Head of Retail Operations

1 month ago

Tipton, Sandwell, United Kingdom 365 People Full time
Lead Retail Team and Drive Customer Engagement

We are seeking an exceptional individual to join our team as the Head of Retail at 365 People. As a key member of our Senior Leadership Group, you will be responsible for developing and maintaining proactive member engagement, leading our retail team's performance, and enhancing our customers' experience.

The successful candidate will have a proven track record of leadership experience in a retail banking or savings environment, with outstanding communication skills and the ability to build effective relationships at all levels of the organization. They will also possess strong managerial and supervisory skills, with experience of leading others in a financial services process area.

Key responsibilities will include:

  1. Developing and applying retail savings strategy to increase awareness and engagement within local communities.
  2. Translating strategic plans and objectives into retail operational plans to ensure required outcomes are achieved.
  3. Overseeing effective training and competence within the Retail team to ensure delivery of good customer outcomes.
  4. Ensuring effective resource management to facilitate Society's growth plans and day-to-day achievement of KPIs.
  5. Overseeing the onboarding and administration of retail savings accounts through Branches and the Society's Mobile App.
  6. Engaging and participating as a member of the Society's Senior Leadership Group to ensure a cohesive working environment is maintained.
  7. Maintaining strong knowledge of industry best practices and the competitive landscape, proactively sharing strategic insights with the Director of Customer Service.
  8. Ensuring all customer interactions are managed efficiently and professionally within agreed SLAs and a right-first-time approach.

Benefits include:

  1. 27 days' annual leave plus public bank holidays.
  2. Staff annual discretionary bonus scheme.
  3. Pension contribution.
  4. Life assurance of 4 x basic salary.
  5. Private Healthcare.
  6. Permanent Health Insurance.
  7. Health Cash Plan.
  8. Access to internal Mental Health First Aiders.
  9. Access to a Wellbeing hub and Employee assistance programme.
  10. Celebration days.
  11. Benefit Hub subscription: giving access to a wide range of discounts across many different sectors.
  12. Free parking.

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