Senior Manager Customer Servicing
Salary: c. £60,000 per annum (dependant on experience)
Hours: 35 hours per week
Contract: Permanent
Location: Hybrid (Office: West Bromwich)
We’re recruiting a Senior Manager of Customer Servicing who will report into Head of Customer Operations.
As a key member of the Customer Operations Senior Leadership team, this role leads the Servicing function (savings post application administration and mortgage administration). The role has full accountability for developing strategy and delivering a customer focused approach to account application management to ensure we are achieving the right outcomes for the borrowers and the Group by taking individual circumstances into account so that all outcomes are equally as good as others.
The role holder will be a subject matter expert for savings and mortgage administration and servicing post sale activity.
What the role will look like:
* Developing and delivering a departmental strategy that is aligned to the Society’s overall Purpose/Strategy and future demands
* Leading a high performing team to ensure the staff are managed, coached and supported effectively to drive a ‘high performance culture’ where the teams are engaged and motivated to deliver excellent customer experience.
* Supporting the design and delivery of the digital transformation ensuring customers are at the heart of decisions we make
* Driving continuous improvement through root cause analysis and overseeing the delivery of actions that will result in improved customer outcomes and efficiencies.
* Forecasting and resource management ensuring that operational effectiveness and customer service levels are maximised.
* Stringent budget management and cost efficiency analysis.
* Developing and implement contingency plans to address potential operational disruptions. Lead the operations team during crisis situations, ensuring business continuity and swift recovery.
* Proactively and collaboratively engage with peer groups across the business championing the Customer and area ensuring that their needs are considered throughout and look for opportunities to successfully deliver improvements and change within savings and mortgage originations.
* Overseeing compliance with relevant laws, regulations, and internal policies related to financial services operations. Develop and implement risk management protocols to minimise operational risks.
* Deputising for the Head of Customer Operations as and when required.
What you will bring to the role:
* Extensive experience in operations management within the financial services industry, with a focus on customer outcomes, process improvement and risk management
* Strategic thinker, who can plan well considering options and risks.
* Motivated leader with strong leadership, communication, coaching, influencing and mentoring skills to deliver high performance.
* Leading teams through transformational change
* Positive, can-do attitude, adaptable, agile, and innovative.
* Self-aware of personal impact on individuals and in different scenarios.
* Customer centric person who holds genuine interest in customers and their needs, and demonstrates true empathy
* Calm, clear and confident communicator (written and verbal) at all levels
* Strong decision maker; strategic, business and customer level
We Value a diverse range of skills and experiences here at the West Brom. So even if you don't meet every single requirement listed in the job description but are passionate about the role, we still encourage you to apply.
What's in it for you:
* We pride ourselves on our development opportunities and always look to promote from within wherever possible,
* Holiday starting at 175 hours (25 days) plus bank holidays that grow with your time with us and the opportunity to buy or sell up to 5 days holiday each year,
* 2 paid volunteering days a year,
* Living Pensions: Pension scheme starting at 5% contribution from you and 7% contribution from us, and we’ll match your further contributions up to 10.6%
* Enhanced maternity, paternity and adoption leave with paid fertility treatment, neonatal and pregnancy loss leave,
* Life assurance provided by the Society at 4 times your salary,
* Yearly performance related pay scheme and pay review,
* Private medical insurance that’s discounted when your time with us grows, with the option to include family members,
* Salary Sacrifice Electric/Hybrid Car Scheme,
* A Perkbox account giving you 24/7 access to perks, benefits, discounts, wellbeing tools and loads more!
* And much more, from flexible working options, wellbeing support and a whole heap of warm West Bromness.
Why choose the West Brom?
At the West Brom we appreciate that our employees are unique individuals with differing needs depending on their specific circumstances and stages in life. When we say our people are the West Brom’s biggest asset that doesn’t mean just viewing them as employees. We are proud of our heritage and absolutely believe that the West Brom is a great place to work.
We’re a Disability Confident Leader and encourage disabled applicants and all from diverse backgrounds to apply. We’ll do what we can to adjust our recruitment journey and offer a guaranteed interview to disabled applicants who meet what we’re looking for. If you need any support with applying to one of our roles, get in touch at careers@westbrom.co.uk.
Do it today and click apply!
*Please note We reserve the right to withdraw our adverts earlier than the original published expiry date, therefore if you are interested please submit your application as soon as possible*
Head Office: 2 Providence Place West Bromwich B70 8AF. www.westbrom.co.uk The West Brom is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Register no. 104877. ‘the West Brom’ is a trading name of West Bromwich Building Society.