Personal Banking Manager

To lead and manage the Personal Banking Contact Centre focusing on "Run the Bank" to ensure exceptional customer service delivery to Personal Banking and low-income value IWI clients through all servicing channels. To drive team performance and engagement to deliver exceptional results whilst embracing a culture of continuous improvement and identifying efficiencies and improvements to differentiate service and support levels via phone, e-mail and face to face interaction with clients.

Job Description

NOTE: This role does not offer Relocation or Sponsorship. Applicants must be eligible to work in Jersey / Isle of Man.

To lead and manage the Personal Banking Contact Centre focusing on "Run the Bank" to ensure exceptional customer service delivery to Personal Banking and low-income value IWI clients through all servicing channels. To drive team performance and engagement to deliver exceptional results whilst embracing a culture of continuous improvement and identifying efficiencies and improvements to differentiate service and support levels via phone, e-mail and face to face interaction with clients.

Minimum Qualification:

Secondary/High school/A levels/Matric

Experience Required :

• 5 - 7 years experience in Banking Operations leadership role and similar banking/financial or relationship management role.

Key Outputs :

• Act as the Operational Risk Champion for Client Services, ensuring the adoption of Operations Risk items into the team’s processes and procedures.
• Continue to remain up to date with client servicing requirements and develop solutions to meet these ever-changing client needs.
• Design and implement appropriate service standards, service charter and service level agreements with internal and external clients across all channels, driving point of contact resolution at all times by understanding customer needs.
• Drive the vision through to completion, ensuring that the team and wider stakeholder networks buy into the vision.
• Encourage and promote business changes positively across the respective teams, involved in the change and innovation process, to promote understanding, acceptance and positive adoption.

Behavioural Competencies:

• Challenging Ideas
• Convincing People
• Developing Strategies
• Directing People
• Embracing Change

Technical Competencies:

• Active Listening
• Contact Centre Customer Relationship Management
• Difficult Calls Management
• Query Resolution
• Telephone Caller Handling
• Workflow Management