Head of Savings Operations

3 weeks ago

Coventry, United Kingdom Coventry Building Society Full time

About the roleReporting directly to the Director of Customer Service, Coventry Building Society has a rare and exciting opportunity for a Head of Savings Operations to join us.

We have ambitious transformation plans and our ‘Digital First, Human Always’ agenda is entering an exciting phase as we deliver future looking servicing technologies, including launching our Mobile App and other key technology enhancements over the course of 2024.

As Head of Savings Operations, you'll have primary responsibility for delivery of outstanding service for our savings members through effective leadership of our traditional and emerging channels, incorporating:

- Regulatory payment & Savings Operations
- Planning & delivering our service delivery & resilience of operations through our Service Support function
- Customer Relations & complaints management
- Drive first class Communications through our colleague support function
- Drive digital adoption through our Digital Channels
- Ensure we deliver strong growth and meet our commercial acquisition plans

You'll also work closely with the Head of Service Contact & Head of Service Experience to ensure that collectively, our strategic ambitions are achieved.

This role is responsible for driving digital adoption, bringing the ‘human touch’ to our digital world, and work with key stakeholders in our Branch Network & Contact Centres to embed our digital capability with our customers.
- About youAs an experienced leader (ideally with a background in financial services), you’ll be customer obsessed and have led a large-scale operational area, with detailed understanding of Consumer Duty regulation & associated operational requirements to include complaints management.

Driving the success of the digital strategy, you’ll be a thought leader for the society, having on the ground digital transformational experience and knowledge of how to attract pipeline customers and acquisition through different channels. You’ll have a curious eye on digital advancements in the sector and beyond and be able to develop our ambition delivering stand out customer satisfaction through digital and human channels. You’ll be an excellent communicator and drive excellence through setting strong, clear objectives against corporate objectives and service standards.

It’s key that you’re able to demonstrate being able to engage and motivate a large operational area through significant change with empathy and energy, whilst growing talent and building diverse and inclusive teams.

You’ll be comfortable and skilled at engaging stakeholders at both Executive and Board level, building key relationships and influencing wider stakeholders. Driving continuous improvement will be second nature to you, bringing people along on the journey for consistent brilliant outcomes.
- About usAs a mutual, we’ve always worked together to improve the lives of others. Now one of the largest Building Societies in the UK, over 3,000 of us share that goal, in our branches and Head Office. Our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and total support for our wellbeing.

We’re serious about equality, of race, age, faith, disability and sexual orientation, but also of personality and the way we think. By being yourself, you’ll make us stronger.

You can build so much more than a career. Come and make a difference in our Society, that’s been voted a ‘Great Place to Work’ by our teams.

**_ Flexibility and why it matters_**

Location
- Coventry-Binley Business Park

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