Team Leader

3 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 past faces, 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**

We are looking for a talented leader who has experience running a team that responds to the Financial Services Ombudsman. The role is a great opportunity to build excellent stakeholder relationships, inspire and lead a team of permanent and short term resourcein the delivery of effective resolutions and a chance to be part of strategic discussions on how we approach dealing with escalated cases;
- To lead and direct a team of Complaint Executives to ensure delivery of fair customer outcomes in adherence with regulatory guidelines Bank standards and in keeping with TCF Principles
- To provide support to the Head of Customer Resolution in improving the complaints operations, processes and controls
- FOS, Exco, OpCO, Suppliers, Retailers, Customers, Consumer Lending Teams, Savings Teams, Business Finance Teams, Commercial Lending Teams, Residential Lending Teams, Finance, Legal & Compliance Department, Customer Operations Department, Target
- Ops Loss & Loan Cancellation Mandates
- Ensure effective day to day complaint management delivery across the team in line with Bank standards and regulatory requirements
- Develop the team through coaching and performance management, identifying training needs alongside learning and development
- Identify areas for continuous improvement with a problem-solving approach to drive exceptional customer service and outcomes
- Provide detailed MI and root cause analysis to management with analysis and findings
- Complete daily quality control checks to assess competency level in line with the T&C framework
- Build strong relationships across the business divisions and key stakeholders to ensure the complaints team are kept up to date on processes and emerging risks
- Escalation of any problems or issue to management or where appropriate to the Risk & Compliance teams

**The Person**
- Be open and cooperative with the FCA, PRA and other regulators
- Pay due regard to the interests of customers and treat them fairly
- Complaints qualification
- Good standard of education, must include English & Maths
- Strong banking industry experience
- Experience of leading a team who are have managed FoS escalations is a key requirement
- Experience of working to tight deadlines
- Experience of working in a team.
- Experience of Reporting and Data Analysis
- Computer literate (good knowledge of MS Office suite - Excel, Word, Power-Point)
- Knowledge of Conduct Rules
- Excellent verbal and written communication skills.
- Establishes effective working relationships at all levels
- Customer Focused approach
- Strong judgement enabling justifiable and effective decision making
- Putting customers (internal and external) at the heart of decision making
- Working in partnership to achieve goals

**Reward**

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

- Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
- Free access to Headspace, a mindfulness & meditation digital health app
- Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
- Cycle to work scheme
- Discounts on gym membership
- Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.
- Minimum of 27 days holiday per year
- Option to buy or sell holiday days through our flexi-holiday scheme
- Discounts on gym membership nationwide
- Access to discounts on a range of high street and online brands
- Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.
- Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
- Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done

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