Reports to: Marketing & Product Director
The Head of Savings Operations will be responsible for leading the savings operations and all contact with the Bank’s savers and prospective customers. This will comprise telephone, email, secure message, post and webchat.
The right candidate will be responsible for all customer servicing including account opening, payments in and out, interest statements and managing the maturity process.
Initially, he/she will lead a team of six savings specialists that the role holder will recruit, train, develop and lead. The Head of Savings Operations will be expected to grow the team in line with the development of the Bank.
This is an exciting opportunity to build a savings servicing business from scratch.
1) Customer Service
- Identify and implement innovative methods of service delivery, continuously developing the customer support provided to ensure it meets and exceeds our savers’ expectations
- Develop and agree key performance Indicators for all channel contacts e.g. service level response times, abandon rates, first contact resolution customer satisfaction, retention and quality.
- Build processes to serve customers who do not go straight through the online account opening process, vulnerable customers and those who cannot be serviced via online channels
- Proactively utilise management information to identify gaps in process and service delivery. Be accountable for the interrogation of historic real-time and intra-day performance data to improve customer service.
- Accurately forecast workload and ensure effective people management to optimise service for cyclical peaks and troughs
- Act upon customer feedback and carry out root cause analysis to improve processes and services to increase satisfaction
- Agree and implement customer service satisfaction measures e.g. NPS, surveys, customer reviews.
- Recruit, develop, coach and lead a high-quality team of customer service professionals to provide excellent service to the Bank’s savings customers
- Create a training plan for new recruits and ongoing development plan to grow and improve each member of the team.
- Responsible for the budgetary management of the team.
- Ensure the team is managed with robust governance, controls, protocols and frameworks in place to effectively manage all conduct and operational risks
- Responsible for the overall management of customer complaints in the savings business
- Direct reports x 6 initially but likely to grow
- Budgetary management of the team
- Managing any outsourced service providers
- Lead relationship with IT systems provider
Competencies and Qualifications
- Likely to be educated to degree level
- Customer service qualifications an advantage but not essential
- Excellent leadership skills
- Passion for delivering outstanding customer service
- A desire to continually develop and improve
- Experience in setting up a new savings servicing operation (preferable)
- 5 years + experience of running operations in a startup or small bank/building society
- Anti-money laundering and know your customer regulations
- Understands what excellent service looks like for a customer
- Technology solutions which can improve service delivery for customers
Treating Customers Fairly
Treating Customers Fairly (TCF) is a regulatory principle putting the needs of customers at the heart of all financial services providers to ensure that customers can be confident that they are dealing with an organisation that is looking after their interests.
Every member of staff is expected to do things ‘the right way’, ensuring that our customers' interests are considered in everything we do. The following TCF principles are fundamental to every role:
- Giving the customer what they have been led to expect
- Not taking advantage of the customer
- Exhibiting clarity in all customer dealings.
- Showing flexibility, empathy and consideration in dealing with customers.
- Resolving mistakes or issues in the most effective manner
- Being prepared to challenge process if you think it does not reflect our TCF values