Operations Team Lead

About the Role - Team Leader Savings

As the Team Leader for our Savings First Response team, you will be Responsible for the day-to-day management of the Savings Customer Services team, delivering a first-class service whilst embedding new working practices. Part of the role will be to ensure new processes and procedures are embedded, that provide a smooth customer journey and positive customer outcomes. Robust performance measures will ensure customer satisfaction is of the highest standard. The Team Leader - Savings will be responsible for building and developing strong relationships with internal and external key stakeholders.

The Savings team is responsible for account opening/onboarding, reviewing customer due diligence, processing payments in and out, supporting customers in managing maturity instructions and any general queries they may have regarding existing accounts, new applications or information on product/rates we have available.

About the Role - Team Leader Lending

As the Team Leader for our Lending team, you will be responsible for for the day-to-day management of the lending Onboarding teams, delivering a first-class service whilst embedding new working practices. Part of the role will be to train new processes and procedures, which in turn will provide a smooth customer journey and positive customer outcomes. Robust performance measures will ensure customer satisfaction is of the highest standard.

We’re a huge fan of teamwork

Do you collaborate with colleagues to ensure customer queries and issues are resolved and communicated quickly? Are you comfortable in working to SLA’s? Do you believe in sharing best practice with your colleagues and communicating this along with any ideas for improvement?

Essential Skills / Experience

• Financial services experience, having existing knowledge of regulatory factors and policies.

• Understanding of onboarding processes and procedures including an understanding of customer and business due diligence requirements.

• Understanding of secured lending processes and procedures including preparation of all security documentation.

• A hands on approach during the development stage of the business.

• Comfortable working at all levels.

• Self driven.

• Effective communication, problem-solving, and decision-making abilities including dealing with any customer escalations via the telephone, email, or WebChat.

• Embedding new processes and procedures.

• Ability to communicate clearly and effectively to the team and internal stakeholders.

• 2+ years’ experience in managing teams

Desirable Skills / Experience

• A successful track record in leadership or supervisory role.

• Agricultural experience is desirable.

Alongside this we can offer you:

• A very competitive salary with an excellent benefits package.

• 25 days holiday, plus 8 days bank holiday (this increases with service).

• Oxbury Award (Bonus scheme).

• Free Personal Training session every week.

• Private Medical Healthcare.

• Employee Assistance Programme.

• Life Insurance.

• Enhanced maternity/paternity leave.

• Employee referral scheme.