Role Title Vault Operations – Duty Manager Reports to : Cash Operations Manager - UK Location : Radius Park Business unit : Vault Hours : Full time Role purpose To manage the day to day running of the Vault operation, ensuring the timely and accurate processing of all transactions while keeping headcount levels within target, meeting or exceeding service level agreements (SLA) and controlling costs within budget. Key accountabilities including but not limited to: Manage and balance the process flow through the Vault operation to meet performance targets and standards, shift resources in line with process requirements. SLA’s, KPI’s and RE’s met Financial controls observed, stock targets and write-offs within agreed tolerances Forecast, monitor and manage fluctuating demand of work and resource; manage headcount to derived figures Ensure adherence to policies and procedures, regularly reviewing and updating as necessary to reflect current process and policy Strong and robust controls in place leading to successful audits and risk reviews Manage, develop and coach the Team Leaders in the lifecycle of their role. Provide leadership and motivation to achieve goals and deadlines Support, create and encourage a cross functional team of multi skilled Team Leaders, Specialists and Cashiers Inspire a culture of trust and fairness through leading by example Compliance and monitoring of agreed people policies ensuring strict adherence and evidence (e.g. performance reviews, 1:1s, escalation procedures, communication plans, Health & Safety, etc.) Actively plan and ensure successful execution for unexpected/unusual events and situations Resolution of problems relating to staffing, workflow and other Vault related issues occurring in the day-to-day management of the area Ensure a clear line of succession for all key roles, identifying talent and encouraging the support and development of individuals with potential Maintain close communication lines to other business areas such as CRM’s, Dealers, Finance, IT, etc. to ensure swift and timely exchange of information. Role-specific experience and skills Good IT skills (Office packages) Good understanding of business/operational needs and processes. Previous experience of managing and leading teams. Confident in various line management tasks; discipline and grievance, performance reviews, mentoring and development of team members. Confident communicator both written and verbally. Able to maintain a calm, positive approach while working in a deadline driven environment. Experience of manpower planning/resource allocation. Previous experience of budgetary responsibility. Previous experience of managing, meeting and/or exceeding customer SLA’s, The role holder will at times be required to travel to other Travelex sites and supplier/partner sites General experience and personal qualities Leadership & management Self-aware, open-minded with a high degree of personal and professional integrity and discretion Maintains appropriate behaviours within the work environment, remaining constructive and overcoming barriers. Commercial acumen Strong commercial acumen and ability to apply solid judgment in their area of expertise Aware of industry/organisational constraints and how this impacts own business area Strong relationships The ability to manage strong relationships, developing trust and credibility with customers, partners, peers, teams, internal and external stakeholders Nurtures the concept of ‘Team’ providing an environment in which an individual can flourish as part of and within the team Performance and results focus A strong record of performance delivery in their area of expertise, through staff development, process and workflow management and budget cost controls The ability to analyse issues, develop solutions and influence key decisions, balancing risk with results Committed to delivering the highest quality service to customers and partners