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Head of Retail Operations

2 months ago


Tipton, United Kingdom 365 People Full time
Head of Retail

365 People is seeking an exceptional individual to lead our retail team's performance and enhance customer experience. As the Head of Retail, you will develop and maintain proactive member engagement, drive strategic plans, and oversee effective training and competence within the team.

Key Responsibilities:
  • Develop and apply retail savings strategy to increase awareness and engagement within local communities.
  • Translate strategic plans into retail operational plans, ensuring required outcomes are achieved.
  • Oversee effective training and competence within the Retail team to ensure delivery of good customer outcomes.
  • Ensure effective resource management to facilitate Society's growth plans and day-to-day achievement of KPIs.
  • Oversee the onboarding and administration of retail savings accounts through Branches and the Society's Mobile App.
  • Engage and participate as a member of the Society's Senior Leadership Group (SLG) to ensure a cohesive working environment is maintained.
  • Maintain strong knowledge of industry best practices and the competitive landscape, proactively sharing strategic insights with the Director of Customer Service.
  • Ensure all customer interactions are managed efficiently and professionally within agreed SLAs and a right-first-time approach. Ensure appropriate handling of customer complaints and escalated customer queries.
  • Ensure compliance with HMRC rules and regulations in respect of ISA Management.
Requirements:
  • Proven leadership experience gained within a retail banking or savings environment.
  • Outstanding communicating skills with excellent active listening, negotiation, and presentation skills and an ability to build effective relationships at all levels of the Society.
  • Strong managerial and supervisory skills and experience of leading others in a financial services process area.
  • Excellent administrative and PC skills covering Microsoft Office suite of products.
  • The ability to lead by example, demonstrating an optimistic attitude, creating a positive team ethic, recognizing the skills and attributes of others, working as part of the team, and on own initiative.
  • A good understanding of Consumer Duty in relation to retail operations.
  • A good understanding of the UK Building Society sector and UK financial services regulatory environment applicable to this role.
Qualifications:
  • You will ideally be educated to Degree level in a relevant subject or have demonstrable relevant experience gained in a similar role.
  • 5 GCSEs grade 9 to 4/A* to C, or equivalent.
Benefits:
  • 27 days' annual leave plus public bank holidays.
  • Staff annual discretionary bonus scheme.
  • Pension contribution.
  • Life assurance of 4 x basic salary.
  • Private Healthcare.
  • Permanent Health Insurance.
  • Health Cash Plan.
  • Access to internal Mental Health First Aiders.
  • Access to a Wellbeing hub and Employee assistance programme.
  • Celebration days.
  • Benefit Hub subscription: giving access to a wide range of discounts across many different sectors.
  • Free parking.