Customer Support Manager

2 weeks ago

Salford, United Kingdom Shawbrook Bank Full time

**The Opportunity**

Shawbrook is a specialist bank driven by a purpose to power up ingenuity to create opportunity, every single day.

We offer a diverse range of savings and loan products. From personal and business savings accounts and loans for wedding and new cars, to complex financial credit facilities for businesses requiring significant investment and mortgages for landlords withmultiple properties - no two customers are ever the same.

We give our customers the best-of-both worlds; uniquely combining strong digital capabilities with human expertise and ingenuity to deliver the best outcomes. We rise to the challenge of a complex case or unconventional circumstances, and we love to makethings happen. By being creative, practical, and personal, we know we can always find the right solution for our customers.

If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person

Work with us because you:

- Want to be part of a bank built for the dynamics of the modern world
- Relish a challenge and enjoy a fast-paced, innovative and hardworking culture
- Enjoy finding new and better ways to solve complexity and make things happen
- Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
- Care about society and the environment and want to be part of a business that cares too
- Want to continue to grow professionally and be the best version of yourself

**The Role & Responsibilities**
- To lead the effective implementation of the business strategy into the Client Support teams and help the business grow through ensuring efficient and effective client journeys
- Developing managers and colleagues to be the best they can be, whilst delivering best in class customer service
- Key Relationships/interfaces: Business and functional leaders, Risk Partners, Business Implementation and Product Teams, Existing Staff incl, External Suppliers
- Staffing (Direct/indirect): Direct staff - Management of line managers and front line
- Level of Authority/Decision Making/Mandate/Budgetary control: Mandates as per role
- Manchester supporting Invoice Finance/ABL clients and responsibilities in line with approved Mandate for Payments, Adjustments and Lloyds 3rd Authorizer
- Monitor operational service delivery against agreed targets, anticipating issues and acting where necessary to ensure that performance is always maintained at the agreed standards
- To ensure all client enquiries are actioned promptly and correctly by the team in accordance with Shawbrook policy and procedures, adhering to SLAs and expected quality standards
- Ensure that Risk Management is at the heart of all decision making, embedding TCF principles and ensuring that a positive culture is maintained within the team
- To exercise due skill, care, and diligence in the execution of the responsibilities of the role, ensuring any areas for which you are responsible are organized, risks understood and mitigated with the necessary controls. Ensure risk events & complaintslogged
- Demonstrate controls and checks and all mandatory training completed in line with standards and timelines through attestations/audit
- Monitoring team performance and management on a regular basis addressing any development areas or skills gaps and staff develop
- Monitor Team and Individual Performance through Training and Competence Frameworks
- To deliver high staff engagement (Peakon) results and identify areas of improvement
- Support Strategic Improvements and Projects - Seek to improve standards relating to service, people, efficiency, and responsiveness through continuous improvement of processes
- Compile Management Information, analysing the data to identify trends and initiate corrective steps to improve business performance and service levels, and the effectiveness and efficiency of the operation
- Always act as a role model of the Shawbrook values and lead the way in encouraging others to do the same
- Monitor and Manage performance of 3rd Party Suppliers and Escalate through appropriate channels when required

**The Person**
- Experience working within Invoice Financing roles with a detailed knowledge of risk management and controls
- Experience of working in a team within a regulated banking environment.
- Experience of Leading effective Client Service Operations
- Experience of working with partners internal and external
- Experience of managing multiple stakeholders and priorities effectively
- Computer literate (good knowledge of MS Office suite - Excel, Word, Power-Point) Zoom, MS Teams
- Strong understanding of risk principles and controls and checks frameworks across invoice finance processes
- Ability to understand and fully comply with documented processes and procedures
- Coaching, training, and developing teams/individuals to excel
- People management procedures and processes, performance management, recruitment, interviewing, absence management
- Able to inspire and leads others to achieve challenging results
- Establishes effective working relationships at all levels and leaves a positive lasting impression
- Confident, articulate, and clear communication skills with all levels of organisation
- To develop strong and effective working relationships with colleagues and other internal departments
- A forward thinking and progressive change agent constantly looking to improve self and business

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