsibilities – General
· Oversee the delivery of excellent service to customers who do not interact with us in person, opening accounts and dealing with enquiries received online, through the post and handling telephone calls in a timely manner.
· Ownership of the administration of daily reports and exceptions reports.
· Complete desk-based reviews accurately and in a timely manner.
· Champion and model that Vulnerable Customers are identified and adequately supported.
· Act to prevent customer complaints and liaise with the Customer Outcomes Analyst to provide a timely and robust, customer-centric response when these arise.
· Complete the daily bank upload and suspense account management.
· Achievement of savings related KPIs.
· Oversee first line regression testing of core and origination platforms, as well as playing a key role in the identification and integration of new system developments.
Key responsibilities – Leadership and Change
· You will drive change and look for process and procedural improvements to enhance our customer journey, ensuring a right first time mindset is observed.
· As a leader, you will manage colleague performance proactively, addressing training and development needs to embrace a culture of continuous improvement.
· You will maintain knowledge of regulation and Society practice, adhere to Society policy, systems and controls and assist with Internal Audits, regulatory returns and compliance checks in your area.
This is a full-time position 37.5 hours (Mon-Sat) based in Stafford.
Job Types: Full-time, Permanent
Benefits:
* Company events
* Company pension
* Enhanced maternity leave
* Enhanced paternity leave
* Free flu jabs
* Health & wellbeing programme
* Life insurance
* Paid volunteer time
* Private dental insurance
* Private medical insurance
* Sick pay
* Work from home
Experience:
* Underwriting: 1 year (required)
Licence/Certification:
* CeMap (required)
Work Location: In person